Great Opportunity to join a company experiencing growth
Are you a senior manager in your operation, have great client relationship skills, work well with stakeholders on processes and outputs?
Then this role could be for you....
Glasgow site/Remote working
Salary - up to 30K
Hours: 40 hours a week, between Monday to Friday. Some flexibility may be required
About the role
We are looking for an experienced Account Manager to join our Service Delivery Team in Glasgow. This role is pivotal to the growth of business and requires someone who can build and manage long-term relationships with our clients.
We are ambitious and we have high expectations when it comes to delivering operational excellence, with each of our highly trained contact centre personnel being highly competent, intelligent, and empathetic multi-taskers who deliver service with passion, professionalism, and integrity, setting us apart from our competitors and exceeding our client expectations.
To maintain our continuous improvement strategy, we offer excellent training and progression opportunities for people who want to grow and develop their career and the team.
Our Account Manager will be responsible for managing and building our relationship with key clients. The successful candidate must be an expert communicator to serve as point of contact for clients and internal stakeholders. The purpose of the role is to retain contracts with clients on behalf of the business and to develop opportunities for the expansion of current contracts and the potential for new ones supporting the overall business strategy.
Act as a point of contact for client and internal stakeholder queries.
Ensuring the business meets its KPIs in relation to large contracts by gaining an understanding of the client's needs and working with the Operations team to ensure delivery.
Analysing client reporting and data against service levels and managing internal stakeholders where required
Creation and delivery of monthly and quarterly client business reviews
Identifying and developing any additional revenue opportunities within the client relationship and anticipating their needs
Organise and attend client and stakeholder meetings.
Effective management of the change process within the account, to ensure that all internal and external factors are covered to ensure the customer is satisfied with our delivery.
Timely management of complaints in line with company policies and procedures.
Pro-actively identifying areas of risk and recommending solutions before complaints arise.
Analyse and report on stats and trends.
Prepare materials and presentations prior to internal and external meetings. Follow up by establishing action points and deadlines
Monitor service performance and all contractual SLA's to ensure the clients are continually satisfied with go-centric's partnership
Collaborate with internal stakeholders to find proactive solutions to grow and improve clients' accountsEssential Experience:
Proven experience as an Account Manager
Account management experience in a business-to-business setting
A strong understanding of outsourcing and customer serviceEssential Skills:
Excellent communication, presenting and interpersonal skills. Must be proficient in both written and spoken English
Take a proactive approach to work, with strong organizational skills and attention to detail to produce meaningful reports
The ability to analysing client needs and developing innovative solutions
Skilled at performing comfortably in face-paced, deadline and detail-oriented work
Must be competent using MS office suite - especially Excel
Outstanding negotiation skills