ResponsibilitiesManage and develop relationships with key client accountsMonitor account performance and ensure delivery against agreed KPIsManage client escalations and drive timely issue resolutionAnalyse complaint trends and identify opportunities for improvementImplement action plans to reduce complaint ratios and improve service qualityCollaborate with internal teams and external partners to drive performance improvementsPrepare and lead Quarterly Review Meetings (QRMs) and other client governance meetingsPresent performance insights, improvement plans, and recommendations to clientsMaintain strong governance processes and support client retention initiativesIdentify risks and drive continuous improvement across assigned accountsRequirementsExperience in Account Management, Client Services, Customer Success or similar client-facing roleProven ability to manage key stakeholder relationshipsExperience handling escalations,



complaints, and service recoveryStrong analytical and problem-solving skills with a data-driven approachExperience monitoring and improving KPI performanceExcellent communication and presentation skillsStrong organisational skills with the ability to manage multiple prioritiesProficiency in Microsoft Excel and Power PointCustomer-focused mindset with a commitment to service excellence and continuous improvementCore CompetenciesDemonstrates expertise in Account Management and Client Services, focusing on relationship building, performance monitoring, and continuous improvement. Proficient in data analysis and skilled in delivering insights and recommendations to enhance client satisfaction and service quality.

📌 Account Management Specialist (Madrid)
🏢 Jobtailor
📍 Madrid