Account Manager

Job Descriptions and Key Responsibilities:

Client Relationship Management: (30%)

● Primary Liaison and Strategic Alignment: Act as the central point of contact for the client, fostering a deep understanding of their unique organizational goals, standard operating procedures (SOPs), and overarching business objectives. Proactively ensure that all Trust & Safety initiatives and operational workflows are meticulously aligned with these client-specific requirements, contributing directly to their strategic success.

● Cultivating Strong, Collaborative Partnerships: Develop and nurture robust, long term relationships with key client stakeholders across various departments. This involves regular communication, active listening to understand their evolving needs and challenges, and building trust through consistent delivery and transparent problem-solving. The aim is to establish a collaborative environment where both parties work in synergy towards shared goals.

● Comprehensive and Insightful Reporting: Prepare and deliver regular, concise, and highly informative reports that provide a holistic overview of performance. These reports should encompass critical metrics related to Trust & Safety operations, detailed analyses of escalations and their resolutions, and comprehensive updates on wellbeing initiatives. The reporting should not only present data but also offer actionable insights and strategic recommendations to the client.

Service Delivery Oversight: (15%)

● Ensure the timely and successful delivery of all services and solutions according to client needs, contractual obligations, and internal quality standards.

● Act as an escalation point for critical service issues, coordinating cross-functional internal teams (e.g., Operations, Technical Support, Finance) to resolve problems efficiently and restore service stability.

● Monitor and analyze Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), proactively identifying and addressing trends that could impact service quality or client satisfaction.

● Oversee the management of service contracts, ensuring compliance and advising clients on changes, renewals, and optimizations.

Best Practice Sharing & Process Standardization (25%)

● Establish a Knowledge Transfer Framework: Design and implement a structured program (e.g., quarterly forums, dedicated internal collaboration space) to facilitate the sharing of successful processes, templates, and lessons learned across the six teams.

● Drive Process Consistency: Lead the standardization of core service delivery processes (e.g., issue escalation, change management, reporting format) to ensure a consistent and high-quality experience for the client, regardless of the supporting team.

● Post-Mortem & Root Cause Analysis: Champion rigorous post-mortem analysis for major incidents or service failures, capturing actionable insights and ensuring new best practices are formally documented and adopted by all relevant teams.

● Define Excellence: Create and maintain a definitive set of "Best Practices" or "Gold Standards" for service delivery and client interaction.

Strategic Service Governance & Team Oversight (20%)

● Matrix Management of Six Service Teams: Provide strategic direction and daily oversight to six different internal service delivery teams (e.g., Technical Support, Project Management, Operations, Engineering, Finance, and Sales Support) dedicated to the client portfolio.

● Performance Accountability: Hold team leaders accountable for Service Level Agreement (SLA) adherence, Key Performance Indicator (KPI) achievement, and operational efficiency, escalating critical resource or performance issues to executive leadership.

● Unified Delivery Strategy: Develop and enforce a cohesive service delivery plan that aligns the activities and priorities of all six teams with the client's strategic objectives.

● Risk Mitigation: Proactively identify and manage service delivery risks across teams, ensuring timely communication and coordinated mitigation plans are in place.

Process Improvement and Analytics: (10%)

● Data-Driven Service Enhancements: Proactively use data to identify trends, analyze issues, and implement solutions that enhance service quality, efficiency, and user satisfaction. Conduct root cause analyses and develop preventative measures.

● Integrated Client Feedback Loops: Establish systematic feedback mechanisms, including regular communication, surveys, and workshops, to consistently capture and integrate client perspectives into operational improvemen ts.

● Wellbeing-Related Metrics and Performance Reporting: Continuously monitor and analyze wellbeing metrics (team morale, stress, workload, etc.). Integrate these into performance reports to assess operational health, identify concerns, and inform decisions for a supportive work environment.