Strategic Account Support Specialist

Job Title: Strategic Account Support Specialist

The roles and responsibilities:

Primary Responsibilities:

1. Payment Issue Resolution
   • Handle failed transactions from the payment gateway (mostly credit card payments).
   • Send one-time payment links to clients and ensure payment completion.
   • Collect proof of payment and upload it into the system for normalization.
   • Liaise between clients internal team members and the receivables team to complete the payment cycle.
2. Email Queue Management
   • Work from a shared mailbox/distribution list.
   • Address incoming requests on a First-In-First-Out basis.
   • Ensure SLA compliance (first action within 24 hours of email receipt).
3. Case Management
   • Raise cases in CRM (Microsoft Dynamics) for issues and route them to the correct department.
   • Monitor case progress escalate when necessary and ensure timely resolution.

Secondary Responsibilities

• Handle product-related issues for LinkedIn products (mainly Recruiter and Job Slots).
• Coordinate with Enterprise Support for technical fixes.
• Address deal desk and billing requests from clients.
• Occasionally communicate with clients via phone for urgent actions.

Cross-Functional Collaboration

• Act as an intermediary between:
  • Technical team
  • Billing team
  • Receivables team
  • Data Quality & Administration team
  • Deal Desk team

No of positions: 1 Headcount

Bangalore India (Hybrid - 3 days WFO Tuesday Wednesday Thursday)

Responsibilities:
Single handedly assist a team of Account Directors with a variety of tasks to ensure smooth and efficient customer experience.
Coordinate with Billing Collections and Enterprise Support teams to resolve administrative issues.
Maintain and update client records and databases with accurate and timely information.
Prepare and manage documents reports and correspondence as required.
Occasionally liaise with clients to provide status updates on their accounts and address any administrative queries.
Understand client issues and work with the relevant teams to ensure prompt resolution.
Build and maintain positive client relationships to enhance customer satisfaction.
Work closely with Billing Collections and Enterprise Support teams to resolve customer issues.
Support the Sales team with various tasks and initiatives as needed.
Participate in team meetings and contribute to continuous improvement efforts.

Basic Qualifications:
Bachelors degree in business administration Marketing Communications or a related field.
5 years of experience in administrative support customer service or a related role.

Preferred Qualifications:
Proficiency in Excel and CRM portals.
Excellent written and verbal communication
Strong collaborative and multitasking skills with attention to detail.
Excellent verbal and written communication skills.
Proficiency in Excel Reporting and CRM software.
Ability to work independently and maintain SLAs.
Customer-focused with a proactive approach to problem-solving.

Suggested Skills:
Billing
Customer support
Communication