Key Account Manager (fluent English)

Client's happiness, team satisfaction and service quality sounds like achievable perfect balance? 

We are looking for an experienced Key Account Manager to lead our outsourcing support team to the new heights. 

If you know how to ensure the customer's great experience when using advanced technology, and empower the team on that mission, we might be looking for YOU!

What You Will Do:

Client Success

• Maintaining constant communication with clients (feedback requests, reports upon client request);
• Handling client requirements in terms of team extending, service model change etc.;
• Cooperating with other departments to ensure client success;
• Monitoring client billing process;
• Updating billing documentation on a monthly basis and adjusting invoices upon request;
• Monitoring service quality (client’s feedback analysis and QA reporting);
• Ensuring SLA compliance.

Team Management

• Ensuring proper weekly scheduling;
• Collecting consultant feedback and further feedback analysis;
• Regular meetings with Product Supervisors and consultants;
• Arranging team training;
• Managing schedule requests along with the client requirements; 
• Providing the team with all the necessary resources for proper service delivery;
• Monitoring team discipline and ensuring corporate culture within the team;
• Monitoring QA reporting;
• Monitoring internal product documentation;
• Analysis and work processes optimization.

Requirements:

• At least 3 years of proven working experience in Customer Service;
• Team Management and supervision experience;
• Fluent English and Ukrainian language;
• Working knowledge of customer service software, databases and tools;
• Awareness of the industry's latest technology trends and applications;
• Ability to think strategically and to lead;
• Strong client-facing and communication skills;
• Advanced troubleshooting and multitasking skills;
• Customer service mindset.

Benefits:

• Fixed schedule (10am – 7pm, Mon-Fri);
• Big and well-equipped office (feel it! https://jobs.dou.ua/companies/supportyourapp/photos/);
• Compensation in USD (Financial and professional growth);
• Paid intensive training and trial period;
• Great management with no bureaucracy;
• Good bonuses for referring friends (referral program);
• SupportYourApp Medical Policy;
• Coffee, tea, season fruit, and vegetables;
• Various sports events and team-building;
• Partial compensation for SportLife membership;
• Corporate Library;
• Occasional business trips.

Who are we?

We are SupportYourApp, leading customer support outsourcing company. We work with 25 countries and provide BPO solutions to IT companies in 31 languages. There are amazing startups as well as leaders of the IT industry among our clients.

Grab your chance to join them, and send us your CV in English pointing out your outstanding skills!

Visit our website: www.supportyourapp.com