Account Manager

ES-Madrid
Category
Sales
Type
Regular Full-Time

Overview

The Account Manager position requires a highly detail oriented, accurate, customer service focused, organized, individual who will be responsible for managing the day to day activity of a high profile customer account.  This includes

  • ensuring profitability of the programs,
  • constant client interaction,
  • retaining and growing the account’
  • and communicating directly with the management teams for inbound and outbound agents.

Essential Functions & Responsibilities

  • Establish a trusted partner relationship with the client services team and the assigned client management teams
  • Manage several large clients simultaneously
  • Daily tactical management of the account activity
  • Front line liaison between account management and operations
  • Provide clear and concise documentation of all tactical account management activity including daily, weekly and monthly metrics for the client
  • Monitor program activity to ensure processes, procedures and client commitments are being followed and achieved
  • Identify solutions for best practices, new technologies, and improved performance
  • Manage escalated issues from initial observation through communication of resolution
  • Coordinates with internal departments such as Operations, Training, Quality and Work Force Management to meet client expectations and requirements
  • Present Quarterly Business Reviews to Aberdeen and clients’ senior contacts

  

Critical Working Relationships: 

  • Required to have written, phone and personal contact with senior contacts
  • Must be able to deliver clear direction to internal staff to achieve performance and expectations
  • Ability to cultivate, nurture and grow client relationships
  • Understanding of marketing function and goals

Qualifications

  • Bachelor’s degree or equivalency required, ideally marketing related
  • 4+ years of related progressive experience with a demonstrated track record managing accounts in a customer experience environment.
  • Ability to prioritize work based on shifting business needs while still putting the client first
  • Strong organizational, time management and presentation skills
  • Self-motivated with the ability to work independently managing multiple time sensitive, deadline oriented project simultaneously
  • Ability to clearly communicate (written/verbal) with internal and external clients
  • Proven ability to influence others and gain buy-in from key stakeholders across all levels
  • Strong analytical and project management skills
  • Proficient in Word, Excel, PowerPoint, experience in database programs a plus
  • Requires incredible attitude and the aptitude to learn quickly and follow established procedures
  • Native/fluent in English with an additional European language skill would be a bonus  

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