Key Accounts Manager

Purpose of the job:

Provide a superior service to Key clients with a view to maintaining current Key accounts.

Company Profit

• Cultivate existing and recruit new clients to utilise First assist’s services.
• Develop, document, and implement agreed processes.
• Ensure Contact Centre Agents are equipped to provide superior service thereby encouraging the development of Key clients.
• Prioritise and react to email escalations accordingly.
• Attend monthly operations and quarterly reviews and any other adhoc meetings and provide feedback on Key Accounts.
• Improving and maximizing service delivery by means of initiative and innovation (problem solving and improving service delivery to clients).

Internal and External Governance and Compliance

• Ensure a thorough understanding of each client services and protocols by self and all internal departments.
• Ensure that all relevant documentation is created and updated at all times.
• Ensure understanding and adherence of relevant client SLAs.
• Be familiar with current industry and keep abreast of new developments.
• Responsible for building and maintain relationships with the clients.
• Ensure that clients requirements are met by means of in-depth understanding, problem solving and taking accountability from premium customer service.

Monthy Reports

• Always verify accuracy of reports to key clients.
• Provide management reports to present progress with key accounts.
• Encourage the utilization of statistics to improve the service offering.
• Any addition ADHOC requests made by management must be adhered to.
• Adhoc reports as required by clients/analysis.