The Account Manager at Actlogica plays a critical role in maintaining robust client relationships by ensuring smooth operations and resolution of functional/technical issues. Will acts as the primary point of contact between clients and internal teams, ensuring client satisfaction, prompt issue resolution, and effective communication.
Key Responsibilities:
· Develop, document, and implement robust production support processes to ensure efficiency and consistency.
· Establish workflows for incident management, problem resolution, and change control.
· Periodically review and optimize processes for scalability and alignment with business objectives.
· Provide strategic direction and leadership to the production support team.
· Act as the escalation point for critical issues and ensure timely resolution.
· Foster a culture of ownership, accountability, and continuous improvement within the team.
· Oversee the creation of Management Information System (MIS) reports to track team performance, SLA adherence, and issue trends.
· Present actionable insights and recommendations to senior management based on data analysis.
· Ensure transparency in reporting and communicate key metrics to stakeholders.
· Recruit, mentor, and manage a high-performing production support team.
· Conduct regular performance reviews and provide constructive feedback.
· Identify skill gaps and organize training programs to upskill team members.
· Stay updated on the latest technologies, tools, and industry best practices relevant to production support.
· Encourage the team to participate in learning programs and certifications.
· Drive post-incident reviews to extract learnings and avoid recurrence.
· Regularly engage with customers to gather feedback on support services.
· Implement measures to address customer concerns and enhance satisfaction.
· Develop a customer-first mindset within the team to ensure a positive experience.