Customer Account Manager
7 months ago
**Position**: Customer Experience Executive
**Reports to**: Customer Experience Manager
**The purpose of your position**:
As a Customer Account Manager at Parenta, you are ultimately accountable for ensuring our value proposition is applied to each and every customer account, for creating customer loyalty and positively impacting customer retention whilst supporting their businesses in becoming profitable. You will operate as part of a cross functional team and will be required to achieve set KPI’s and SLA’s, ensuring that the customer experience never waivers. Your main aim will be to deliver a ‘Remarkable’ customer journey, rather than just a service. You will seek out new opportunities and work with the Business Development Team to convert these. You will upsell/cross sell solutions within the accounts that you are responsible for.
**Position expectations**:
**Customer Experience Delivery**
- Delivering against set benchmarks across all of the customer touch points.
- Understanding the Parenta customer proposition.
- Operationalising the Parenta customer proposition across all customer accounts and customer touch points
- Undertaking customer satisfaction surveys.
- Conduct Customer Needs Analysis
- Efficient handling of queries/tickets on all services, ensuring queries are adequately resolved within the specified time frame.
- Identifying and resolving issues with initiative and good judgment.
- Effectively resolving customer complaints and complex questions.
- Ensuring that all end-users receive an “above and beyond” experience, that is timely, detailed and effective.
- Regular communication with Tutors and Training Managers to highlight ‘at risk’ learners.
- Ensuring all learners and employers have access to One File and training to use it.
- Regular communication with learners who are on a break in learning.
- Delivering exceptional support via video and phone.
- Ensuring customer engagement calls are carried out at mutually agreed intervals
- Identify opportunities to promote and sell relevant solutions
- Continuously striving to provide a premium service, through contributing and implementing innovative ideas to better the customer’s experience.
- Ensuring tickets are assigned to relevant members of the Parenta Team and tracking their completion within the customer charter timescales, having first attempted to resolve the ticket yourself.
- Actively promoting passion and reliability, and always delivering on promises.
**Results Delivery**
- Maintaining our SLA (Service Level Agreement) for calls and support tickets against Parenta’s customer charter and ensuring you fill spare capacity with outbound engagement calls
- Ensuring you respond to every customer within our customer charter SLA which is to be maintained without exception.
- Reduce learner withdrawals via an engagement strategy
- Consistently meeting or exceeding performance call benchmarks, which including but are not limited to speed, accuracy, resolutions and retention of customers
- Ensuring you receive at least 90% positive feedback from your customers each month.
- Achieving your monthly engagement call target, as agreed with your manager.
- Attaining the highest client service ratings, as determined by the Company, earning a minimum of 90% marks in all categories including communication skills, listening skills, problem resolution, enthusiasm and politeness.
**Administration**
- Following all internal processes and instructions for data entry activities, ensuring any anomalies are rectified.
- Understanding all systems to include One File, Zoho, Parenta Software Systems and updating them with customer, learner and manager communication
- Ensuring the support desk is fully utilised and updated with speed and accuracy.
- Ensuring CRM is up to date and all data entered is accurate
- Partaking in CRM cleansing.
- Re-confirming customer contact information regularly to ensure the information we hold on our systems is correct and updating systems accordingly.
- Researching information from within Parenta and externally, in order to reach an accurate conclusion for every customer enquiry.
- Maintaining product and industry expertise and transferring your knowledge to colleagues.
**Why you were selected**:
- Previous experience in customer experience/service or account management, ideally within a Training Provider environment
- Able to translate the voice of the customer into action.
- Proven objective handling experience.
- Excellent people and influencing skills.
- Excellent problem-solving skills
- Excellent written and verbal communication skills.
- Passionate about customer service and delivering improvements.
- Well organised and able to manage multiple activities.
- Self-motivated individual with the ability to energise others.
- Ability to work under tight deadlines and prioritise under pressure.
- Strong accuracy and attention to detail.
- Ability to multi-task and manage changing priorities and excels i
-
Executive - Customer Account Management
8 months ago
Dubai, United Arab Emirates Emirati Human Resources Development Council Full timeAs the Executive, Customer Account Management you will support the team in all activity relating to Account Management for clients within DCC. This includes liaising with key business executives and stakeholders. Additionally, you will work between the assigned customers and cross-functional internal teams to ensure the timely and successful delivery of our...
-
Esport Manager
2 days ago
Dubai, United Arab Emirates Gaming Account Full time*E-sport Manager* **Job Description**: 1. plan and execute the mobile game tournaments online/offline from A-Z 2. manage the E-sport team Requirement: 1. with Min 2 year E-sport management background 2. Active, self-drive, passion 3. strong connection for sponsorship and partners in Saudi is a plus 4. Arabic language is a must **Job Types**: Full-time,...
-
Account Manager/customer Service
4 days ago
Dubai, United Arab Emirates Miners Trading Electronics LLC Full timeJob Title**:Accounts Manager/Customer Service** Company Name**:Miners Hub** Location: Room 127, Zone 1 Schon Business Park (Central Plaza) DIP 1, Dubai, UAE **Job Description**: Manage customer accounts and provide excellent service. Oversee account-related administrative tasks and ensure all customer issues are resolved in a timely manner. Communicate...
-
Customer Success Account Manager
6 months ago
Dubai, United Arab Emirates Microsoft Full timeWith over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products, services, and partnerships. Come join CE&S and help us build a future where customers achieve their business outcomes...
-
Customer Accounts Manager
7 months ago
Dubai, United Arab Emirates Harakat marketing management L.L.C Full timeWe are a marketing company aiming to provide strategic and innovative services to our clients in Dubai and we are looking for a Customer Accounts Manager/Sales Executive to join our exceptional team. Job Responsibilities: - Prospecting a potential clients and persuading them about the services and products we offer. - Gathering customer orders and...
