Client Engagement / Account Manager at HRbreakoutRoom

Job Summary

• The successful candidate will be responsible for managing and growing our client accounts,while ensuring high levels of customer satisfaction.This role requires strong communication skills, attention to detail, and a passion for providing exceptional customer service.

Duties and Responsibilities

• Develop and maintain relationships with existing clients to ensure their satisfaction and retention.
• Conduct regular check-ins with clients to assess their needs and gather feedback.
• Work closely with management to identify new opportunities and generate new business.
• Manage and coordinate the activities (including surveys, opinion polls etc.) of our mystery shoppers to ensure that all assignments are completed on time and to the satisfaction of our clients.
• Monitor the quality of mystery shopping reports and provide feedback to shoppers to improve their performance.
• Develop and maintain a database of clients and shoppers.
• Work closely with the sales team to identify new business opportunities.
• Ensure that clients receive high-quality support and service, including responding to inquiries, addressing concerns,and resolving issues in a timely and efficient manner.
• Manage client accounts by tracking usage, monitoring engagement, and providing reports on key metrics.
• Collaborate with internal teams to ensure that client needs are met, including product development, customer service, and technical support.
• Analyze data and prepare reports for management and clients.
• Participate in the development and implementation of new processes and procedures to improve the efficiency and effectiveness of our operations.
• Stay up-to-date with industry trends and best practices.
• Provide regular feedback to management on client satisfaction, revenue growth, and
• opportunities for improvement.
• Any other related administrative duties and projects assigned by your line manager.

Key Performance Indicators

• Client Satisfaction Score: measures the overall satisfaction of clients with the services provided by the company. It can be measured through surveys, feedback forms, or other forms of customer feedback.
• Client Retention Rate: percentage of clients who renew their contracts or continue to work with the company after the initial engagement.
• Upsell/Cross-sell Rate: ability of the Client Engagement Manager in identifying opportunities to upsell or cross-sell additional products or services to existing clients.
• Response Time: speed at which the Client Engagement Manager responds to client inquiries or requests.
• Revenue Growth: growth in revenue generated from existing clients, as a result of the efforts of the Client Engagement Manager.
• Quality of Service: the quality of service provided to clients, as rated by clients themselves.
• Client Engagement Rate: the level of engagement between the Client Engagement Manager and clients, such as frequency of check-ins, meetings, or other forms of communication
• Active Users: the number of active users on the platform, as a result of the efforts of the Account Manager in driving adoption and engagement.
• Training Completion Rate: the percentage of users who complete the training courses offered by the platform, as a result of the efforts of the Account Manager in promoting and encouraging participation.
• Net promoter Score (NPS): the likelihood of customers to recommend the eLearning platform to others.
• Renewal rate: the percentage of customers who renew their contracts with the eLearning platform after the initial agreement.

Qualifications

• Minimum of a Second-Class Bachelor’s Degree in Business Administration, Marketing, or related field, from a Federal, State or Private University
• Minimum of 3 years of experience (post NYSC) in client engagement, account management, or customer service.
• Strong interpersonal and communication skills (both written and verbal).
• Excellent organizational and time management skills.
• Ability to work independently and as part of a team.
• Proficiency in Microsoft Office Suite.
• Knowledge of the eLearning industry is a plus.