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Job Description
- Mentor, develop, follow up, direct and evaluate the client servicing team
- Handle complex escalations reported by clients that require managerial handling
- Keep track of each client’s progress
- Oversee the outputs generated for major clients/campaigns/pitches
- Preserve the records of each client separately in case they’re needed in the future
- Provide team members with all necessary training/tools need to further improve their areas of expertise
- Work towards meeting the company’s revenue goals through identifying opportunities within each client (AKA financial targets)
- Lead projects when needed and designate responsibilities among team members
- Resolve internal account management downfalls rapidly
- Develop the needed knowledge about clients’ services/products for efficient follow-ups
- Help account handlers determine short and long term objectives for their clients
- Act as a final quality assurance step before final deliveries (when needed)
- Create thorough departmental reports (mentioning if KPIs are met or not, and highlighting rooms for improvements)
- Cooperate with the finance department to ensure that the invoices and collections are carried out efficiently
- Participate in the client relations recruitment process
- Take an active part in the agency’s business development endeavors
- Upsell agency’s services to existent clients/prospects to increase revenue
- Adopt a proactive approach by advising clients and suggest ideas for further account enhancements
- Assure new clients personally (during the get-go) to avoid any possible reluctance caused by embarking on a new journey with the agency