Account Manager

We are actively seeking a highly strategic and client-focused Account Manager to join our client's team through Acme Services. This pivotal role is responsible for driving business growth through expert content marketing advice, end-to-end project management, and superior service delivery. The ideal candidate will excel at liaising between clients and execution teams, managing area operations, analyzing performance metrics, and spearheading process improvement initiatives to ensure exceptional customer satisfaction and operational efficiency.

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.