**Job Title:** Online Account Support Manager **Company:** Ashland **Location:** Wellington, Wellington, NZ **Job Type:** Part-Time **Seniority:** Mid-to-Senior Level **Years of Experience:** 7+ --- **About Us:** At Ashland, we strive to empower the communities we serve and create innovative solutions that enhance everyday lives. We are looking for an Online Account Support Manager to join our dynamic team in Wellington. This position is ideal for an experienced professional who is resourceful, motivated, and adept at navigating the intricacies of online account support in a fast-paced environment. --- **Job Summary:** As an Online Account Support Manager, you will be the primary liaison between our online customers and our internal teams. Your duties will encompass fostering strong client relationships, managing online account inquiries, and ensuring exceptional customer satisfaction through strategic problem-solving and effective communication. You will play a crucial role in maintaining and growing our online presence while adhering to the ethical standards and integrity that Ashland values. --- **Key Responsibilities:** 1. **Client Relationship Management:** - Develop and maintain strong relationships with online clients to understand their needs and preferences. - Act as the main point of contact for client inquiries, providing timely and effective responses. - Follow-up on feedback from clients to enhance User Experience (UX) and ensure customer satisfaction. 2. **Account Management:** - Monitor and manage online accounts, ensuring data accuracy and relevance. - Analyze client behavior and engagement metrics to identify opportunities for improvement. - Collaborate with cross-functional teams to resolve account-related issues promptly. 3. **Support & Troubleshooting:** - Provide expert guidance and support to clients on product offerings, services, and troubleshooting issues. - Develop FAQs and knowledge base articles to empower clients to resolve common issues independently. - Handle escalated support requests with a focus on resolution and client retention. 4. **Process Improvement:** - Identify areas for operational efficiency and recommend enhancements to existing processes. - Utilize critical thinking to assess problems and develop effective solutions in a timely manner. - Stay updated on industry trends and technologies to implement best practices in account support. 5. **Reporting & Analysis:** - Prepare regular reports on support performance metrics, client feedback, and account health. - Use analytics to assess the effectiveness of support strategies and recommend data-driven adjustments. - Collaborate with marketing and sales teams to create targeted campaigns aimed at improving client engagement. 6. **Training and Development:** - Train and mentor junior support staff and new hires in account management best practices. - Conduct training sessions for clients when launching new products or features. - Act as a resource for the team, sharing knowledge and insights to foster a culture of continuous learning. --- **Qualifications:** - **Educational Background:** Bachelor's degree in Business Administration, Marketing, Communications, or a related field. - **Experience:** Minimum of 7 years in account management, customer support, or a related field, with significant experience in an online environment. - **Technical Skills:** Proficient in CRM software and online support tools. Familiarity with data analytics tools and web analytics platforms is a plus. - **Personality Traits:** - Resourceful: Ability to solve problems and find solutions independently. - Motivated: Demonstrated drive to exceed goals and contribute to team success. - **Soft Skills:** - Critical Thinking: Strong analytical skills with the ability to assess situations and make sound decisions. - Adaptability: Comfortable working in a fast-paced environment with evolving priorities. --- **Benefits:** - Company-provided equipment and resources to facilitate remote work. - Paid Time Off (PTO) to support work-life balance and personal well-being. - Free gym membership to promote health and wellness among employees. --- **Working Environment:** At Ashland, we uphold the highest standards of ethical conduct and integrity. We recognize and appreciate diversity and strive to foster an inclusive and supportive environment where every employee can flourish. **Deadline to Apply:** September 24, 2024 **Equal Opportunity Statement:** Ashland is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. --- We look forward to welcoming a new Online Account Support Manager who is eager to contribute to our client's success and enhance Ashland's commitment to excellence!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
