Service Account Manager

Job Description

Job Description: Service Accounts Manager Location: Mumbai Experience: 5 to 10 years We are seeking a dynamic and experienced Service Accounts Manager to join our team in Mumbai. As the Service Accounts Manager, you will be responsible for managing key client accounts, ensuring exceptional service delivery, and driving customer satisfaction and retention. Key Responsibilities: Account Management: • Serve as the primary point of contact for assigned clients, building strong, long-term relationships. • Conduct regular account reviews to assess performance and identify opportunities for improvement. • Work closely with clients to understand their needs and ensure their expectations are met. Customer Support and Issue Resolution: • Address client inquiries, complaints, and service issues promptly and effectively. • Collaborate with internal teams (operations, sales, technical support) to resolve issues and maintain service excellence. Service Delivery Oversight: • Monitor service levels and performance metrics to ensure adherence to client agreements. • Track and report key account metrics such as response times, satisfaction rates, and service quality. Customer Retention and Growth: • Proactively identify opportunities to enhance customer satisfaction and loyalty. • Recommend additional products or services to meet client needs and drive revenue growth. PnL Management and Reporting: • Oversee Profit and Loss (PnL) for assigned accounts, ensuring financial objectives are met. • Prepare various reports, including financial performance, client updates, and operational metrics, to guide decision-making. Client Engagement and Travel: • Conduct regular meetings with clients to discuss progress, address concerns, and align on strategic goals. • Travel to different locations as required to meet with clients and oversee service delivery. Process Improvement: • Gather and analyze customer feedback to identify areas for service improvement. • Work with cross-functional teams to implement process enhancements and improve overall customer experience. Reporting and Communication: • Prepare regular performance reports and updates for clients and internal stakeholders. • Conduct periodic account reviews to discuss progress, address concerns, and align on strategic goals. Skills and Qualifications: • Bachelor’s degree in Business Administration, Marketing, or a related field. • Proven experience (5-10 years) in account management, customer service, or financial oversight roles. • Strong interpersonal and communication skills, with a customer-first mindset. • Financial acumen, including experience with PnL management. • Ability to manage multiple projects and prioritize effectively in a fast-paced environment. • Willingness to travel as needed to maintain strong client relationships. Show more Show less