Account Management - Team Head CIS AM5
Location: Bristol, Croydon, Zurich, Warsaw, Barcelona (Hybrid)
In this position, you’ll be based in the Bristol, Croydon, Zurich, Warsaw, Barcelona office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex.
We give you a world of potential
The Head of Account Management role operates within this division at a local level and owns the client relationships from an operational day-to-day perspective for the EMEA region. You will be responsible for the management of local teams and ensuring operational delivery of share plans related events and processes.
The Team Head is also expected to work collaboratively across teams and departments, supporting continuous improvement and project-related activities to ensure that the business can deliver to SLA satisfaction, minimize risk towards our clients, and support the growth of the business within the region.
A role you will love
You will lead a team of Senior and Account Managers in one region to effectively build and maintain key relationships across a client portfolio and take operational ownership of client relationships, working with our stakeholders to enhance the reputation of Computershare.
The role requires you to own the day-to-day delivery of high-quality customer service and collaborate closely with internal and external stakeholders to meet deadlines and delivery levels.
Key Responsibilities:
1. Line management of a Key Account or Account Management Team, understanding HR policies and personal people management.
2. Liaising with the Business Support unit on strategic or operational decisions.
3. Liaising with Senior Management on the operational health of the client portfolio.
4. Act as the first level of escalation for client and internal stakeholders. Act immediately on client risks and ensure business key stakeholders and direct superiors are aware of major client issues and escalations, initiating required mitigation steps and monitoring progress accordingly.
5. Liaise with Senior Client Management on strategic changes to clients, influence commercials based on operational impacts, and provide MI to support the operational health of the clients.
6. Responsible for mentoring and developing members of the Account Management team.
7. Ensure client requests are monitored and prioritized correctly by the team, including monitoring service levels and client satisfaction, reporting on client status, and checking quality and completeness of client requests before execution.
8. Overall SME for key clients, plans, product and process, with in-depth technical understanding of the system processes.
9. Attend client meetings and/or calls to review service/project delivery status and event planning. Provide suggestions for operational improvements/efficiencies and coordinate participation of other internal parties as needed.
10. Actively identify opportunities for efficiencies, solutions, and synergies within your and other client portfolios. Accountable for suggesting value-added chargeable services (professional services).
11. Provide support in analyzing client plans and developing comprehensive solutions in close cooperation with the relevant internal and external stakeholders to set up system configuration and underlying processes.
12. In collaboration with Client Management and Sales, define and decide consultative up/cross selling approach by understanding the needs of clients, types of plans, functionalities of the platform, etc.
13. Participate in high-profile sales pitches when called upon or provide resources from the team.
What will you bring to the role?
1. Degree Educated (Preferred)
2. Leadership Experience
3. Multilingual (Preferred)
4. Excellent communication skills
5. Tact and diplomacy when dealing with challenging clients, complaints, or sensitive issues
6. Excellent planning and organizational skills
7. Strong negotiation skills and experience in dealing with commercial aspects related to clients.
8. The ability to identify and apply best practices and thrive in a high-performance environment.
9. You will have a direct impact on the delivery of our agreed service levels with our customers.
10. Share Plans Certifications (Preferred)
Rewards designed for you
1. Flexible work to help you find the best balance between work and lifestyle.
2. Health and wellbeing rewards that can be tailored to support you and your family.
3. Invest in our business by setting aside salary to purchase shares in our company, and you’ll receive a company contribution as well.
4. Extra rewards ranging from recognition awards and team get-togethers to helping you invest in your future.
5. And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub.
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