Senior Account Strategist
1 week ago
Job Summary:
MyOperator is seeking a highly skilled Senior Account Strategist to join our team. As a Senior Account Strategist, you will be responsible for managing a large portfolio of key customer accounts, identifying and prioritizing accounts based on outstanding issues, growth opportunities, strategic value, and renewal timeframe. You will develop a strategy for each account that identifies critical success factors, measurable milestones, potential obstacles, and a recommended plan of action. You will work collaboratively with various internal teams and individuals to ensure the best interest of the customer.
Key Responsibilities:
- Account Activation: Handle client account activation and ensure it is done within 24 hours.
- CSAT: Maintain a CSAT of at least 80%.
- Client Handling: Handle technical and operational issues raised by existing clients over various mediums, including chat tickets, calls, and emails, with a 1st response time of fewer than 2 hours on emails and 2 minutes over chat, and at least 80% First Call Resolution (Calls).
- Client Relation: Build and maintain a strong relationship with clients, connecting with at least 60% of assigned clients.
- Retention: Maintain a retention rate of at least 70%.
Requirements:
- 12 years of experience in communications, marketing, sales, account management, or client success.
- Strong verbal and written communication, strategic planning, and project management skills, including ARPU, Retention, and Churn %.
- Engineering background preferred.
- Excellent knowledge of MS Office, including Excel, Word, and PPT.
- Graduation in any domain is acceptable.
- Hands-on experience with CRM software is a plus.
- Clear communication skills to handle clients.
Benefits:
- Work from office.
- Device & WiFi Reimbursements.
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