Group Account Manager

Job Description

To effectively manage clients, facilitate their requests, provide solutions and strengthen the client relationship through the delivery of great service. You will act as the key account contact of all our clients and will work to provide a consistently high level of service delivery across all areas of business interaction.

You will also be required to manage the client service team and maintain the CSAT levels.

Duties and Responsibilities

  • Have a detailed knowledge of the services provided to each account
  • Ensuring clients are satisfied with the organisations services
  • Managing projects, fixing reliability issues, tracking service metrics, managing budgets 
  • Responsible for the timely delivery of services to clients
  • Make certain positive relationships with clients 
  • Manage conflicts, finances and deadlines within the organisation
  • Oversee daily activities of the team and provide guidance when needed
  • Perform resource allocations and workload assignments according to delivery requirements
  • Ensure the team maintains a high level of competence and operational excellence
  • Evaluate the performance of team members and determine training needs
  • Develop process improvements to achieve cost effectiveness and time saving
  • Make critical business decisions to meet client expectations
  • Report delivery status to clients and develop required delivery documentation

Requirements and Qualifications

  • Ability to work proactively to form sound relationships with major accounts
  • Willingness to respond appropriately to client queries and deal with complaints
  • Anticipate client needs and exceed expectations
  • Prioritise, organise and manage a complex / conflicting workload
  • Must work well under pressure
  • Enthusiastic and self-motivated
  • Drive to deliver outstanding service to clients
  • Ownership of responsibility and follow up skills
  • Need to work both as part of a team and  under one's own initiative

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