Customer Success & Account Management Specialist: Optimizing Retention & Revenue

In today’s fast-paced telecommunications industry, managing key accounts effectively is crucial for business success. The Account Management Specialist plays a pivotal role in ensuring seamless execution of operational and promotional strategies while strengthening customer relationships. Reporting to the Senior Account Manager, this position is responsible for implementing revenue growth plans, managing commercial relationships, and optimizing customer satisfaction across assigned accounts.

Key Responsibilities

This role revolves around strategic planning, account management, customer service, and quality control, ensuring that business objectives are met while fostering long-term client relationships.

1. Operational Planning & Business Growth

• Assist in the development and execution of operational and promotional strategies to drive revenue growth.
• Monitor competitor activity and identify new business opportunities to enhance market positioning.
• Provide valuable input into process improvements, system optimizations, and business support enhancements.

2. Account Management & Relationship Building

• Maintain in-depth knowledge of commercial agreements, contractual obligations, and promotional plans.
• Develop and manage commercial relationships within an assigned portfolio of accounts, ensuring long-term partnerships.
• Support in the management of regional accounts, aligning strategies with regional and channel objectives.
• Implement innovative promotional activities that enhance customer engagement and brand presence.
• Monitor and report on the financial performance of allocated accounts, identifying risks and growth opportunities.
• Ensure seamless coordination with supply chain, billing, and support teams to meet service level agreements (SLAs).
• Provide feedback on product and service enhancements to improve customer experience and market competitiveness.

3. Customer Service & Satisfaction

• Strengthen relationships with key stakeholders to increase customer loyalty and satisfaction.
• Actively seek new revenue streams while maintaining support for existing accounts.
• Ensure all customer queries are resolved efficiently within agreed timelines.
• Offer expert advice on customer-centric solutions, ensuring optimal service delivery and positive user experience.

4. Quality Assurance & Process Optimization

• Adhere to industry best practices, regulatory guidelines, and company policies to maintain high service standards.
• Continuously evaluate and refine processes to enhance the customer experience and cost efficiency.
• Gather customer feedback to identify areas for improvement and drive quality enhancement initiatives.

Leadership & Team Collaboration

• Foster a customer-centric culture, ensuring a seamless and positive experience for all clients.
• Promote teamwork and collaboration across departments to align goals and enhance service delivery.
• Communicate effectively to resolve conflicts and streamline business operations.
• Lead by example by upholding the company’s core values and brand identity.

Qualifications & Experience Required

Educational Background:

✔ A Diploma or Bachelor’s Degree in Commerce, Sales, Finance, Marketing, Communication, or a related field.

Professional Experience:

✔ Minimum 3 years of experience in the telecommunications industry.
✔ Proven expertise in account management and customer relationship management.
✔ Prior experience in a fast-moving, competitive industry.
✔ Familiarity with ICT (GSM) technologies is advantageous.
✔ Demonstrated ability to lead teams and manage key accounts within a medium-sized organization.

Core Competencies & Skills

Strategic & Business Acumen

✔ Ability to develop and implement account strategies that align with business goals.
✔ Strong understanding of competitor analysis, market trends, and customer insights.

Customer Relationship Management

✔ Excellent ability to build and maintain long-term client relationships.
✔ Strong problem-solving skills to address customer concerns efficiently.

Analytical & Decision-Making Skills

✔ Expertise in assessing financial risks and identifying revenue growth opportunities.
✔ Ability to use data-driven insights to enhance service delivery and business strategies.

Communication & Leadership Abilities

✔ Skilled in stakeholder management, negotiation, and team collaboration.
✔ Adaptability to fast-paced environments and evolving business needs.

Work Environment & Expectations

• Ability to work under pressure and meet tight deadlines.
• Flexibility to travel locally and internationally as required.
• Adaptability to dynamic market conditions and evolving customer needs.

Key Performance Indicators (KPIs)

• Successful implementation of operational and promotional plans for assigned accounts.
• Effective management of commercial relationships leading to revenue growth.
• Achievement of customer satisfaction and retention targets.
• Continuous improvement in quality control and service efficiency.

Conclusion

The Account Management Specialist plays a crucial role in driving business growth, strengthening customer relationships, and optimizing service delivery. By leveraging data-driven strategies, strong leadership, and a customer-focused approach, this position ensures that organizational objectives align with market demands. If you thrive in a fast-paced, competitive industry and possess strong analytical and relationship-building skills, this role is an excellent opportunity to make a significant impact.