Fresh Jobs at Alfred & Victoria Associates

Job Summary

• Account manager responsibilities include developing long-term relationships with a portfolio of clients.
• Account Managers liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to customer needs.
• Manage and develop client accounts to initiate and maintain favorable relationship with clients.

Responsibilities

• Be the primary point of contact and build long-term relationships with customers.
• Ensure the timely and successful delivery of solutions according to customer needs and objectives.
• Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis.
• Liaise between the customer and internal teams.
• Build and maintain strong, long-lasting client relationships.
• Cross selling and Upselling to increasing revenues
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
• Develop new business with existing clients and/or identify areas of improvement.
• Assist with challenging client requests or issue escalations as needed.
• Daily Proactive Routine Calls for Customer Survey.
• Retention and Win-back

Requirements

• BA / BSc degree in Business Administration, Sales or a relevant field
• A minimum of 3 years cognate experience in a similar role
• Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager or relevant role
• Solid experience with CRM software (e.g. Salesforce, Zoho CRM or HubSpot) and MS Office (particularly MS Excel)
• Experience delivering client-focused solutions to customer needs
• Excellent listening, negotiation and presentation abilities
• Ability to prioritize and multitask
• High level of accuracy and attention to detail
• Ability to have difficult conversations
• Strong verbal and written communication skills.

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Job Summary:

• The Field Performance Monitor is responsible for overseeing the performance of the Field department.
• role ensures that coordinators adhere to established procedures and policies, prepares daily performance reports for the head of the department, identifies delays in ticket updates, and monitors the performance of engineers on-site.
• The Field Performance Monitor will also investigate escalated cases and provide insights into areas for improvement.
• Additionally, the role requires preparing and conducting regular training for the team, identifying weaknesses, and ensuring continuous improvement.

Key Responsibilities
Performance Monitoring:

• Continuously monitor the performance of the FOC department.
• Ensure coordinators follow departmental procedures and policies.
• Identify and report any deviations from established standards.

Reporting:

• Prepare and submit daily performance reports for the head of the department.
• Include detailed analysis of team performance and individual engineer performance.

Ticket Management:

• Track and catch delays in updating tickets by coordinators.
• Ensure timely and accurate ticket updates to reflect the current status of field operations.

Team Performance:

• Collaborate with coordinators to identify engineers who are not performing well on-site.
• Provide feedback and recommendations for performance improvement.

Case Investigation:

• Investigate escalated cases thoroughly to determine the root cause of issues.
• Document findings and propose solutions to prevent future occurrences.

Training and Development:

• Prepare regular training sessions for the FOC team.
• Identify weaknesses in team performance and develop training programs to address them.
• Ensure the team is up-to-date with the latest procedures, policies, and technologies.

Compliance and Improvement:

• Ensure compliance with all FOC policies and procedures.
• Recommend process improvements to enhance the efficiency and effectiveness of field operations.

Qualifications

• Bachelor’s degree in business administration, Operations Management, Telecommunications, Information Technology, or a related field.
• Proven experience in operations management, preferably within a similar environment.
• Basic knowledge of telecommunications and IT.
• Strong analytical skills with the ability to prepare detailed performance reports.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Strong problem-solving skills and attention to detail.

Key Competencies:

• Analytical Thinking
• Attention to Detail
• Communication Skills
• Problem Solving
• Time Management
• Team Collaboration
• Compliance Orientation
• Training and Development.