**Job Title:** Remote Account Support Manager
**Company:** Westports Holdings Berhad
**Location:** George Town, Penang, MY
**Job Type:** Full-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 8
### Job Description
Westports Holdings Berhad is on the lookout for an experienced and dedicated **Remote Account Support Manager**. This role is vital in ensuring our clients receive premier support and are effectively serviced. As a key member of our operations team, you will leverage data to inform decisions, streamline processes, and drive our strategic initiatives.
### Responsibilities
- **Client Relationship Management:**
- Serve as the primary point of contact for assigned accounts, maintaining strong, long-lasting relationships.
- Understand and anticipate client needs, ensuring their requirements are met efficiently.
- Conduct regular check-ins and ensure clients are satisfied with services and products provided.
- **Account Support:**
- Provide comprehensive account management support, assisting clients with inquiries, concerns, and resolutions.
- Develop proactive strategies to address potential issues and ensure consistent service quality.
- Collaborate with internal teams, including Sales, Operations, and Technical Support, to ensure client needs are met and aligned with company policies.
- **Data Analysis & Reporting:**
- Gather and analyze client performance data to identify trends, areas for improvement, and opportunities.
- Utilize data analytics to drive decisions and shape service delivery models.
- Prepare and present performance reports to both clients and management periodically.
- **Strategic Planning:**
- Contribute to the development and execution of strategies to improve customer satisfaction and account growth.
- Create and implement account plans that align with client objectives and company goals.
- Participate in cross-functional team meetings to provide insights based on account performance and client feedback.
- **Continuous Improvement**:
- Identify areas for improvement within account management processes and recommend enhancements.
- Stay updated on industry trends and best practices to enhance service delivery and customer engagement.
- **Training & Mentorship:**
- Mentor junior staff and support their professional growth.
- Assist in the training of new team members to ensure consistency in service delivery.
### Requirements
- **Experience**:
- Minimum of 8 years of experience in account management or customer support, preferably in a remote context.
- Proven track record in managing client relationships and delivering exceptional service outcomes.
- **Education**:
- Bachelor's degree in Business Administration, Management, or a related field is preferred.
- **Skills**:
- Strong analytical skills with the ability to interpret data and create actionable insights.
- Proficient in CRM software and data analysis tools.
- Excellent verbal and written communication skills.
- Planning and organizational skills with keen attention to detail.
- **Personality Traits**:
- Hardworking and motivated, demonstrating a strong work ethic and commitment to success.
- A proactive approach to solving problems and addressing client concerns.
- **Soft Skills**:
- Exceptional planning skills to manage multiple accounts and priorities efficiently.
- Attention to detail to ensure accuracy in reporting and service delivery.
### Benefits
- Paid sick leave
- Dental insurance
- Company-provided equipment for remote work
### Working Environment
At Westports Holdings Berhad, we leverage data to inform decisions and drive strategic initiatives. Our team embraces a collaborative and innovative culture, where employees are encouraged to contribute their ideas and solutions.
### Application Instructions
Interested candidates are encouraged to apply by submitting their resume and cover letter detailing relevant experience and qualifications by **October 4, 2024**.
### Equal Opportunity Statement
Westports Holdings Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
