Account Manager ( Customer Support )
- Sapiens
- 12 - 17 years
- Bengaluru
- 3 days ago
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Job Description
Sapiens is on the lookout for a Account Manager (Customer Support) to become a key player in our Bangalore team. If you're a seasoned Account Manager pro and ready to take your career to new heights with an established, globally successful company, this role could be the perfect fit.
Working Model:Our flexible work arrangement combines both remote and in-office work, optimizing flexibility and productivity.
This position will be part of Sapiens Digital (Delivery) division, for more information about it, click here:
- Experience and passion for modern web development technologies and techniques React 16 / Angular (4,5,6), Automated Unit Testing, HTML, CSS Modules / Styled Components, etc. Advantage.
- Knowledge in modern architectural methods and patterns such as Cloud Computing and Containers (Kubernetes, Docker) - Advantage
- Public cloud experience (Amazon, Azure, Google) - AdvantageWe are looking for a highly motivated and experienced IT Account Manager with a strong background in the insurance domain to join our team.
- The ideal candidate will be responsible for managing client relationships, ensuring customer success, and driving the adoption of our IT solutions..
Job Description
- Develop and maintain strong relationships with existing BAU clients.
- Understand client needs and provide tailored IT solutions to enhance their business operations.
- Collaborate with cross-functional teams to ensure successful implementation and support of IT services.
- Monitor client satisfaction and address any issues promptly to ensure a positive customer experience.
- Conduct regular check-ins and business reviews with clients to assess their needs and identify opportunities for growth.
- Stay updated on Sapiens digital product update/ upgrades, industry trends and best practices to provide valuable insights to clients.
- Prepare and present reports on account status and performance.
- Strategic thinking forecast, plan and scale the team in an efficient manner to meet future demands
- Expand - Identify opportunities for improving the customer experience, provide additional value and provide feedback to relevant teams and departments.
- Plan and execute Continuous Digital Upgrade strategy
- Analyse customer data to identify patterns and insights; and leverage this information to enhance customer relationship management strategies.
- Lead the engagement with a proactive and continuous improvement approach.
- Voice of the customer - Represents the customer and creates the customer centric view within the global organization
- Serving as an escalation point to support teams & the customer
- Possessing excellent product knowledge to enhance customer support.
- Handling customer complaints /concerns professionally to maintain good customer relationships
Education:
- BE/MS/MCA or higher degree in Computer Science or an equivalent field.
Experience:
- 12+ years of overall experience IT experince in relevant technologies with a strong track record of delivering complex projects throughout the lifecycle.
- 5+ years of experience in Support & customer Relationship management roles or similar.
- Proven experience as an Account Manager or similar role in the IT industry, preferably within the insurance domain.
- Strong understanding of IT solutions and their application in the insurance sector.
- Excellent communication and interpersonal skills.
- Ability to manage multiple accounts and projects simultaneously.
- Customer-focused mindset with a passion for driving customer success.
Technical Skills :
Soft Skills :
- Familiar with ITIL processes and their definition, tools and implementation (Service Now)
- Improving the customer experience also extends further than dealing with complaints. They can also enhance the customer experience by informing clients of new and existing company products/ services that the customer may benefit from.
- Ability to recognise the patterns in customer behaviour and develop new strategies for business growth.
- Ability in dealing with complaints. But it should be viewed as an opportunity to surprise and delight a customer when they are coming from a place of displeasure.
- Winning over customers requires strong negotiation and conflict resolution skills.
- Landing sales, upselling or cross-selling relies on persuasive selling.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer ServiceEmployement Type: Full timeContact Details:
Company: SapiensLocation(s): Bengaluru
Keyskills: kubernetes css it solutions conflict resolution html upselling public cloud customer relationship unit testing customer complaints microsoft azure sales docker customer support customer centric web development itil customer experience
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Sapiens International Corporation (NASDAQ and TASE: SPNS) is a leading global provider of software solutions for the insurance industry, with a growing presence in the financial services sector. We offer integrated core software solutions and business services, and a full digital suite for the prope...
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