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Afilias' specialized technology makes Internet addresses more accessible and useful through a wide range of applications, including Internet domain registry services, Managed DNS and award-winning mobile Web services.
The Associate Account Manager serves as the primary business contact for the small to midsized Registry clients and is responsible for overall client satisfaction. The Associate Account Manager is expected to consistently provide excellent customer service to accounts, as well as represent client needs and goals within the organization to ensure quality. In addition, the Associate Account Manager will build relationships with clients to encourage new and expanded business opportunities by promoting our Global Partner Solutions and New initiatives.
Responsible for all client communications, conflict resolution, and compliance on client deliverables.
Reviews all major deliverables (i.e. strategic brief, function spec, tech spec, etc.) to ensure quality standards and client expectations are met.
Works with Product Management and Project Management to gather information to prepare guides and customer facing communication.
Ensures that client issues are dealt with in an efficient manner, informing management of any problems that may arise.
Works closely with the Afilias Technical Support and Product Strategy team in order to maintain a continuous knowledge of registry operator and registrar status in order to identify potential issues and/or opportunities within or related to the registrar.
Ensures that all processes and procedures are completed, quality standards are met.
Communicates the client's goals and represent the client's interests to the project team.
Provides regular two-way communication between the registry operator and Afilias, to provide strong team representation and set proper client expectations.
Understanding of company capabilities and service, and effectively communicates all offerings to the client.
This role reports to the Sr Manager, Account Management, providing regular input on all account activity, including status on a weekly basis
Some Travel required
Proficiency in Mandarin and English is required.
Proven Customer Service skills required in order to create, maintain and enhance customer experience
Minimum of Bachelor's degree and 1+ years of Customer Service experience
Some Project/Account Management experience preferred but not mandatory
Technical competence (understand registrars business and operations)
Motivated, goal oriented, persistent.
High level of initiative and work well in a team environment
Excellent written and oral communication skills
Experience in technical writing preferred but not mandatory
Plans and carries out responsibilities with minimal direction
To apply for this opportunity with Afilias Canada, please send a cover letter and resume to: firstname.lastname@example.org