Account Manager

Job Summary

Client Relationship Management

• Serve as the primary contact for assigned clients and maintain strong professional relationships.
• Develop a thorough understanding of each client's business, objectives, and service requirements.
• Conduct regular client meetings and business reviews to discuss service performance and ongoing needs.
• Proactively engage with clients to identify concerns and opportunities for improvement.
• Manage client expectations and ensure timely communication regarding service updates.

Service Delivery Coordination

• Coordinate with internal delivery teams to ensure all agreed services are delivered accurately and within established timelines.
• Monitor service requests, projects, and recurring deliverables to ensure completion according to service level commitments.
• Track and follow up on outstanding client matters until resolution.
• Facilitate communication between clients and operational teams to ensure alignment on requirements and expectations.
• Escalate critical issues and risks to management when necessary.

Quality Assurance

• Review service outputs and deliverables to ensure compliance with company standards and client expectations.
• Monitor service quality and identify areas requiring corrective action or process improvement.
• Ensure client concerns and complaints are addressed promptly and effectively.
• Collaborate with delivery teams to implement continuous improvement initiatives.

Client Satisfaction And Retention

• Measure and monitor client satisfaction levels through regular feedback and engagement.
• Develop action plans to address service gaps and improve client experience.
• Build long-term relationships that contribute to client retention and account growth.
• Support renewal discussions and contract extensions where applicable.
• Identify opportunities to introduce additional services that may benefit clients.

Account Monitoring And Reporting

• Maintain accurate records of client interactions, service requests, and account activities.
• Prepare account status reports, service performance summaries, and management updates.
• Monitor account health and identify potential risks to client retention.
• Ensure all client documentation, agreements, and communications are properly maintained.

Issue Resolution And Escalation

• Act as the first point of escalation for client concerns and service-related issues.
• Coordinate investigations and corrective actions with internal teams.
• Ensure timely resolution of issues while maintaining positive client relationships.
• Communicate resolution plans and progress updates to clients.

Education

• Bachelor's Degree in Accounting, Business Administration, Management, Marketing, Communications, or a related field.

Experience

• Minimum 3–5 years of experience in Account Management, Client Services, Customer Success, or a related role.
• Experience managing multiple client accounts simultaneously.
• Experience coordinating cross-functional teams and service delivery processes.
• B2B service industry experience is preferred.
• Accounting and UAE tax Background is preferred.

Knowledge And Skills

• Strong client relationship management skills.
• Excellent communication and stakeholder management abilities.
• Strong organizational and project coordination skills.
• Ability to manage multiple priorities and deadlines.
• Problem-solving and conflict-resolution skills.
• High attention to detail and commitment to service quality.
• Proficiency in CRM systems and Microsoft Office applications.
• Ability to analyze service performance and recommend improvements.

• Service Delivery Compliance

• Resolution Time for Client Issues
• Number of Escalations Successfully Resolved

• Client Renewal Rate

• Quality Compliance of Deliverables
• Response and Communication Timeliness
• Account Growth and Cross-Selling Opportunities

Competencies

• Client Focus
• Relationship Management
• Accountability
• Communication Skills
• Problem Solving
• Attention to Detail
• Time Management
• Team Collaboration
• Service Excellence
• Strategic Thinking
• Negotiation and Influencing Skills
• Results Orientation

Success Measures