Account Management Officer at Sigma Consult

Industry: Telecommunications / Internet Service Provider (ISP)
Experience Level: 3–5 Years (Mandatory ISP Sector Experience)

Job Summary

We are seeking a proactive and dynamic Account Management Officer to manage and grow key customer relationships. The ideal candidate will oversee a portfolio of clients, ensuring excellent service delivery, customer satisfaction, and retention. This role requires strong communication skills, deep understanding of customer needs, and the ability to coordinate effectively with internal teams to achieve business objectives. The Account Management Officer will also identify opportunities for upselling, cross-selling, and long-term revenue growth.

Key Responsibilities

Client Relationship Management

• Serve as the primary point of contact for assigned customers, providing prompt and professional support.
• Build, maintain, and strengthen long-term relationships to enhance customer satisfaction and loyalty.
• Conduct routine check-in calls, feedback surveys, and relationship-building engagements.

Service Delivery Coordination

• Ensure timely and successful delivery of products and services according to agreed customer requirements.
• Liaise between customers and internal functional teams (technical, billing, service delivery, etc.) to resolve issues quickly.
• Monitor service performance and escalate challenges as necessary.

Account Growth & Retention

• Identify new business opportunities within existing accounts (upselling and cross-selling).
• Drive retention efforts and manage win-back activities for dormant or disengaged clients.
• Collaborate with sales teams to support revenue growth initiatives.

Reporting & Documentation

• Prepare and communicate weekly, monthly, and quarterly progress reports to stakeholders.
• Maintain accurate account records, customer activity logs, and CRM updates.
• Track key account metrics to identify trends and improvement areas.

Issue Resolution

• Handle difficult or escalated customer conversations professionally and solutions-oriented.
• Assist with resolving complex customer concerns and coordinate internal follow-ups.

Requirements

Education

• Bachelor’s degree in Business Administration, Sales, Marketing, or a related field.

Experience

• 3–5 years proven experience in Account Management, Sales Account Management, Key Account Management, or similar roles.
• Mandatory experience in the ISP/Telecommunications industry.

Technical & Professional Skills

• Strong proficiency in CRM tools such as Salesforce, Zoho CRM, HubSpot, or similar platforms.
• Excellent knowledge of Microsoft Office Suite (especially Excel).
• Demonstrated ability to deliver customer-focused solutions.
• Strong negotiation, listening, presentation, and communication skills.
• High level of accuracy, attention to detail, and ability to multitask.
• Ability to manage difficult conversations and maintain professionalism.
• Strong organizational and time-management skills.

Benefits

• Competitive monthly salary
• Health insurance
• Pension contributions
• Career development and growth opportunities
• Supportive and collaborative work environment