Account Support Manager Jobs

Project and large account management experience

Working knowledge or ITIL incident, problem and release management process and procedures

Management – High-level oversight/escalation point for the customer’s ServiceNow Case, Problem, and Change records

Reporting – Agreed upon and regular service management reporting and analysis

Coordinate internal resources, including technical and customer support, professional services and management to meet account performance objectives and customers’ expectations

Manage special projects as assigned by management to meet customer and cross-functional team needs

Must have problem solving skills to drive case and escalation management from beginning to resolution

Proven ability to manage complex, high pressure situations, staying focused on the right priority and effectively handle time-management

Sufficient technical skills to obtain NCTA certification

Must have proven leadership experience and success supporting a large financial customer

Must possess “ownership” mentality in building internal/external relationships, driving actions, and ensuring the best customer experience

Excellent interpersonal communication and customer service skills in order to collaborate successfully with customers and cross functional teams

At least 5 years of progressive experience in a call centre management role

Knowledge of call centre technology and experience in implementing call centre systems

Manage and lead the call centre team to ensure optimal performance, providing coaching and training as necessary

Knowledge of Filipino and English of a Native Speaker level

Strong leadership and interpersonal skills

Excellent written and verbal communication skills

Strong interpersonal and time management skills, and an ability for productive collaboration across varying departments

Complete customer support activities including but not limited to product administration scheduling, associated order management and delivery

Effectively leverage internal systems for ongoing case management which includes phone and email outreaches, case documentation, and customer inquiry/request resolution.

Proficient in PowerPoint and Excel, telephony and navigating systems related to product ordering and case management preferred

1+ years of progressive business experience in the biopharmaceutical industry with broad understanding of pharmaceutical sales, marketing, customer and patient services

Ability to manage multiple projects and consistently meet deadlines

Good working knowledge of Google sheets (formulation and pivot table capabilities)

3-5 years of relevant work experience required

Basic knowledge of Microsoft Office, Slack, HubSpot and Google Suite

Strong problem-solving and troubleshooting skills

Ability to handle tight deadlines and scheduling requirements

Actual starting pay is determined by various factors, including but not limited to relevant experience and location.

Direct handling of the troubleshooting phase, including phone communication and remote sessions with the customer.

Diligent tracking of every request coming from the customers you manage, from ticket creation until its resolution.

Ensure the implementation meets the requirements defined by the customer and perform regular health checks on it.

Closely follow every project your customers are involved in to ensure you remain knowledgeable and informed.

At least 5 years of technical support experience

Consolidated experience in troubleshooting Linux server-side applications

Establish a working relationship with assigned customer account, focused on transactional issue management considering customer objectives and roadmap.

Successful track record in Relationship Management and Account Management, preferably in a digital selling IT environment

Excellent communication and presentation skills, both written and spoken

Knowledge of PTC solutions is not required but a big plus

Ability to work well in team with excellent organizational skills

Cross-functional coordination and collaboration skills across various levels

Experience in Project Management capabilities and principles

Working knowledge of ITIL incident, problem and release management process and procedures

Management – High-level oversight/escalation point for the customer’s ServiceNow Case, Problem, and Change records

Reporting – Agreed upon and regular service management reporting and analysis

Comfortable interacting with all levels of management

Understand and explain ServiceNow application, features, and benefits as it relates to customer needs.

Manage customer expectation and lead them to customer satisfaction

Always strive to provide exceptional customer experience.

3+ years of experience in a customer facing B2B SaaS role

Experience managing multiple stakeholders and projects

Critical thinker with problem solving skills

Startup experience (preferably in the last two years)

Experienced in customer service and relationship management skills

5+ Yrs. Experience in technical services and customer relationship management

Proactively analyze tickets and interactions to help guide training plans via Customer Success Managers (CSMs) and Education

Knowledge of software development process, IT Operations, and Technical Infrastructure

Experience supporting customers using SaaS products and/or Cloud platforms

5+ Yrs. Experience managing strategic/top accounts in the technology sector

Develop and maintain productive relationships to assist the NEFT Sales Team and NEFT partners as directed by management

Wine / Liquor Industry Experience

Execute imaginative and innovative experiences at NEFT tastings and events

Report to Regional Activation Manager

Precise and effective communication with managers

Experience building relationships and representing brands

Basic project management, communication, and analytical skills.

Identify potential escalations and alert management proactively.

Build strong relationship with management in assigned accounts.

Drive Customer Expectation management as part of escalation process.

Broad knowledge of company products and services offerings.

Communicate effectively and tactfully to technical level, first- and middle-level management within an organization.

Basic project management, communication, and analytical skills.

Identify potential escalations and alert management proactively.

Build strong relationship with management in assigned accounts.

Drive Customer Expectation management as part of escalation process.

Broad knowledge of company products and services offerings.

Communicate effectively and tactfully to technical level, first- and middle-level management within an organization.