The Account Management Lead is responsible for leading the day-to-day activities of the Account Management team to ensure the timely resolution of client concerns and the consistent delivery of high-quality customer service. This role serves as the team's primary point of guidance, providing coaching, mentoring, and operational support while helping maintain strong client relationships.
Responsibilities:
1. Client Issue Resolution & Escalation Management
- Oversee the handling of customer concerns across multiple channels (group chat, calls, email, on-site).
- Provide guidance and support to the team in addressing complex issues.
- Validate information using internal platforms, escalate when necessary, and prepare formal incident reports.
- Ensure issues are resolved efficiently, accurately, and in line with service level agreements (SLAs).
2. Training and Support Enablement
- Lead onboarding, skills development, and refresher training sessions for new and existing Account Managers.
- Clearly communicate platform features, process updates, and best practices to ensure AMs provide accurate and consistent support.
- Assess training effectiveness through feedback, performance trends, and knowledge checks; recommend improvements to address skill gaps and optimize service quality.
3. Sales and Service Support
- Collaborate with the Sales team to identify upselling or cross-selling opportunities during customer interactions.
- Provide recommendations to clients based on their operational needs and service usage.
- Maintain a client-focused approach to support revenue growth initiatives.
4. Documentation and Reporting
- Supervise accurate logging of all customer interactions, incidents, and resolutions within CRM or internal tracking systems.
- Review team reports for quality and compliance with documentation protocols.
- Provide summary reports and insights to management on recurring issues and customer feedback.
5. Account Monitoring and Retention
- Monitor accounts approaching renewal or expiration (within 90 days).
- Proactively initiate follow-ups with clients to facilitate renewal discussions or updates.
- Coordinate with relevant departments to ensure seamless renewal processing.
6. Client Relationship Management & Field Visits
- Conduct regular client visits to strengthen partnerships, address concerns, and gather insights.
- Serve as a liaison between the company and key accounts to ensure satisfaction and loyalty.
- Use on-site engagements to reinforce service excellence and demonstrate commitment to long-term client success.
7. Perform other related duties as assigned from time to time.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field required.
- Minimum of 5 years experience in customer and/or technical support with at least 3 years of supervisory or team lead role.
- Experience in effectively training and onboarding new hires, ensuring they are equipped with the skills and knowledge required for the role.
- Demonstrates in-depth knowledge and mastery of customer service platforms preferably in the company's specific platform.
- Proficient in MS Office (Word, Excel, PowerPoint).
- Ability to handle advanced technical issues and resolve conflict professionally
- Excellent communication and interpersonal skills.
- Demonstrates a strong commitment to ensuring client satisfaction.
- Comfortable engaging through various digital platforms such as email, live chat, phone calls, and social media
- Basic knowledge of AI tools for marketing, analytics, or automation.
- Able and willing to travel or conduct client visits (if needed)
- Experience in sales or upselling is a plus