-
Customer Success Account Management
7 months ago
Dubai, United Arab Emirates Microsoft Full timeWith over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products, services, and partnerships. Come join CE&S and help us build a future where customers achieve their business outcomes...
-
Customer Success Account Manager
1 week ago
Dubai, United Arab Emirates Digital Partners Global Full time**Objectives of this role**: - own overall relationship with clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction; - establish a trusted and strategic advisor relationship to help drive continued value of our products and services; - maintain and develop...
-
Customer Success Account Manager
4 days ago
Dubai, United Arab Emirates Microsoft Full timeAre you a tech-savvy cloud loving person that has Cloud and IT (information technology) Service Management blood running in your veins? Do you want to be that key person that helps our more strategic enterprise customers achieve the most out of the Microsoft products and services they use? Do you get your energy from making your customers succeed in making...
-
Customer Account Manager
2 weeks ago
Dubai, United Arab Emirates Zurich Gruppe Deutschland Full time**Job Summary**: Zurich Middle East is part of Zurich Insurance Group, one of the world’s largest and most experienced insurers. Our mission is to help our local community understand and protect themselves from risk locally and globally. In-Line with our Emiratization strategy, Zurich is looking to hire Emirati talents who are aspiring to develop and grow...
-
Customer Success Manager
2 days ago
Dubai, United Arab Emirates Dynamic Logics Management Consultancy Full timeA company revolutionizing the education sector is currently looking for a Customer Success Manager experience in Accounting Systems & ERP implementation. Location: Dubai Silicon Oasis **Salary**: Based on experience Must be proficient in MySQL is a plus Bachelor Degree in Accounting, Business Administration or a Related field Application Question(s): -...
-
Customer Service
1 week ago
Dubai, United Arab Emirates RAD Sports Full time**Customer Care Management**: **Key Responsibilities**: - Provide exceptional service, ensuring a positive experience for all customers. - Handle customer complaints and concerns in a professional, patient, and effective manner. - Maintain customer satisfaction through regular follow-ups and issue resolution. **Accounting & QuickBooks Management**: -...
-
Customer Success Account Mgmt
7 months ago
Dubai, United Arab Emirates Microsoft Full timeAs a CSAM, you are the primary delivery and operations lead and a partner for our more strategic customers, empowering them to achieve more by accelerating their value realization across our Digital Cloud platforms. By leveraging your technical expertise, business acumen and industry perspectives you will be responsible for the end-to-end post sales delivery...
-
Customer Account Manager- Servers and IT Solutions
7 months ago
Dubai, United Arab Emirates Techsys Technology LLC Full time**TECHSYS TECHNOLOGY** is a leading provider of comprehensive solutions in IT, barcoding, and asset tracking. Our innovative products empower organizations to streamline operations and enhance efficiency. As part of our growth strategy, we are seeking an experienced Key Account Manager to join our dynamic team to our locations all over GCC. If you are...
-
Accountant/customer Service
2 weeks ago
Dubai, United Arab Emirates Blossom Design Services LLC Full time**Job Description**: - Thorough knowledge of accounting procedures and principles i.e. reconcile accounts receivable and accounts payable ledger to ensure that all payments are accounted for and properly posted. - Experience in customer service and accounts-related queries. - You will also be required to generate various reports. - Accuracy and attention to...
-
Customer Success Account Manager
7 months ago
Dubai, United Arab Emirates Everflow Technologies Full time**About the Company**: Everflow is a leading SaaS Partner Marketing platform, revolutionizing affiliate marketing by seamlessly managing affiliates, tracking every performance channel, and integrating with diverse tech stacks. Established in 2016, we have offices in San Francisco, Montreal, London, and Amsterdam and a distributed team across the US, Europe,...
-
Tomoh Program: Customer Success Account Management:
2 months ago
Dubai, United Arab Emirates Microsoft Full time**About**: Tomoh Program is Microsoft's program for Emiritization, aiming to accelerate Emiratis employability and create market impact through early in career recruitment, and skilling programs. **Program overview**: Microsoft Tomoh Internship is a paid nine-month training program that offers globally recognized technical and professional certifications &...
-
Technical Account Manager
4 days ago
Dubai, United Arab Emirates Qureos Full timeCyberArrow is investing significant resources to deliver successful revenue increase across its SaaS Offering business line. Technical Account Manager have a critical role in providing high quality customer retention and engagement. **Responsibilities** - Onboarding the new customers and creating a success plan for customer lifecycle. - Setup single-sign-on...
-
Customer Service Manager
4 months ago
Dubai, United Arab Emirates A Leading Holding Company In UAE Full timeThe Role We are a team of lawyers, tax consultants and accountants united by the international UPPERCASE infrastructure. We are a company that is engaged in legal business start-up all over the world. We have more than 4,000 customers, 5 branches in 2 countries around the world. We have an international team and our employees work from: UAE, Kazakhstan,...
-
Customer Success Manager
2 days ago
Dubai, United Arab Emirates Kinetic Full timeA leading Medical Devices company is actively recruiting a **Customer Success** **Manager** to be based in **Dubai**, **UAE.** **Key aspects of the role include**: - Responsible for account management - Maintaining and building relationships with customers - Onboarding new customers - Maximizing customer satisfaction and success - Establishing customer...
-
Account Management
8 months ago
Dubai, United Arab Emirates Microsoft Full timeDevelops and oversees the execution of account plans for multiple accounts and works to ensure engagements yield high volume sales for both Microsoft and the customer that are on track with goals, budgets, and forecasts. Understands customer drivers of digital transformation and leverages understanding to engage internal teams to accelerate the customer's...