Client Account Manager, ABA Therapy Industry

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Oversee the daily operations of various USA client accounts within the ABA Therapy sector.

• Provide leadership, coaching, and support to remote agents to meet performance, productivity, and quality goals.

• Track attendance, adherence, productivity, and KPIs, proactively addressing any performance issues.

• Conduct regular one-on-one coaching sessions and performance evaluations with assigned agents.

• Establish strong working relationships with designated clients, acting as their main operational liaison.

• Address client inquiries, concerns, and operational escalations in a timely and professional manner.

• Collaborate closely with the Client Success Manager to ensure a uniform client experience.

• Analyze operational data to identify trends, risks, and opportunities for enhancement.

• Prepare and deliver weekly and monthly operational performance reports.

• Manage staffing, scheduling, and resource planning to fulfill client needs and meet service level agreements.

• Work in conjunction with Recruitment, HR, IT, and Operations teams to facilitate smooth onboarding and ongoing support for client accounts.

• Lead continuous improvement efforts that boost both client satisfaction and operational efficiency.

⛳️ Requirements

• Experience in the ABA Therapy Industry is essential.

• Background in BPO or Call Centre Operations is required.

• Highly organized, with the capability to handle multiple priorities across several client accounts in a dynamic environment.

• Exceptional coaching and problem-solving abilities.

• Strong comprehension of KPIs, SLAs, productivity, and performance management.

• Comfortable presenting reports and discussing performance with clients and internal stakeholders.

🏝️ Benefits

• Opportunities for professional development and growth.

• Competitive salary and performance bonuses.

• Comprehensive health and wellness benefits.

• Flexible working arrangements.

• Supportive team culture and environment.