Position Summary

We are looking for a new Key Account Manager to join our team!

Role and Responsibilities

Key Responsibilities:

• Develop and implement customer support strategies to enhance customer satisfaction and loyalty.
• Monitor and analyze customer feedback to identify trends and areas for improvement.
• Ensure timely resolution of customer inquiries and escalations.
• Collaborate with cross-functional teams (e.g., product, engineering, marketing) to address customer issues and improve product/service quality.
• Maintain up-to-date knowledge of industry trends and best practices in customer support.

Service Coordination Responsibilities:

• Coordinate with internal teams (e.g., technical support, product development) to streamline service processes and improve response times.
• Act as a liaison between customers and internal departments to ensure clear communication and efficient issue resolution.
• Develop and maintain service-level agreements (SLAs) with internal teams to ensure consistent service delivery.
• Oversee the implementation of new service initiatives and ensure alignment with customer needs and company objectives.
• Analyze service coordination metrics (e.g., resolution time, first contact resolution rate) to identify areas for improvement.
• Lead cross-functional projects aimed at enhancing the overall customer experience and service efficiency.

Skills and Qualifications

• Bachelor’s degree in Business Administration, Communications, or related field.
• 3+ years of experience in customer support management or related roles.
• Strong problem-solving and communication skills.
• Customer-centric mindset with a focus on delivering exceptional service.

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