Account Manager/Client Servicing Manager - IT Security Firm

Core Responsibilities:

- Interact with clients and build relationships with them while ensuring their needs are being met

- Design creative ways to resolve client problems or disputes

- Develop implementation of client service protocols

- Coach and mentor a team of Customer Service Associates to ensure an exceptional client experience and meet all department goals

- Record and document client interactions for training purposes

- Create monthly and quarterly departmental reports to determine whether KPIs are being met and where there is room for improvement

Essential Skills/ Qualification/ Experience :

- Proven experience in a leadership role is required

- Excellent communication skills and the ability to anticipate the needs of customers

- Must demonstrate strong analytical thinking skills

- Should possess strong problem solving skills and the ability to make sound judgement calls

- Superior organizational and time management skills

- Knowledge of customer service programs and databases, or the ability to learn new software quickly

- Innovative, creative thinking skills to ensure the organization is providing a cutting edge client experience.