Account Manager

Account Manager

Key Responsibilities

• Content Marketing Strategy & Development

  : Provide

  Business Analysis & advising on key Content Marketing channels and initiatives

  . This includes

  suggesting suitable Target Audience

  and actively

  assisting in Content Development

  .

• New Service Onboarding & Training

  : Be directly responsible for

  on-boarding new service offerings in the market

  and providing necessary

  trainings

  to ensure successful adoption.

• Project & Client Management

  : Oversee

  End-to-End Project Management

  , serving as the primary

  liaison between the client and the execution team

  .

• Operational Management & Problem Resolution

  : Manage

  area operations for rendering and achieving quality services

  . This involves

  monitoring high-end problem resolution teams on performance bottlenecks

  and ensuring timely resolution of issues.

• Performance Analysis & Reporting

  : Conduct

  day-to-day analysis for operational metrics like SL (Service Level), CSAT (Customer Satisfaction), and Utilization

  , and generate

  reports at the process level

  . Prepare and present various

  weekly/monthly MIS (Management Information System) reports

  pertaining to process and productivity.

• Value-Added Solutions & Grievance Handling

  : Provide

  value-added solution services by conducting program reviews

  . Monitor post-service activities such as

  follow-up with clients, service reminders, and handling customer grievances

  to ensure a superior solution center experience.

• Queue Management & Timely Resolution

  : Manage

  queue handling and day-to-day analysis for maintaining SL

  . Monitor

  day-to-day resolution closures and case aging

  to ensure timely issue resolution.

• Team Leadership & Development

  : Frame

  work direction & plan for associates

  after assessing their capabilities.

• Process Improvement & System Implementation

  : Implement and migrate systems to upgraded versions to achieve

  efficiency in various operations

  .

  Spearhead process improvement initiatives

  to enhance overall effectiveness.

• Target & Standards Setting

  : Set up

  targets, SOP (Standard Operating Procedures) & SLA (Service Level Agreements)

  . Establish and maintain

  CTQ (Critical to Quality) / CTP (Critical to Process) targets

  and be involved in planning for the process.

Skills

• Expertise in

  Business Analysis and advising on Content Marketing channels

  .
• Ability to

  suggest target audiences and assist in Content Development

  .
• Strong experience in

  on-boarding new service offerings and providing trainings

  .
• Proficiency in

  End-to-End Project Management

  .
• Excellent

  liaison skills between client and execution team

  .
• Competence in

  managing area operations

  and

  monitoring problem resolution teams

  .
• Adept at

  analyzing operational metrics

  (SL, CSAT, Utilization) and

  report generation

  .
• Capability in

  providing value-added solution services

  and

  handling customer grievances

  .
• Skills in

  managing queues

  and ensuring

  timely resolution closures

  .
• Experience in

  framing work direction & plans for associates

  .
• Proficiency in

  preparing & presenting weekly/monthly MIS reports

  .
• Ability to

  implement and migrate systems for efficiency

  and

  spearhead process improvement initiatives

  .
• Strong in

  setting targets, SOPs, SLAs, CTQ/CTP targets

  , and

  process planning

  .

Qualifications

• Proven experience as an Account Manager or in a similar client-facing role with operational management responsibilities.
• Demonstrable track record of improving operational efficiency and achieving customer satisfaction goals.
• Strong analytical, communication, and leadership skills.