Account Manager

Introduction

The Account Manager is a proactive and strategic leader responsible for overseeing a  specific business vertical. This role involves ensuring smooth operations, achieving key  performance metrics, and leading a high-performing team. The ideal candidate will  possess strong operational expertise and the ability to drive strategic initiatives within  their assigned vertical.

Responsibility

1. Client Management and Interaction

The Vertical Leader analyzes and documents all client interactions to ensure a seamless  and progressive communication flow. They are responsible for following through on action  items to meet client demands and requirements, and for sharing interaction details with  the internal team to facilitate appropriate actions.

Key expectation : Facilitate smooth and progressive client interactions, document  follow-ups, and communicate client needs to the internal team.

2. Client Retention and Needs Analysis

This role requires a deep understanding of existing clients and the implementation of  effective retention strategies. This includes providing fast support, personalizing  interactions, and collecting feedback. The Account Manager must familiarize themselves with  the clients business processes, services, products, and goals to build trust and meet their  requirements.

Key expectations :

• Achieve a 90-day maximum for FTE order fulfillment from the date of order.
• Manage FTE acquisition effectively.
• Ensure all program updates and tasks are acknowledged and implemented  within prescribed timelines.

3. Driving Client Satisfaction

The Account Manager is responsible for fulfilling all commitments and meeting client  requirements. They must create an environment that encourages open communication  and provides a seamless experience for clients.

Key expectations :

4. Providing Regular Progress Updates

Regularly update clients on project progress, detailing work completed and resource  management. The Account Manager must anticipate and prepare for potential challenges,  leveraging past project experiences to mitigate future risks.

Key expectation : Ensure the Master Action Registry is closed within 30-60 days of  an item being added, with a specific focus on closing Q2 and Q3 registries on time.

5. Managing Client Feedback and Escalations

Attend to client feedback and constructive criticism, routing it to the appropriate  department or resources for resolution. Conversely, the Account Manager must also  communicate operational challenges to the client and work collaboratively to find  mutually agreeable solutions.

Key expectation : Proactively address and resolve client feedback and escalations  while also communicating internal challenges and collaborating on solutions.

Key skills and experience

Benefits

1. Salary and Benefits

Attractive compensation depending on experience and skills : Competitive Basic

Salary, End-of-year bonus and annual performance reviews.

2. Working Environment

An open and honest culture where people are valued, treated fairly and trusted  and empowered;

Training and career development opportunities : Continuous and professional  training to fully develop your potential.

Working Location : TBD

All interested candidates are welcome to apply. Please send your English resume  expressing your interest to us at jobs@gearinc.com.

Kindly note that due to the high  volume of applications we receive, only shortlisted candidates will be contacted by our  Talent Acquisition team.