Client Account Manager (KMC)

Make your next big career move by applying as KMC Solutions' next CLIENT SUCCESS ARCHITECT!

The Client Success Architect (Account Management) at KMC is focused on maintaining exceptional relationships with Clients to provide best-in-class client experience. Our CSAs act as the overall liaison between the Client and all components of KMCs Talent as a Service internal operations to ensure excellent service delivery. As an imperative, the role must drive successful operational build-out and expansion and resolve issues and concerns by providing sound resolutions through a structured or data-driven approach, while still observing flexibility.

The main responsibilities of a CLIENT SUCCESS ARCHITECT include:

• To build rapport and develop a strategic relationship with client stakeholders, fully grasp the business of the Clients, and anticipate the needs to provide a best-in-class client experience
• To assume responsibility for ensuring that all aspects of the clients operations are properly supported by any KMC departments
• To continually explore areas of growth and advise the sales team of the possible opportunities to expand the relationship

Key Tasks:

• Day-to-day account and Client relationship management
• Analyzing account performance and providing reports specifically Quarterly Business Reviews
• Ensure KMC receives regular Client feedback and provides constructive feedback to Ops Management with proactive suggestions
• Attend calls/meetings with the Sales Team and Clients and provide minutes copying Ops Management
• Undertake initiatives to enhance Account Management performance and client satisfaction (and in turn Client retention)
• Work with the People and Culture Department in managing initiatives to enhance employee satisfaction (and in turn Employee retention)
• Guide the Client in onboarding functions and initial program setup
• Participate in and/or support Client visits
• Leading project management activities as required
• Completing administrative work as required

Highlights and Perks of the Job:

• You will be interacting with key players such as C-level executives from enterprise-level organizations which can expand your network
• Independent decision-making and flexibility on how to accomplish the job.
• Exciting performance-based incentives

Main Challenges:

• Stress and urgency caused by an upset Client if something goes wrong
• Maintaining a high level of Client satisfaction without compromising the company's standards.
• Admin tasks and time management

KPIs: (Scores are based upon a scale of 1-10 with 10 being exceptional)

• Client retention rate
• Client escalation rate
• Client relationship management
• ERP Maintenance
• Quarterly Business Review Presentations
• CSAT Client Participation Rate