Senior Account Operations Manager - Lagos, Nigeria - Hugo Technologies
Description
ABOUT THE COMPANY
Good Enough Is Not Good Enough
Very early on, we made a commitment to only deliver exceptional results and found out firsthand that the reward for good work is more work. The evidence? 95% of our clients required additional services from us within the first 3 months. This is not outsourcing as usual.
Our workforce of university-educated, native English, French, and Portuguese speakers, have been trained by world-class operators, and are experienced with providing outstanding customer support solutions.
For us, every interaction is an opportunity to subtract bias, increase value, and ultimately deliver better outcomes for your business.
JOB SUMMARY
Qualifications & Experience 7+ years in a client-facing role, with a minimum of 3 years focused on Fortune 200 clients. Proven track record of success in project delivery and client management. Experience leading teams in a complex workflow environment. Proven track record of achieving outcomes, with a willingness to innovate and tackle challenging problems in dynamic environments, particularly adept at building from the ground up. Demonstrable skills managing critical and occasionally intricate customer engagements, with essential skills in negotiation, influencing, and collaboration. Excellent qualitative and quantitative analytical capabilities. Dynamic and adept at managing multiple competing priorities effectively. Proactive mindset, viewing challenges as opportunities and finding motivation in overcoming challenges Ability to adapt communication styles to diverse cultures to reach a consensus Familiarity with data labelling platforms and tools, a plus.
RESPONSIBILITIES
As the Account Manager for AI Operations, you'll oversee a diverse portfolio of strategic projects, ensuring their success by blending client relationship management with operational expertise. Your role involves collaborating across Hugo teams to address client needs effectively, drawing on your track record of formulating and executing long-term account strategies. You'll serve as the crucial link between Hugo and its clients, providing account-level oversight and leading strategic discussions. The ideal candidate should have a strong interest in business and technology, coupled with the flexibility for significant customer-facing interactions and operations excellence. Your responsibilities encompass owning outcomes, establishing quality metrics, refining processes, and acting as the main point of contact for clients and internal teams.Duties Collaborate closely with clients to define project scopes, objectives, and deliverables. Take full responsibility for project outcomes [managed via client SLAs - have they been met], spanning from ideation to result delivery. Strategically plan and execute account management, emphasizing operational excellence and solution expansion for client retention. Serve as the primary contact for high-level client interactions and escalations. Establish and maintain project performance metrics and KPIs for measurement and reporting. Develop an in-depth understanding of each client's structure, goals, culture, and priorities to align account strategies for mutual success. Drive ongoing client engagement through value-driven conversations and participation in various review meetings. Lead the development and implementation of new processes and tools across the organization. Provide consultation and coaching to internal teams on client engagement, operational maturity, and organizational development. A strong inclination for thorough data analysis, employing fundamental principles, and swiftly iterating to achieve desired outcomes. Liaise with Ops leaders to tackle strategic operational challenges through problem-solving and strategic solutions. Liaise with Client Success to ensure seamless communication and alignment of strategies for maximizing client satisfaction, retention, and growth. Stay informed about industry trends and developments in AI technologies, and share insights and best practices internally and with clients to drive innovation and success.
REQUIRED SKILLS
Account management, Business development, Ability to coordinate, Team leadership, Planning
REQUIRED EDUCATION
Bachelor's degree