Customer Service Account Manager
Wisetek
- Cork
- Permanent
- Full-time
- Building strong strategic relationships with existing and new customers
- Consult with customers to understand their business challenges and objectives
- Solving complex customer service issues and proactively preventing negative service trends
- Work cross-functionally with all departments to ensure the highest standards of customer service
- Managing workflow, escalations and effectively delegating workload across the team
- Conducting continuous customer analysis
- Conducting accurate demand forecasting, planning, and delivery collaboratively with other supporting teams
- Leading business impact assessments, identifying risks and issues that may affect current and future business units and roles
- Developing and achieving performance goals and objectives in order to achieve customer expectations
- Participating in business leadership meetings; developing and driving strategies and programs which improve the competitive position and profitability of the organization
- Guide sales teams on the best approach to address our customers’ needs
- Suggest improvements and expansions to our customers’ marketing programs
- Work with all services teams to ensure engagement, retention & adoption metrics are met
- Monitor the progress to completion of new onboards and expand deals ensuring completion metrics are met
- Be the point of contact for escalation of customer account issues • Provide general customer insight and feedback to other departments
- Develop and monitor Key Performance Indicators (KPI’s) to drive improvements in service performance metrics and quality, whilst setting actionable strategy for the delivery of outstanding customer care.
- Implement internal as well as customer-facing processes to improve internal efficiencies
- Degree level qualification required
- 5 years of relevant experience, ideally a background in Operations, as well as customer success or account management experience
- Strong influencing, networking and team working skills
- High level awareness of developments in the Information Technology marketplace
- Ability to manage, influence, persuade, negotiate and build consensus to drive Customer Service initiatives.
- Proficiency in planning, change management and problem-solving, and able to resolve issues of a highly complex and strategic nature
- Ability to work well in and across global teams
- Excellent communications and presentation skills
- Experience in Six Sigma/Lean Processes