Market Account Manager

City: Sofia

Job Type: Regular

Language: English

Akkodis (formerly Modis), is a global leader in the engineering and R&D market that is leveraging the power of connected data to accelerate innovation and digital transformation.
With more than 50 000 engineers and digital experts in 30 countries around the world, we offer broad industry experience, and strong know-how in key technology sectors such as mobility, software & technology services, robotics, testing, simulations, data security, AI & data analytics. Our pioneering approach empowers businesses to explore, innovate and accelerate new possibilities while creating a dynamic culture for our people.
Our people are the foundation of our success. That’s why we champion a company culture where talent is celebrated, and diversity is embraced.

About the role:

The Market Account Manager function is responsible to develop and maintain relationships with key main stakeholders in order to meet business objectives and guarantee an efficient Customer Care operations to improve KPI’s and Customer Satisfaction.

Responsibilities:

Representation of Customer Care in Brands/Markets/BU working Workshops and strategic meetings
Liaise with all relevant stakeholders including the Contact Center suppliers and other in order to respect service performances
Periodical or on demand alignment with internal counterparts (Brands/Markets/BU resp.) on overall Customer Care situation/critical issues through appropriate dashboards with relevant information and main KPIs
Provide cross-site collaboration and support to and from other departments inside and outside the Customer Care
Supervise the running Customer Care services ensuring their continuity and adherence to expected KPIs and service levels with the aim to maximize the Customer Satisfaction
Support Markets to address solutions for cases management by eventually escalate/involve HQ functions (Technical issues, Parts unavailability, Buy Back risks)
Focus on Critical Cases (identification, analysis, prioritization, contribution to solution, implementation monitoring) to find out the most suitable and quick solution

Requirements:

5 + years hands-on experience on a relevant position
Experience working with Contact Center BPO Suppliers and vendor management experience
Fluency in German and English
Strong analytical skills and solid process management skills
Excellent communication and negotiation skills

You will get:

Competitive remuneration package
Performance-based bonuses
Referral bonus program
24 days annual paid leave
Additional health insurance (outpatient & hospital medical care, dental care, coverage of dioptric glasses, and more)
Free Psychological Counselling via Green Line and on the spot
Newborn or newly adopted child bonus
Food vouchers - 150 BGN/month
Upskilling & reskilling training programs and e-learning hub
Recognition awards
Sports cards (partially covered by the employer) and company sports initiatives
Special company discounts
Various social and charity initiatives

United by our passion for talent and technology, we look at the world differently. The future won’t wait, it’s time to make incredible happen. Are you ready?