Senior Account Manager / Account Manager, Service Partnership

VITAL (Ministry of Finance); Singapore; Presencial; SGD 90.000 - 120.000; Tempo integral

Resumo da vaga

VITAL (Ministry of Finance) is seeking a Senior Account Manager / Account Manager to strengthen partnerships with assigned service partners and serve as the voice of the customer within VITAL. You will develop a deep understanding of partners' priorities and translate insights into practical improvements that boost service outcomes and customer experience.

As the trusted partner, you will navigate service delivery, oversee performance and commitments, lead cross-functional reviews, and identify

Qualificações

• At least 5 years of experience in account management, customer experience, service management, consulting or related fields.
• Strong client and stakeholder management skills with the ability to build trust and navigate competing interests.
• Strong analytical and problem-solving abilities, with the capacity to interpret feedback and data and develop actionable recommendations.
• Strong written, presentation and facilitation skills applicable to both operations and senior stakeholders.
• Ability to lead complex work independently and collaborate across organisational boundaries.
• Good judgement and a continuous improvement mindset.

Responsabilidades

• Strategic Partner Management: build and sustain trusted relationships with service partners and act as primary relationship manager.
• Identify emerging needs, risks and opportunities; work with stakeholders to address issues and strengthen outcomes.
• Represent the voice of the customer within VITAL and ensure customer perspectives inform service discussions.
• Service Delivery and Performance: oversee service performance, customer issues and commitments across accounts.
• Collaborate with service owners and corporate functions to address expectations and resolve cross-functional issues.
• Facilitate service reviews and drive actions for service improvements.
• Insights and Service Improvement: analyse feedback, surveys, complaints and performance data to identify trends and opportunities.
• Translate insights into practical recommendations and interventions to improve experience and quality.
• Prepare briefs and presentations for management and stakeholders.
• Business Development and Service Onboarding: identify opportunities to expand services and support onboarding activities.
• Help ensure new or expanded services are introduced smoothly and achieve outcomes.
• Organisational Collaboration and Special Projects: lead or participate in cross-functional initiatives to improve customer experience and service culture.
• Undertake other duties assigned to support partnership and priorities.

Descrição da vaga

What The Role Is

The Senior Account Manager / Account Manager strengthens VITAL's partnerships with assigned service partners and serves as the voice of the customer within VITAL. The role develops a deep understanding of service partners' business priorities, needs and operating context, translates customer and service insights into practical improvements, and works across VITAL to improve service outcomes, customer experience and organisational effectiveness.

What The Role Is

The Senior Account Manager / Account Manager strengthens VITAL's partnerships with assigned service partners and serves as the voice of the customer within VITAL. The role develops a deep understanding of service partners' business priorities, needs and operating context, translates customer and service insights into practical improvements, and works across VITAL to improve service outcomes, customer experience and organisational effectiveness.

As a trusted client partner, the Senior Account Manager / Account Manager helps service partners navigate VITAL's services, facilitates the resolution of complex issues and identifies opportunities to strengthen partnerships and deliver greater value.

What You Will Be Working On

1. Strategic Partner Management

• Build and sustain trusted relationships with assigned service partners, develop a strong understanding of their business priorities and operating context, and serve as the primary relationship manager and escalation point.
• Identify emerging needs, risks and opportunities, and work with stakeholders across VITAL to address issues and strengthen service partner outcomes.
• Represent the voice of the customer within VITAL and ensure customer perspectives are incorporated into service and transformation discussions.
• Service Delivery and Performance
• Maintain oversight of service performance, customer issues and commitments across assigned accounts.
• Work with service owners, corporate functions and service partners to clarify expectations, address service concerns and resolve complex cross-functional issues.
• Facilitate service reviews and discussions that lead to agreed actions and service improvements.
• Insights and Service Improvement
• Analyse customer feedback, survey findings, complaints, engagement outcomes and service performance information to identify trends, risks and improvement opportunities.
• Translate insights into practical recommendations and interventions that improve customer experience, service quality and operational effectiveness.
• Prepare concise briefs, recommendations and presentations for management and stakeholders.
• Business Development and Service Onboarding
• Identify opportunities to expand or strengthen VITAL's services based on service partner needs and organisational priorities.
• Work with service owners and stakeholders to support service onboarding, implementation and transition activities.
• Help ensure new or expanded services are introduced smoothly and achieve intended outcomes.
• Organisational Collaboration and Special Projects
• Lead or participate in cross-functional initiatives that improve customer experience, service quality and service culture.
• Support strategic reviews, engagement forums and organisational initiatives assigned by management.
• Undertake other duties assigned in support of Service Partnership and organisational priorities.

What We Are Looking For

• At least 5 years of relevant experience in account management, customer experience, service management, consulting or related fields.
• Strong client and stakeholder management skills, with the ability to build trust, manage relationships and navigate competing interests.
• Strong analytical and problem-solving skills, with the ability to interpret feedback and data from multiple sources and develop practical recommendations.
• Strong written, presentation and facilitation skills, with the ability to communicate clearly with both operational and senior stakeholders.
• Ability to lead complex work independently and work effectively across organisational boundaries.
• Good judgement, learning agility and a strong commitment to continuous improvement.

We regret to inform that only shortlisted candidates will be notified.