Key Accounts Officer

2 weeks ago

Cebu City, Philippines HawodTech Solutions Full time

Overview

The key purpose of this role is to be the subject matter expert for key customers regarding the platform, providing system configuration capability support to key customer platform administrators. This includes providing accurate advice to key customers regarding system issues, questions, technical and general concerns, and escalating issues appropriately through internal channels.

Key Responsibilities
  • Performs daily ticket hygiene; reviews ticket updates and coordinates with relevant stakeholders to expedite ticket resolution.
  • Maintains a high level of professionalism with key customer administrators and establishes a positive rapport through online chat, email, phone, and videoconference calls.
  • Provides accurate responses to customer inquiries in a timely manner and in accordance with SLA requirements.
  • Manages customer incidents and escalates internally via the appropriate internal channels, taking ownership and ensuring that all incidents are resolved to the customer’s satisfaction and in accordance with SLAs.
  • Follows all policies and procedures in servicing our key customers.
  • Builds appropriate professional relationships with assigned customer administrators.
  • Educates assigned key customers on the functionality and features of the platform during interactions.
  • Delivers monthly / quarterly Service Level Agreement reporting.
  • Audits assigned key customer accounts to ensure billing accuracy.
  • Provides billing guidance to the Accounts team regarding verification charges (where applicable).
  • Proactively identifies system improvements and shares these with assigned customers.
  • Be involved in recurring account meetings with assigned customers.
Measures of Success
  • Retention of key Customers
  • NPS from assigned Customers
  • Positive feedback from assigned Customers
  • Internal quality scores regarding correspondence and problem resolution
  • Meeting productivity expectations
  • Customer uptake of proposed system improvements
Development Objectives 0-3 Months
  • Build internal relationships with Internal & External Stakeholders.
  • Develop an intimate understanding of the product and range of use cases.
  • Develop a good working dynamic and rhythm with the partner Account Manager.
  • Develop a network within the organization to help drive efficient customer resolution.
3-6 Months
  • Learn to use the data to share insights with the Account Manager for Continuous Improvement.
  • Support the Account Specialist and Account Manager in building out a Change Management case.
  • Build a solid understanding of the customer portfolio and relationships of subsidiary companies. Solve complex tickets with minimal supervision.
6-12 Months
  • Be an independent problem solver and create sound business suggestions to solve a customer or company problem.
  • Build a strong understanding of the value of our services and use it in mitigating any pain points with other newly identified strategic or key accounts.
  • Maintain and continue the account retention through sharing expertise with assigned Customers.
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