Customer Account Manager
6 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
7 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...
-
Customer Success Account Manager
5 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 Management
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
6 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 Manager
7 months 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 Success Account Mgmt
6 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
6 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...
-
Customer Success Account Manager
6 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,...
-
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 &...
-
Account Manager
8 months ago
Dubai, United Arab Emirates LEADVY MARKETING L.L.C Full timeWe are looking for an Account Manager to create long-term, trusting relationships with our customers. The Account Manager’s role is to oversee a portfolio of assigned customers, develop new business from existing clients and actively seek new sales opportunities. Account management responsibilities include developing strong relationships with customers,...
-
Account Management
7 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...
-
Key Account Manager
4 months ago
Dubai, United Arab Emirates Tagway Rfid Full time**Job description** Opportunity to work with Tagway RFID a leading technology solutions company based out of UAE that provides solutions to Jewelry, Retail, Asset and Hospitality industry. **Responsibilities and Duties** **Responsibilities**: - Responsible for managing the sales revenue and relationship with a set of client accounts - Calling US...
-
Customer Service Manager
3 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,...
-
Tax & Customs Accountant
6 months ago
Dubai, United Arab Emirates TotalEnergies Full time**Pays** Emirats Arabes Unis **Lieu** Dubai **Lieu de travail** DUBAI-U BORA TWRS(ARE) **Société employeur** TotalEnergies Renewables Development Middle East **Domaine** Finance **Type de contrat** CDD **Durée du contrat** 1 **Expérience** Minimum 6 ans - Graduate / master’s in accounting, commerce with a professional certification in...
-
Customer Success Manager
12 hours ago
Dubai, United Arab Emirates Nintex Full time**About Nintex**: At Nintex, we are transforming the way people work, everywhere. As the global standard for process intelligence and automation, we're trusted by over 10,000 public and private sector organizations across 90 countries. Our customers, from industry giants like Amazon, Coca-Cola, and Microsoft, rely on the Nintex Platform to accelerate their...
-
Accounts Manager
6 months ago
Dubai, United Arab Emirates DESERT FACE TRADING LLC Full timeUrgently required for an reputed automobile spare parts trading company dealing in heavy vehicles spare parts based in jebel ali dubai male Accounts Manager should have minimum of 10 years of experience in the managerial position, responsibilities as follows: - **Responsibilities** - Serve as the lead point of contact for all customer account management...
-
Accounts Manager
6 months ago
Dubai, United Arab Emirates Desert Face Intarnational FZCO Full timeUrgently required for an reputed automobile spare parts trading company based in jebel ali dubai male Accounts Manager, should have minimum 10 years of managerial experience in the accounts department, should be ready to join immediately, his duties as follows: - Serve as the lead point of contact for all customer account management matters - Build and...
-
Customer Service Manager
4 months ago
Dubai, United Arab Emirates Emirates Flight Catering Full time**Job Purpose**: The Customer Service Manager is responsible for managing all aspects of service delivery and contracts for the major client Airlines & Lounges of Emirates Flight Catering (EKFC) and acts as a management interface between the client and internal stakeholders. The Customer Service Manager will pro-actively identify client needs, potential...
-
Customer Relationship Manager
3 months ago
Dubai, United Arab Emirates GS Solutions Group of Inc. Full time**Key Responsibilities**: **Relationship Management**: - Develop and nurture long-term relationships with key clients and stakeholders. - Act as the primary point of contact for client inquiries and issues. **Customer Insights**: - Gather and analyze customer feedback to identify trends and areas for improvement. - Utilize data to develop strategies that...
-
Customer Experience Manager
6 months ago
Dubai, United Arab Emirates Teads Full timeAt Teads, we value the experiences that our clients have with our brand at every step. We believe that: - Everyone at Teads plays a role in making this experience efficient, strategic and most importantly, beneficial for our clients. - The sum of all interactions that a client has with the Teads brand impacts their overall experience and that no detail is...