Collinson - Client Operations Account Manager

Description:

Key Responsibilities:

- Client Account Management

- Act as the primary operational point of contact for assigned client accounts.

- Manage onboarding processes, documentation, setup, and coordination for new clients.

- Maintain up-to-date understanding of client requirements, service scope, and SLAs.

- Ensure timely resolution of client queries, issues, and escalations.

Operations & Service Delivery:

- Oversee day-to-day account operations including scheduling, execution, and monitoring of client-related tasks.

- Coordinate with cross-functional teams including Sales, Technical, Finance, and Support to ensure smooth delivery of services.

- Track workflows, submissions, deliverables, and approvals to ensure SLA compliance.

- Review and validate work outputs delivered to clients for accuracy and completeness.

Reporting & Documentation:

- Maintain detailed documentation of processes, client updates, SOPs, and issue logs.

- Support periodic business reviews with clients by preparing operational data and summaries.

Stakeholder Coordination:

- Collaborate with internal departments to streamline communication, workflows, and process improvements.

- Liaise with vendors, partners, and third-party service providers for smooth execution of client tasks.

- Support senior management with updates on account performance, risks, and improvement areas.

Process Optimization & Quality Assurance:

- Identify operational bottlenecks and propose process improvements.

- Ensure adherence to quality standards, compliance policies, and operational guidelines.

- Implement best practices to enhance client experience and operational efficiency.

Issue Resolution & Escalation Handling:

- Proactively identify potential issues or delays and take corrective actions.

- Manage escalations professionally and ensure closure within defined timelines.

- Conduct root cause analysis for recurring issues and implement preventive measures.

Required Skills & Competencies:

Technical & Professional Skills:

- Strong experience in client operations, account management, or customer success.

- Ability to manage multiple accounts simultaneously with high attention to detail.

- Proficiency in MS Office tools (Excel, PowerPoint, Word).

- Experience with CRM or workflow management tools (e.g., Salesforce, HubSpot, Zoho, JIRA, etc.) is preferred.

- Basic understanding of operational metrics, reports, and dashboards.

Soft Skills:

- Strong communication and interpersonal skills.

- Excellent problem-solving and analytical ability.

- Ability to work under pressure and manage time effectively.

- Strong organizational skills and a client-first mindset.

- Team player with an ability to collaborate across departments