Account manager

Nairobi - Kenya

Monthly Salary: Not Disclosed

Experience Required: 1-3years

Posted on: 6 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Description

Provide physical and remote support to clients and technical staff as required.
Maintain a high standard of customer service for all support requests and adhere to service management principles.
Monitor client accounts to ensure vehicles are consistently streaming and provide support whenever necessary.
Receive and analyze proposed client cancellations identify underlying issues recommend solutions and advise management on effective retention strategies.
Follow up on cancelled vehicles to facilitate change of ownership and retain business opportunities.
Initiate meetings with client decision-makers to obtain feedback identify challenges and implement strategies to prevent cancellations.
Escalate complex issues to international support teams when required.
Test and evaluate newly introduced technologies.
Assist the control room and technicians during emergencies at any time as needed.
Serve as a backup to the control room when required.
Sign off on IT and Customer Support site visits and submit weekly reports to the supervisor.
Collaborate with team members to develop proposals that address client needs concerns and objectives.
Prepare and submit reports to clients and departmental management.

Requirements

Diploma/Bachelors degree in Information Technology Customer Service or related field.
35 years of experience in Customer Support Account Management or Client Success preferably in a technology/telematics -based environment.
Strong understanding of customer support operations CRM systems and training delivery.
Proven track record of managing multiple client accounts and resolving complex client issues.
Excellent communication and interpersonal skills.
Strong problem-solving and analytical abilities.
Ability to multitask and manage competing priorities effectively.
Customer-oriented mindset with a passion for delivering exceptional service.
Proficiency in MS Office CRM tools and ticketing systems.
Team player with high levels of integrity and professionalism

Job DescriptionProvide physical and remote support to clients and technical staff as required.Maintain a high standard of customer service for all support requests and adhere to service management principles.Monitor client accounts to ensure vehicles are consistently streaming and provide support w...