VITAL (Ministry Of Finance) Hiring! Full Time Senior Account Manager - Account Manager, Service Partnership in - Ricebowl

What The Role Is

The Senior Account Manager / Account Manager strengthens VITAL's partnerships with assigned service partners and serves as the voice of the customer within VITAL. The role develops a deep understanding of service partners' business priorities, needs and operating context, translates customer and service insights into practical improvements, and works across VITAL to improve service outcomes, customer experience and organisational effectiveness.

As a trusted client partner, the Senior Account Manager / Account Manager helps service partners navigate VITAL's services, facilitates the resolution of complex issues and identifies opportunities to strengthen partnerships and deliver greater value.

What You Will Be Working On

1. Strategic Partner Management

• Build and sustain trusted relationships with assigned service partners, develop a strong understanding of their business priorities and operating context, and serve as the primary relationship manager and escalation point.
• Identify emerging needs, risks and opportunities, and work with stakeholders across VITAL to address issues and strengthen service partner outcomes.
• Represent the voice of the customer within VITAL and ensure customer perspectives are incorporated into service and transformation discussions.
• Service Delivery and Performance
• Maintain oversight of service performance, customer issues and commitments across assigned accounts.
• Work with service owners, corporate functions and service partners to clarify expectations, address service concerns and resolve complex cross-functional issues.
• Facilitate service reviews and discussions that lead to agreed actions and service improvements.
• Insights and Service Improvement
• Analyse customer feedback, survey findings, complaints, engagement outcomes and service performance information to identify trends, risks and improvement opportunities.
• Translate insights into practical recommendations and interventions that improve customer experience, service quality and operational effectiveness.
• Prepare concise briefs, recommendations and presentations for management and stakeholders.
• Business Development and Service Onboarding
• Identify opportunities to expand or strengthen VITAL's services based on service partner needs and organisational priorities.
• Work with service owners and stakeholders to support service onboarding, implementation and transition activities.
• Help ensure new or expanded services are introduced smoothly and achieve intended outcomes.
• Organisational Collaboration and Special Projects
• Lead or participate in cross-functional initiatives that improve customer experience, service quality and service culture.
• Support strategic reviews, engagement forums and organisational initiatives assigned by management.
• Undertake other duties assigned in support of Service Partnership and organisational priorities.
  
  

What We Are Looking For

• At least 5 years of relevant experience in account management, customer experience, service management, consulting or related fields.
• Strong client and stakeholder management skills, with the ability to build trust, manage relationships and navigate competing interests.
• Strong analytical and problem-solving skills, with the ability to interpret feedback and data from multiple sources and develop practical recommendations.
• Strong written, presentation and facilitation skills, with the ability to communicate clearly with both operational and senior stakeholders.
• Ability to lead complex work independently and work effectively across organisational boundaries.
• Good judgement, learning agility and a strong commitment to continuous improvement.
  
  

We regret to inform that only shortlisted candidates will be notified.