Account Manager

Overview

We are looking for a dynamic and self-motivated Account Manager to join our Client Services team. The Account Manager will be responsible for commercial management while expanding existing client relationships.

The role will involve ensuring clear communications between internal and external stakeholders, communication governance, including delivery of weekly, monthly and quarterly business reviews. 

Ideal candidates for this role will be flexible with changing and challenging workloads and be able to demonstrate success in managing a client in this capacity, understanding their expectations, and drive performance. Applicants should be able to demonstrate solid experience within client services, from either an account management, operations, project management or wider outsourcing perspective. 

Qualifications

Qualification & Experience:

• Matric or Equivalent (Essential)

• Previous experience managing a client in this capacity, understanding their expectations, and delivering change in order to improve performance
• Minimum of 2/3 years’ experience as an Account Manager within a contact centre environment.

Technical Skills

• High level of numeracy and literacy
• Commercial acumen: Experience of financial forecasting and invoicing

Responsibilities

Commercial

·         Full P&L ownership, tracking, action planning and achievement

·         Drive growth opportunities incl Commercial modelling

·         Manage aged debt

·         Manage travel budgets (and support team travel)

Performance

·         Build internal influence through collaboration and relationships

·         Day to day client management

·         Preparation and delivery of Monthly, Quarterly and other reviews

·         Drive and ensure consistent performance within all account verticals including Recruitment, Training, WFM, MI, Quality, Continuous improvement, Change, Operations and digital transformation

·         Co-own major incident response and service recovery with SDM

·         Escalate, action plan and resolve any poor performance in association with SDM

·         Ensure clear communication of strategy, priorities and expectations

Client Satisfaction

·         Build multiple client relationships

·         Manage monthly KSAT dip checks across all verticals

·         Action plan when below 9

·         Monitor market trends and competitor activity to influence strategy

·         Own and manage client budgets including management of key metrics

·         Own all client visits and agendas

·         Understand, shape and support client strategy/Business goals and decision‑making

Contractual

·         Ensure contractual commitments and deliverables

·         Change control (admin management)

·         Identify and mitigate operational, financial and reputational risk

Key Competencies

• Solid experience in client services from either an account management, operations, project management or wider outsourcing perspective
• Ability to demonstrate how you have added value to a client’s business / service provision (client centricity)
• Solid understanding of how Account Management can influence achievement of business objectives
• An understanding of how to work proactively and positively in partnership with both operations and client priorities
• Excellent professional interpersonal skills.
• The ability to build rapport and trust with clients and colleagues.
• The ability to understand and communicate client requirements with a clear, positive and customer-focused message
• Ability to influence and negotiate with others
• Independent, committed, enthusiastic, positive, resourceful and resilient