Job Summary:
We are seeking a proactive Account Manager - Client Services to drive and optimize client KPIs with a strong emphasis on customer satisfaction (CSAT). The ideal candidate will manage client relationships, ensure delivery of best practices, and continuously improve service quality to exceed client expectations.
Key Responsibilities
- Serve as the primary point of contact for assigned clients, building strong, trusted relationships.
- Monitor and analyze client KPIs regularly to identify opportunities for performance improvement.
- Develop and implement best practices focused on maximizing client outcomes and satisfaction.
- Lead initiatives to improve CSAT scores through proactive communication, feedback collection, and issue resolution.
- Collaborate with cross-functional teams to ensure timely delivery of solutions aligned with client goals.
- Conduct regular business reviews with clients to discuss performance, share insights, and align on future strategies.
- Identify risks and develop mitigation plans to maintain high client retention rates.
- Advocate for client needs internally, coordinating with product, sales, and support teams.
- Maintain detailed documentation of client requirements, service delivery, and engagement history.
- Stay updated with industry trends and competitor activities to offer innovative solutions to clients.
Qualifications
- Bachelor's degree
- Proven experience in account management, client services, or customer success roles.
- Strong understanding of KPI tracking, data analysis, and performance reporting.
- Excellent communication, negotiation, and relationship-building skills.
- Demonstrated ability to drive improvements in client satisfaction (CSAT).
- Detail-oriented with strong organizational and problem-solving abilities.
- Proficiency with CRM and data analytics tools.
