Account Manager

About the Job

Job Purpose The Account Manager is responsible for managing a portfolio of existing merchants and business clients, ensuring continuity of their relationship with Tasheel Express, improving their operational experience, increasing account activity, and reducing complaints and return rates. The role acts as the primary point of contact between the company and assigned clients, while supporting onboarding, resolving complex operational issues, maintaining client satisfaction, and identifying opportunities for account growth and retention. Key Responsibilities 1. Account & Client Relationship Management Manage an assigned portfolio of merchants and B2B clients. Build and maintain strong professional relationships with clients. Serve as the main point of contact for day-to-day operational matters. Ensure clients clearly understand Tasheel Express services, procedures, and operational requirements. Monitor client satisfaction and identify early signs of dissatisfaction or potential churn. Proactively communicate with clients when shipment volume decreases, return rates increase, or complaints become frequent. Maintain a high level of service for key and sensitive accounts. 2. Account Performance Monitoring Monitor daily account performance, including: Number of orders. Delivery success rate. Return rate. Complaints. Pickup and operational performance. Identify unusual changes in client activity or service usage. Investigate the causes of declining activity and recommend appropriate solutions. Follow up on pending cases until they are fully resolved. Prepare regular account performance summaries for management. 3. Account Growth & Retention Support the growth of existing accounts by increasing shipment volume and service utilization. Identify growth opportunities within assigned accounts. Recommend initiatives that improve client engagement and account performance. Follow up with low-activity or temporarily inactive clients and work to reactivate them. Support customer retention and reduce the risk of losing clients to competitors. Coordinate with the Sales Department when expansion or additional business opportunities are identified. 4. Issue & Complaint Management Receive and document client complaints and operational issues. Classify issues and coordinate with the appropriate internal department. Follow up on open cases until final resolution. Keep clients informed with clear and timely updates. Escalate critical, recurring, or high-impact cases when required. Manage complex operational issues that require coordination across multiple departments. 5. Reporting & Analysis Prepare daily, weekly, and periodic reports on assigned accounts. Track account activity, growth, returns, complaints, and customer satisfaction. Analyze reasons behind declining activity, high return rates, or repeated complaints. Recommend corrective actions based on data and account behavior. Maintain accurate and up-to-date client information in CRM systems and operational sheets. Ensure reports are submitted accurately and within required timelines. 6. Onboarding & Internal Coordination Receive newly acquired clients from the Sales Department. Complete onboarding and account setup within the required timeframe. Support and train new clients on service processes, systems, and operational requirements. Ensure clients are operationally ready before activation. Follow up during the early stages of cooperation to ensure a smooth start. Coordinate daily with Operations, Customer Service, Quality, Finance, IT, warehouses, sorting centers, and pickup/delivery teams. Key Performance Indicators (KPIs) Customer Retention Rate: 90% or higher. Account Growth Rate: 10% monthly or according to the approved target. Complaint Resolution Time: Within 24 hours or according to case type. Customer Satisfaction (CSAT): 4.5/5 or higher. Onboarding Completion Rate: 100%. Data Accuracy: 98% or higher. SLA Compliance: 95% or higher. Number of active accounts. Return rate within the a