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Job Description
Account Management
- Develops and maintains partnerships with clients to increase business and client satisfaction
- Functions as link between company and client
- Schedules, coordinates and facilitates client communication
- Sustains and grows business partnerships with client by offering proactive solutions
- Identifies problems, analyses trends and implements corrective and preventive actions
- Implements business operation and service solutions utilizing the continuous improvement process
- Maintains updated client contracts by documenting changes in scope and conducting period reviews
- Prepares, implements, maintains and reviews existing client projects
- Achieves and exceeds client service level agreements
- Deals effectively with client complaints and issues by escalating to the appropriate person and by taking the appropriate action when necessary
- Accountable for the performance of supervisors by coaching, creating and maintaining development plans, setting objectives, conducting performance appraisals, recommending training and encouraging individual employee participation in decision making
- Accountable for the identification of training needs of the team, for fulfilling those and ensuring a development plan is in place for a successor
- Accountable for liasing with any remote sites and ensuring that they deliver an effective, consistent, high quality service.
- Communicates company policies
- Completes, maintains and processes pertinent paperwork and records
- Accountable for the recruitment of staff
Financial
- Responsible for the accurate tracking of costs related to or billable to the client
- Responsible for ensuring that all related prices, costs etc are kept up to date
- Participates in creating budgets and forecasts
- Measures and tracks financial performance against forecast and budget
- Responsible for the accurate and timely invoicing of clients
Job Requirements
- Educated to at least HND level or equivalent qualification
- Demonstrable experience in the customer service industry at management level.
- Extensive Client management and relationship experience.
- Experience in working to, achieving and exceeding client expectations, KPI’s and Service Level Agreements.
- Previous responsibility and accountability for Profit and Loss, including the preparation of budgets, contractual pricing and business plans.
- A high level of business and commercial acumen.
- Excellent communication skills both written and verbal.
- The ability to identify problems, collect data, establish facts, draw conclusions and provide solutions.
- MS Word, MS Excel and MS PowerPoint as a minimum.
- Proactive and Innovative.
- Self motivated with a vision of continuously adding value to customers and clients.