Assistant Account Manager

Key Roles & Responsibilities:

• This role is responsible for end-to-end management of clients since the time they start interacting with Smartworks.
• Presales:
• Understanding the client requirements along with our internal stakeholders like Design, Sales and Partnerships.
• Making sure that the requirements are documented and signed off by clients.
• Internal delivery timelines tracking and continuously interacting with the clients managing the expectations.
• Post Sales:
• Upsell and cross sell of services to the clients from the array of services that SW has to provide. Continuously working with the Partnerships team to get more services which could benefit the clients while being in Smartwork.
• Working with internal stakeholders ensuring smooth operations of the clients.
• Act as Customer voice in the organization and vice versa and be the customer champion for all service expectations exceed customers expectations through the customer lifecycle increase.
• Provide support to customers or training on products to help customers plan and understand the best ways to utilize company products basis needs and business plans.
• Handle escalations and special requests of customers related to aspects like performance quality and improvements. Ability to follow up and ensure that the committed SLA for resolution is met.
• Renewals and retention of the client.