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Delivery Lead (Account Management and Product Support) EST Shift

Delivery Lead (Account Management and Product Support) EST Shift

  • Full Time
  • Remote

eTeki Delivery Leads are responsible for customer account management leading to strong, long-term and profitable relationships. The end-to-end ownership of technical interviews-as-a-service includes working with a team of product support specialists and freelance service providers to deliver on-demand, expert, video interviews of IT professionals sourced by the customer. 

Overview

We are looking for experienced, detail-oriented and collaborative Delivery Leads to join our team. You will be responsible for enhancing eTeki’s reputation by accepting ownership for SLAs, quality of delivery, and client satisfaction.

  • Managing Client relations and farming the accounts
  • Operate the credit policy. Be fully accountable for collections. Meet the revenue, volume and price targets 
  • Enhance company reputation by accepting ownership for influencing new opportunities; exploring opportunities by either expanding with existing customers or by adding new customer accounts 
  • Responsible for keeping existing clients satisfied and delivering exceptional client service on a day-to-day basis
  • Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors. 
  • Conduct weekly, monthly and other periodic assessments with clients and capture the required data, analyze and present it to the company management.
  • Ensure the timely and successful delivery of our solutions according to customer needs and objectives
  • Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
  • Develop new business with existing clients and/or identify areas of improvement to meet sales quotas
  • Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts)
  • Prepare reports on account status
  • Collaborate with sales team to identify and grow opportunities within territory
  • Assist with challenging client requests or issue escalations as needed
  • Perform Product support tasks such as needed.

Candidate Profile Required.

  • Proven work experience as an Account Manager, Key Account Manager in the field of BPO’s, KPO’s Customer / Software Product Support/IT Recruiting
  • Past experience working with US clientele is of significance.
  • Solid experience with CRM software (e.g. Salesforce, Zoho CRM or HubSpot) and MS Office (particularly MS Excel)
  • Experience delivering client-focused solutions to customer needs
  • Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
  • Excellent listening, negotiation and presentation abilities
  • Strong verbal and written communication skills
  • Bachelor’s or Master’s  degree in Business Administration, IT recruiting or relevant field