Customer Services Account Manager Job at Association of Chartered Certified Accountants

ACCA (the Association of Chartered Certified Accountants) is the global body for professional accountants with over 200,000 fully-qualified members and 486,000 students worldwide - and they're among the world's best-qualified and most highly sought-after accountants.

We are recruiting to fill the position below:

Job Position: Customer Services Account Manager

Job Requisition ID: R5726
Job Location: Lagos
Job type: Full time

Job Description

• The Customer Service Account Manager will be the dedicated point of contact for all operational enquiries received from ACCA’s partners and will assume ownership for resolution keeping the partner and internal stakeholders updated, as required.
• The Account Manager will maintain and develop relationships with ACCA’s key partners and will work closely with various business departments to sustain and further develop the relationships with the accounts.

The Job
Reporting to the Regional Head of Customer Service, Africa, on a day-to-day basis, you’ll be involved in the following:

• Client & Customer Management (External) – Maintain and develop relationships with ACCA’s key partners, become the dedicated point of contact for all operational enquiries received from ACCA’s partners, work closely with various business departments in order to sustain and further develop the relationships with the accounts.
• Service delivery and improvement - Assume ownership for resolution keeping the partner and internal stakeholders updated, ensuring customer enquiries are handled within the agreed service level agreement whilst adhering to ACCA’s quality framework. Provide exceptional service to enhance customer experience using ACCA products and services. Suggest change and updates to ensure the department runs efficiently as possible
• Data Collection & Analysis - perform data management tasks to support others by using established procedures. Produce insight reporting for internal senior stakeholders enabling the enhancement of the relationship between ACCA and its partners.
• Debt management – ensuring all partners are invoiced in line with their payment policy and that payment is received within the agreed time frame, escalating where appropriate to local contact
• Maintain and develop relationships with ACCA’s key partners and will work closely with various business departments in order to sustain and further develop the relationships with the accounts.
• Building capability – builds own capabilities and develops the capabilities of direct reports (if any) by working within existing development framework; identifies training or coaching needs and works with the necessary stakeholders to close these gaps.

The Person
We’re looking for someone who has the following skills/experience:

• Ability to build strong relationships with colleagues, external contacts and clients
• Strong stakeholder engagement capability, being able to effectively influence and enable colleagues to understand how to deliver change to achieve sustainable results and able to tackle resistance to change
• Highly motivated, proactive and enthusiastic to have the discipline to work on their own initiative
• Highly organized with a capacity for solving complex problems and excellent time management skills to deliver to strict deadlines
• Excellent communication skills both verbally and written as presentation writing is a key part of this role
• Experience of working in cross functional structure to deliver excellent customer service whilst maintaining agreed KPI’s
• Highly proficient in in MS Word, PowerPoint, and MS Excel which are necessary for the creation of visually and verbally engaging reports and presentations for senior colleagues
• Account / Client Management – works with limited supervision and provides technical guidance when required on managing client accounts in a way that provides benefits for both for ACCA and its partners