1. Client Management and Interaction
- The Account Manager 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:
- Maintain a month-over-month (MoM) KPI attainment of over 85% across all KPIs.
- Ensure consistent and on-time implementation of Business Continuity Plan (BCP) protocols.
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.
