Account Managers (HJ0004)

Our Account Manager role is vital to the company’s customer success efforts. The part will work closely with all areas of the company’s business – Sales, Delivery, and Operations – to ensure seamless and customer-centric solutions and communications, driving customer engagement, loyalty, advocacy, and new business.


Customer and Staff Onboarding

  • Send the Welcome Email that will incorporate the Recruitment process and other things that new customers need to know.
  • Work with Finance to set up the customer and create invoices.
  • Liaise between Recruitment and the customer to create the JDs, schedule candidate interviews, and get costs signed off.
  • Work with IT, hammerjack support, and the customer to set up the seats and equipment
  • Oversee and manage all aspects of the interaction between hammerjack key team members and customers.
  • Help with Sourcing and Recruitment efforts including, but not limited to, performing resume screening, interviewing applicants, and facilitating and checking assessment exams.
  • Work with HR and Training to ensure all new staff go through proper onboarding and are prepared for the roles that they’ve been hired for
  • Occasionally, perform the new employee onboarding training if the Training team or HR are unavailable.

Accounts Management

  • Regularly monitor the internal customer success measurements, create reports and present data, and provide recommendations to the specific business owners through commitment and implementing measurable customer service.
  • Collate and analyse customer expressions of dissatisfaction and complaints.
  • Manage and help resolve potential customer issues before it becomes an escalation; provide full support in helping the Operations team in overcoming and preventing customer escalations.
  • Develop healthy relationships with the customers, encouraging trust and confidence in the role and hammerjack
  • Respond to customer queries about services rendered by hammerjack
  • Case management of metro concerns and escalations until resolution has been achieved.
  • Understand the customers’ businesses, recognize pain points in other parts of their businesses and realize potential service opportunities that hammerjack can provide.

Pro-active Issues Management

  • Proactively review potential risks for customers based on available data and reports and provide recommendations for mitigation to the customer and/or other hammerjack departments.
  • Articulate/reiterate customer expectations to hammerjack service delivery and operations
  • Manage customer expectations on service disruptions or delays



Product Knowledge

Complete knowledge of business offerings and processes

Experience in onboarding new clients in a BPO setting

Experience in coordinating and liaising with different key departments (IT, Recruitment, etc.)

Customer Focus

  • Actively seeks to understand customer needs, expectations and level of satisfaction
  • Able to maintain good relationships with clients
  • Ability to handle complex issues while building trust and confidence

System and Application Knowledge

  • Knowledge of Microsoft Office applications such as Outlook, Word, Excel, and PowerPoint

Communication and Soft Skills

  • Excellent communication, interpersonal, and presentation skills to interact effectively and efficiently with all internal and external customers
  • Adaptability and flexibility in changing priorities, meeting deadlines, and working well under pressure
  • Strong adherence to personal development and commitment to achieving goals