Account Management Supervisor

About the role

This role involves overseeing customer issue resolution and escalation management across multiple channels, leading training and support enablement for Account Managers, and managing client relationships to drive retention and revenue growth. You will supervise documentation and reporting, monitor account renewals, conduct client visits, and collaborate with sales teams to identify opportunities.

Key responsibilities

• Oversee the handling of customer concerns across multiple channels (group chat, calls, email, on-site)
• Provide guidance and support to the team in addressing complex issues
• Validate information using internal platforms, escalate when necessary, and prepare formal incident reports
• Ensure issues are resolved efficiently, accurately, and in line with service level agreements (SLAs)
• Lead onboarding, skills development, and refresher training sessions for new and existing Account Managers
• Assess training effectiveness through feedback, performance trends, and knowledge checks
• Collaborate with the Sales team to identify upselling or cross-selling opportunities during customer interactions
• Supervise accurate logging of all customer interactions, incidents, and resolutions within CRM or internal tracking systems
• Monitor accounts approaching renewal or expiration (within 90 days) and proactively initiate follow-ups
• Conduct regular client visits to strengthen partnerships, address concerns, and gather insights

About you

• Bachelor's degree in Business Administration, Communications, or a related field
• Minimum of 5 years experience in customer and/or technical support with at least 3 years of supervisory or team lead role
• Experience in effectively training and onboarding new hires
• In-depth knowledge and mastery of customer service platforms preferably in the company's specific platform
• Proficient in MS Office (Word, Excel, PowerPoint)
• Ability to handle advanced technical issues and resolve conflict professionally
• Excellent communication and interpersonal skills
• Comfortable engaging through various digital platforms such as email, live chat, phone calls, and social media
• Basic knowledge of AI tools for marketing, analytics, or automation
• Able and willing to travel or conduct client visits