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Client Account Manager, ABA Therapy Industry

TherapistTherapistFull TimeRemoteSeniorTeam 1,001-5,000H1B No SponsorCompany SiteLinkedIn

Location

South Africa

Posted

4 days ago

Salary

0

Seniority

Senior

High SchoolEnglish

Job Description

Client Account Manager, ABA Therapy Industry

iSTA Solutions

• Manage the day-to-day operations of multiple USA client accounts in the ABA Therapy Industry. • Lead, coach and support remote agents to achieve performance, productivity and quality targets. • Monitor attendance, adherence, productivity and KPIs, addressing performance concerns proactively. • Conduct regular one-on-one coaching sessions and performance reviews with assigned agents. • Build strong working relationships with assigned clients and serve as their primary operational contact. • Respond to client enquiries, concerns and operational escalations promptly and professionally. • Work closely with the Client Success Manager to ensure a consistent client experience. • Analyse operational data and identify trends, risks and opportunities for improvement. • Prepare and present weekly and monthly operational performance reports. • Coordinate staffing, scheduling and resource planning to meet client requirements and service level agreements. • Collaborate with Recruitment, HR, IT and Operations teams to ensure smooth onboarding and ongoing support for client accounts. • Drive continuous improvement initiatives that enhance both client satisfaction and operational efficiency.

Job Requirements

  • ABA Therapy Industry experience is a non-negotiable
  • BPO or Call Centre Operations experience
  • Highly organised with the ability to manage multiple priorities across several client accounts, in a fast-paced environment
  • Excellent coaching and problem-solving skills.
  • Strong understanding of KPIs, SLAs, productivity and performance management.
  • Confident presenting reports and discussing performance with clients and internal stakeholders.

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