Responsibilities

Manage and develop relationships with key client accounts

Monitor account performance and ensure delivery against agreed KPIs

Manage client escalations and drive timely issue resolution

Analyse complaint trends and identify opportunities for improvement

Implement action plans to reduce complaint ratios and improve service quality

Collaborate with internal teams and external partners to drive performance improvements

Prepare and lead Quarterly Review Meetings (QRMs) and other client governance meetings

Present performance insights, improvement plans, and recommendations to clients

Maintain strong governance processes and support client retention initiatives

Identify risks and drive continuous improvement across assigned accounts

Requirements

Experience in Account Management, Client Services, Customer Success or similar client-facing role

Proven ability to manage key stakeholder relationships





Experience handling escalations, complaints, and service recovery

Strong analytical and problem-solving skills with a data-driven approach

Experience monitoring and improving KPI performance

Excellent communication and presentation skills

Strong organisational skills with the ability to manage multiple priorities

Proficiency in Microsoft Excel and PowerPoint

Customer-focused mindset with a commitment to service excellence and continuous improvement

Core Competencies Demonstrates 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.

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📌 Account Management Specialist (Madrid)
🏢 Jobtailor
📍 Madrid