Job Summary
We are looking for a professional and customer-focused Account Manager to manage and maintain strong relationships with our clients. The successful candidate will be the primary point of contact for customers, responsible for handling inquiries, following up on requests and issues, explaining software products and services, conducting product demonstrations, and coordinating with internal teams to ensure customer satisfaction.
Key Responsibilities
- Act as the primary point of contact for assigned clients and maintain strong, professional relationships.
- Handle customer calls, inquiries, requests, and complaints in a professional and timely manner.
- Understand customers' needs, requirements, and business challenges and communicate them effectively to the relevant internal teams.
- Explain the company's software products, systems, features, and services clearly to customers.
- Conduct professional product demonstrations and software demos for new and existing clients.
- Provide customers with guidance and basic training on how to use the company's software and systems.
- Receive, analyze, and follow up on customer issues and complaints until they are fully resolved.
- Coordinate with Development, Technical Support, QA, and Product teams to resolve customer issues.
- Keep customers updated regarding the status and progress of their requests and reported issues.
- Follow up on open tickets, requests, and pending issues to ensure timely resolution.
- Contact customers after resolving issues to confirm their satisfaction.
- Participate in customer meetings to understand requirements and discuss products, services, and ongoing issues.
- Maintain accurate records of customer communications, requests, complaints, and follow-up activities.
- Identify opportunities for additional services, upgrades, or cross-selling and coordinate with the Sales team when appropriate.
- Follow up on customer contracts, subscriptions, and renewals when required.
- Collect customer feedback and communicate it to the relevant internal teams to support continuous product and service improvement.
- Prepare regular reports regarding customer status, requests, issues, and satisfaction.
- Ensure a high level of customer satisfaction and contribute to long-term customer retention.
- Perform any other related duties assigned by management.
Requirements
- Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field
- .2–4 years of experience in Account Management, Customer Success, Customer Support, or a similar customer-facing role
- .Previous experience in a Software, IT, SaaS, or Technology company is highly preferred
- .Fluent English is mandatory, with excellent verbal and written communication skills
- .Excellent communication and interpersonal skills
- .Strong customer service and relationship management skills
- .Excellent problem-solving and negotiation skills
- .Ability to explain technical software concepts in a simple and understandable manner
- .Excellent presentation skills and the ability to conduct professional product demonstrations
- .Ability to handle customer complaints and difficult situations professionally
- .Strong follow-up, organization, and time-management skills
- .Ability to manage multiple customers, requests, and priorities simultaneously
- .Ability to work effectively with cross-functional teams
- .Good knowledge of Microsoft Office / Google Workspace and CRM or ticketing systems
- .Strong attention to detail and commitment to customer satisfaction
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Preferred Skills
- Experience working with software products or SaaS solutions.
- Basic understanding of software development and technical support processes.
- Experience using CRM, Help Desk, or Ticketing systems.
- Experience in preparing and delivering software presentations and demos.
- Strong sales awareness with the ability to identify upselling and cross-selling opportunities.
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT).
- Customer Retention Rate.
- Response Time to Customer Inquiries.
- Issue Resolution Time.
- Percentage of Requests Resolved Within SLA.
- Number of Successfully Conducted Product Demos.
- Customer Follow-up and Engagement Rate.
- Number of Escalated and Repeated Customer Issues.
- Renewal and Upselling Opportunities.
