Account Manager ( Hybrid) at GBS

Key Responsibilities:

Relationship Management:

• Develop and maintain strong relationships with our third-party breakdown and security service partners to ensure deliverables and agreed-upon SLAs are met.
• Review and improve current protocols to enhance the client experience of our products and services.
• Facilitate seamless communication between stakeholders regarding day-to-day operational processes, including training, setup, and implementation of processes.

Customer Support:

• Act as the primary point of contact for escalated customer and product inquiries, ensuring timely and effective responses that enhance client satisfaction.
• Thoroughly analyse feedback from post-claim reviews and proactively address client concerns with the relevant service providers to drive continuous improvement.
• Manage concerns with professionalism and diplomacy, facilitating prompt and effective resolutions to queries and reinforcing strong client relationships.

Insights:

• Stay Ahead of the Curve: Keep abreast of industry trends, competitor activities, and regulatory changes to ensure our strategies remain relevant and competitive.
• Leverage Insights for Improvement: Use market research and data analytics to refine and enhance our service offerings, ensuring we consistently meet and exceed client expectations.

Reporting and Documentation:

• Ensure Comprehensive Documentation: Maintain precise and detailed records of client interactions, service agreements, and performance metrics to support informed decision-making.
• Deliver Insightful Reporting: Prepare and present comprehensive reports on account performance, along with strategic recommendations, to the management team, driving informed business strategies and initiatives.

Requirements:

• A relevant qualification in Business Administration or a related field.
• At least 3 years account management experience, preferably within the breakdown and security service industry.
• Prior experience managing app-based solutions is advantageous.
• Strong understanding of security solutions, risk management, and client service principles and protocols.