Account Manager (Customer Support) @ Sapiens

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.