Service Account Manager

Job Description:

We are seeking a highly motivated Account Manager to join our dynamic team. In this role, you will be responsible for engaging with potential and existing clients, understanding their needs, and ensuring their satisfaction with our QA and IT solutions. You will play a critical role in ensuring operational efficiency, customer satisfaction, retention, and growth.

Key Responsibilities:

Sales Support:

• Participate in initial discovery calls with potential clients to understand their business objectives, challenges, and pain points.
• Develop and deliver educational materials and resources to inform clients on best practices for QA and IT implementation and utilization.
• Collaborate with clients to define the scope of projects and ensure alignment with their business needs.
• Tailor QA and IT solutions to meet the specific requirements of each client, ensuring maximum impact and value.

Operational Efficiency:

Ensure that all client deliverables meet the highest quality standards during the onboarding process.

Provide proactive support to help clients derive maximum value from our QA and IT products and services.

Identify areas for process improvement and implement best practices to optimize service delivery.

Monitor key performance metrics (e.g., customer satisfaction scores, renewal rates) to track the success of customer success initiatives.

Customer Success & Satisfaction:

• Monitor client satisfaction levels through regular feedback sessions and surveys.
• Address client concerns or issues promptly, ensuring timely resolutions and maintaining strong relationships.
• Develop and implement strategies to improve client satisfaction, retention, and loyalty.
• Conduct regular check-ins with clients to ensure their ongoing needs are met and provide insights and recommendations based on project outcomes.
• Provide clients with guidance and support to optimize their use of QA and IT services.

Retention & Growth:

• Identify and pursue opportunities for upselling and cross-selling additional services to existing clients.
• Develop and execute client retention strategies to strengthen long-term partnerships.
• Track and report on client engagement, satisfaction metrics, and overall performance to management.

Qualifications:

• Bachelor's degree in Business, Computer Science, Engineering, or a related field.
• 3+ years of experience in customer success, sales support, or account management, preferably in QA, IT services, or telecom.
• Strong communication and presentation skills, with the ability to explain complex technical concepts to non-technical clients.
• Ability to build and maintain strong client relationships and handle sensitive situations professionally.
• Experience in using CRM systems and managing customer feedback and satisfaction metrics.
• Strong analytical and problem-solving skills, with a focus on improving operational efficiency.
• Ability to identify new opportunities for service expansion and client growth.