Account Manager (Coordinator)
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Key skills for this role
About the Role
The Account Manager serves as the primary point of contact for an assigned portfolio of clients and is responsible for ensuring the successful delivery of services b.
Key Skills for This Role
Responsibilities
- Serve as primary contact for assigned clients and maintain strong professional relationships
- Coordinate with internal delivery teams to ensure services are delivered accurately and on time
- Monitor service requests, projects, and recurring deliverables to ensure completion
- Prepare account status reports and service performance summaries
- Resolve client issues and escalate critical matters to management
Requirements
- Experience in account management or client relationship management
- Strong communication and interpersonal skills
- Ability to coordinate cross functional teams
Full Job Posting
Job Summary
- The Account Manager serves as the primary point of contact for an assigned portfolio of clients.
- Responsible for ensuring successful delivery of services by internal departments and maintaining high client satisfaction.
Key Responsibilities
- Client Relationship Management: Serve as primary contact, develop understanding of client business, conduct regular meetings.
- Service Delivery Coordination: Coordinate with internal teams, monitor service requests, track outstanding matters.
- Quality Assurance: Review service outputs, monitor quality, address complaints.
- Client Satisfaction and Retention: Measure satisfaction, develop action plans, support renewals.
- Account Monitoring and Reporting: Maintain records, prepare reports, monitor account health.
- Issue Resolution and Escalation: Act as first point of escalation, coordinate investigations, ensure timely resolution.
Key Performance Indicators
- Client Satisfaction Score (CSAT)
- Client Retention Rate
- Service Delivery Compliance
- Resolution Time for Client Issues
- Number of Escalations Successfully Resolved
- Client Renewal Rate
- Quality Compliance of Deliverables
- Response and Communication Timeliness
- Account Growth and Cross Selling Opportunities
Competencies
- Client Focus, Relationship Management, Accountability, Communication Skills, Problem Solving, Attention to Detail, Time Management, Team Collaboration, Service Excellence, Strategic Thinking, Negotiation and Influencing Skills, Results Orientation
Success Measures
- A successful Account Manager consistently ensures high quality service, internal team delivery, proactive issue resolution, and strengthened client relationships.
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