Account Services Manager


Organisation:


The company is the leader in real-time communications infrastructure for Web meetings. The interactive multimedia communications services meeting-enable the websites of the customers and partners. The services enable end-users to share content and applications spontaneously in a seamless environment with integrated audio, voice and video. These services are delivered using our global network and scalable platform, ensuring predictability, reliability and security

Job description:

The Account Services Manager (ASM) manages an account base by developing and maintaining long-term customer relationships with executives, business contacts, key users. The ASM identifies and develops opportunities to grow usage and revenue within the base.

The ASM provides excellent customer service, as the primary contact to customers. On a daily basis, the ASM responds to customer questions and requests regarding the services to achieve and maintain the highest levels of customer satisfaction.

The ASM encourages and ensures service usage in each account by initiating contact, probing for needs or issues that require attention, and developing usage plans that ensure adoption. The ASM translates usage data and other reports to the customer to assist in the decision-making of the customer's additional service needs or requirements.

The ASM troubleshoots basic technical issues and resolves them for the customer. As a standard practice, the ASM exercises sound judgement within the defined procedures and practices to determine the appropriate action to resolve or escalate customer issues.

Requirements:

Primairy:

  • Excellent and proven customer service skills and ability to build rapport with customers.
  • 1-2 years technical support experience.
  • Account management experience in large account base.
  • Excellent verbal/written communications and telephone skills.
  • Solid organisational, time management, and follow-through skills.
  • Strong interpersonal skills, team-oriented, motivated self-starter.
  • Seasoned knowledge of the web and security on the web (i.e., firewalls, proxy settings, network connections, etc.).
  • Ability to thrive in a dynamic and interrupt-driven environment.
  • Ability to work well and resolve issues under time-sensitive and critical pressure.

Basic Job Requirements:

  • 4-year college degree, or equivalent work experience.
  • 1-2 years experience in high-tech or Telco industry.
  • Knowledge of MS Word, Excel, Outlook, and browser


Reference number:


1501


Respond:


E-mail plus Attachment in MS Word