As a Customer Care Account Manager (CCAM) at Ello Technology, you will be the primary point of contact for your assigned clients, ensuring the delivery of exceptional customer service and building strong relationships.
Your main responsibilities include driving customer satisfaction, resolving client issues, and aligning our services with customer needs to foster long-term partnerships.
Additionally, you will work closely with internal teams to ensure clients' needs are addressed proactively and effectively, contributing to customer retention and revenue growth.
Responsibilities: Client Relationship Management : Build and maintain strong, trust-based relationships with key stakeholders in assigned accounts.
Customer Satisfaction : Ensure high levels of customer satisfaction by providing timely and effective support and ensuring that clients' expectations are exceeded.
Issue Resolution : Serve as the main point of contact for resolving client issues, coordinating with technical teams to ensure prompt resolution.
Account Growth : Identify upselling and cross-selling opportunities by aligning client needs with Ello Technology's services to drive account growth and increase Monthly Recurring Revenue (MRR).
Customer Advocacy : Act as an advocate for the client within Ello Technology, ensuring that their feedback is heard and actioned to continuously improve services.
Proactive Communication : Anticipate client needs and provide proactive recommendations to enhance their experience with our services.
Internal Collaboration : Work closely with Sales, Technical Support, and Customer Success teams to deliver seamless service to clients.
Retention and Renewal : Focus on retaining clients by ensuring they receive value from our services, driving contract renewals.
Reporting : Provide regular updates and reports to management on account performance, customer satisfaction, and potential risks.
Requirements Skills and Competencies: Customer-Centric : Passionate about providing exceptional customer experiences.
Strategic Thinking : Ability to understand clients' long-term goals and offer solutions that align with their business objectives .
Communication : Excellent verbal and written communication skills, with the ability to simplify technical information for non-technical audiences.
Proactive Problem-Solving : Able to anticipate potential issues and address them before they escalate.
Resilience : Adaptable and able to handle challenges in a fast-paced, dynamic environment.
Collaboration : Strong team player, able to work across departments to ensure the delivery of top-notch service.
Attention to Detail : Ability to manage multiple accounts and track details to ensure no client needs are overlooked.
Benefits Market Related Salary with an Annual Bonus Structure: Annual bonus structure – 3 per year 1.
Performance-Based Bonus KPI 85-89 Points: Meets Expectations - Bonus: 5% of gross annual salary.
- Criteria: Manage an Average of between 85%-89% score calculated per month over 12 Months.
90-94 Points: Exceeds Expectations - Bonus: 8% of gross annual salary.
- Criteria: Manage an Average of between 90%-94% score calculated per month over 12 Months.
95-100 Points: Exceptional Performance - Bonus: 10% of gross annual salary.
- Criteria: Manage an Average of between 90%-94% score calculated per month over 12 Months.
Review and Adjustments: Monthly Review: Performance scores are reviewed monthly to provide immediate feedback and identify areas for improvement.
Annual Review: The 12-month average will be reviewed to determine bonus eligibility and to discuss potential adjustments in responsibilities or targets based on the year's performance.
This structure ensures that the performance metrics are clearly de fined and directly tied to reward mechanisms, fostering a culture of continuous improvement and recognition of high performance.
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This structured approach ensures transparency in how performance is measured and rewarded, motivating employees to enhance their productivity and aligning their goals with the company's objectives .
2.
Company-wide Customer Retention Bonus Objective:
