Key Account Manager

Summary

Join our team as a Key Account Manager and provide high-level service to globally renowned companies. You will integrate new clients, manage diverse client portfolios, and maintain communication with support teams. Responsibilities include ensuring support processes meet company and client standards, assisting clients with improving customer support, maintaining security standards, and resolving concerns. You will also monitor service quality, maintain documentation, assist with hiring, and foster professional development within your teams. This role requires fluency in English, relevant experience, and proficiency in various tools and platforms. We offer remote work, competitive compensation, bonuses, paid training, and a supportive work environment.

Requirements

• Fluent in English (C1-C2 levels)
• 1+ years of experience in a similar position or 2+ years experience in customer support
• Critical thinker and problem-solver (worked with various professional business tools such as Keynote, PowerPoint, and Excel)
• Experienced with Intercom, Zendesk, Freshdesk, Hubspot, Aircall, or any other customer support platform and their analytics dashboards
• Knowledgeable in Key Performance Indicators and SLAs in customer support or has familiarity with data analysis and statistics
• Team player who worked on cross-departmental projects for further service delivery enhancements
• Skilled in time management and has experience working with time management platforms (Wrike, Monday, Asana, Jira etc.)
• Having great interpersonal and communication skills (knowledge of Google Suite and/or Zoom functionality), excited about communicating with people
• Excellent at organizing and multitasking, being able to work with several clients at the same time
• Having a track record of taking responsibility
• Love people and new technologies

Responsibilities

• Take part in the new clients' integrations
• Simultaneously manage clients from a diverse list of industries
• Maintain constant communication with support teams and clients
• Make sure that support processes in teams are built according to the company's and clients' standards (KPIs/SLAs/QA)
• Assist clients with improving their customers' support experience, incl. strategic planning and product development analysis
• Maintain security standards within teams and also on the client's side
• Proactively mediate and resolve any clients' and consultants' concerns etc
• Monitor service quality via internal or external Quality Assurance platforms
• Monitor team discipline and ensure corporate culture within the team
• Generate and maintain internal product documentation, ensure that legal and financial agreements are upheld by clients
• Assist with hiring ideal candidates for your clients, train Team Leads, and set training for consultants
• Help talented people from your teams grow and develop professionally
• Work with diverse cultures and countries, and meet wonderful people
• Find a permanent place to grow professionally
• Be a leader, not a manager

Benefits

• Business hours
• Opportunity to work fully remotely
• Inclusive international environment
• Compensation in USD
• Good bonuses for referring friends
• Paid intensive training and probation
• Work-life balance
• Responsive management interested in your growth and long-lasting cooperation
• Greenhouse conditions for self-development