Responsibilities

The Account Support Supervisor is responsible for overseeing the Account Support function, ensuring the timely, accurate, and efficient execution of operational processes such as usage reporting, account monitoring, and renewal coordination. The role provides governance, quality control, and process improvement, while ensuring alignment with Customer Success and Sales objectives.

• Oversee the timely generation and release of usage reports, ensuring compliance with defined SLAs and accuracy standards
• Ensure all renewal notices and renewal-related documentation are prepared and released within prescribed timeline
• Supervise and review the updating and maintenance of subscription details and account records in the PMCS monitoring system
• Monitor overall account tracking and reporting processes, ensuring completeness and consistency of data
• Establish, implement, and enforce standard operating procedures (SOPs) and workflows for the Account Support Unit
• Track and report SLA performance, including turnaround times. backlog, and task completion rates
• Ensure data accuracy and quality control across all reports, dashboards, and monitoring tools
• Coordinate with Customer Success Officers, Sales, and other stakeholders to ensure smooth handoff and operational alignment
• Provide guidance, coaching, and performance management to Account Support personnel
• Prepare and present operational reports and insights to management as needed
• Support management in developing strategies to improve renewal readiness and operational efficiency

Job Requirements

Education

• Graduate of Marketing, Communications, Business Management, or any related course

Experience

• At least 2-4 years of experience in administrative support, operations, customer service, or similar roles
• Experience in team supervision or process management is an advantage
• Candidates with relevant experience in similar roles may be considered regardless of academic backround

Skills

• Strong leadership and people management skills
• Excellent organizational and time management skills, with the ability to manage multiple processes and deadline
• Strong analytical and problem-solving skills
• High level of attention to detail and data accuracy
• Proficiency in Microsoft Excel and reporting tools
• Good written and verbal communication skills
• Ability to develop and implement process improvements and SOPs
• Strong sense of accountability and ownership, both individually and for the team
• Ability to collaborate effectively with cross-functional teams