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Account Manager 1

Job title: Account Manager 1, Department : Customer Operations

Reports to: GSC Manager, Location: Remote

Employment type: Full Time Permanent

Role Purpose

The Account Manager 1 supports the effective administration and internal coordination of assigned accounts. The role manages account information, orders, service activity, documentation, reporting and internal follow-up to help ensure commitments are completed accurately and on time.

The position works closely with internal teams to maintain control of account activity, identify risks, and support consistent service delivery.

SUCCESS IN THIS ROLE MEANS: Internal teams have clear and accurate information, account activity is well controlled, and actions are tracked from receipt through completion.

Key Responsibilities

Internal Account Support

• Provide daily administrative and coordination support for assigned accounts.
• Build and maintain effective interdepartmental relationships through clear, regular, and proactive communication.
• Log, track and coordinate account-related requests and issues received through approved internal channels, ensuring ownership through resolution.
• Maintain a detailed understanding of documented account requirements, priorities, service processes, and agreed commitments.
• Provide accurate internal updates and escalate material risks, delays, or issues through the appropriate management channel.
• Ensure relevant account information is communicated promptly and accurately to the responsible internal teams.
• Support internal account owners by providing the information, documentation, and operational updates required to manage account activity effectively.

Service Delivery and Internal Coordination

• Coordinate with operations, field teams, scheduling, finance, and other internal functions to support accurate and timely service delivery.
• Track account requests, orders, and commitments from receipt through completion, following up internally on outstanding actions.
• Monitor service performance against agreed service levels and contractual commitments, where applicable.
• Identify service risks, delays, or recurring issues early and coordinate practical corrective action.
• Support effective handovers and ensure relevant internal stakeholders have complete and accurate account information.
• Coordinate internal actions arising from account reviews, operational meetings, and service-performance discussions.
• Maintain visibility of open actions and escalate where ownership, information or progress is unclear.
• Support the timely resolution of operational exceptions by coordinating with the appropriate internal teams and subject matter experts.

Account Administration and Reporting

• Maintain accurate and up-to-date account records in approved systems.
• Process orders, service requests, account updates, and other administrative changes accurately and within required timescales.
• Prepare regular service, activity, and performance reports for internal review.
• Maintain clear documentation and an appropriate audit trail for key decisions, approvals, commitments, and account changes.
• Handle account and company information in line with MTI policies, contractual obligations, and applicable confidentiality requirements.
• Verify required information and approvals are available before processing account changes or requests.
• Maintain organised records of outstanding actions, completed activities, and supporting documentation.
• Assist with the preparation of internal account reviews, operational updates, and management reports.
• Identify incomplete, inconsistent, or inaccurate information and coordinate the necessary internal corrections.
• Ensure updates are recorded promptly in the relevant systems so that internal teams have access to current information.

Order and Service Activity Management

• Support the accurate creation, processing, and tracking of orders and service activities.
• Review order and service information for completeness before progressing through the approved workflow.
• Follow up internally on missing information, approvals, scheduling requirements, or operational dependencies.
• Monitor the progress of orders and service activities against required completion dates.
• Escalate potential delays, risks, or exceptions to the appropriate internal owner.
• Coordinate with scheduling, operations, field service, logistics, and finance to support the successful completion of account activity.
• Ensure completed activity is accurately documented and closed in the relevant system.
• Support the reconciliation of discrepancies between orders, service records, operational information, and reporting data.

Continuous Improvement and Team Contribution

• Identify trends, recurring queries, and process gaps, and recommend improvements that strengthen service quality or efficiency.
• Support the development and consistent use of standard operating procedures, templates, and account controls.
• Share relevant account information and operational insights with colleagues and management.
• Work collaboratively across teams, contribute to account reviews, and provide cover or support when required.
• Identify opportunities to simplify administrative processes and reduce avoidable errors or delays.
• Support the implementation of approved process improvements.
• Contribute to the maintenance and review of internal work instructions and standard operating procedures.
• Promote consistent use of approved systems, templates, and workflows.
• Share lessons learned and practical recommendations with colleagues to support continuous improvement.

Key Performance Measures

• Timeliness and quality of internal coordination and follow-up.
• Accuracy and timeliness of orders, service requests, and account updates.
• Achievement of agreed service levels and completion deadlines.
• Effective ownership, escalation, and coordination of account-related issues.
• Quality and accuracy of account records, reports, and audit trails.
• Internal stakeholder confidence and contribution to continuous improvement.
• Completion of assigned actions within agreed timescales.
• Accuracy and completeness of information entered into approved systems.
• Reduction in avoidable administrative errors, delays, and incomplete records.
• Consistent compliance with approved procedures, controls, and reporting requirements.

Skills and Experience

• Previous experience in account administration, coordination, service delivery, order management, or a similar operational support role is preferred.
• Strong written and verbal communication skills, with the ability to communicate clearly and professionally with internal stakeholders.
• Excellent organisation, prioritisation and time-management skills, with the ability to manage multiple activities and deadlines.
• Strong attention to detail and a consistent focus on accuracy, follow-through and record keeping.
• Confidence using Microsoft Office applications and accounts, service management, or workflow systems.
• Practical problem-solving skills, sound judgement, and the ability to escalate appropriately.
• Ability to interpret service information, prepare clear reports, and identify patterns or exceptions.
• Experience working with service-level agreements, operational teams or order and service workflows is advantageous.
• Ability to maintain accurate records and manage administrative activity across multiple accounts or workstreams.
• Ability to work independently while collaborating effectively with colleagues across different functions.
• Experience working in a fast-paced operational environment with competing deadlines is advantageous.
• A good understanding of process controls, documentation standards, and audit-trail requirements is desirable.

Core Competencies and Personal Attributes

Service Focused

Understands account requirements and works with professionalism, urgency, and care.

Accountable

Take ownership, follow through, and communicate openly when risks arise.

Organised

Plans work effectively and maintain control across competing priorities.

Collaborative

Builds constructive working relationships across teams and functions.

Proactive

Anticipates requirements, identify issues early and acts before service delivery is affected.

Detail Oriented

Produces accurate work and maintains reliable records and documentation.

Process Driven

Follows approved procedures and supports the consistent application of controls and workflows.

Analytical

Reviews information carefully, identifies discrepancies and communicates exceptions clearly.

Key Working Relationships

• Internal account owners and relevant business stakeholders.
• MTI account management, operations, scheduling, field service, finance, and support teams.
• GSC colleagues and managers.
• Managers and subject-matter experts responsible for escalation, approval, or specialist support.
• Internal teams responsible for order processing, logistics, reporting, invoicing, and service completion.

General Requirements

• Comply with MTI policies, procedures, contractual obligations, and reasonable management instructions.
• Maintain confidentiality and exercise appropriate care when handling accounts, employees, and company information.
• Complete required training and maintain the knowledge needed to perform the role safely and effectively.
• Use only approved systems, templates, processes, and communication channels.
• Maintain accurate and complete records of work performed.
• Escalate concerns, risks, delays, or process exceptions through the appropriate management channel.
• Support colleagues and provide reasonable cover during periods of leave, absence, or increased operational demand.
• Perform other reasonable duties consistent with the nature and level of the position.

Job Description Note

This job description outlines the principal responsibilities of the role and is not intended to be exhaustive.

Pay: €35,000.00-€38,000.00 per year

Benefits:

• Company pension
• Private dental insurance
• Private medical insurance
• Work from home

Application question(s):

• Working hours are Monday to Friday and as we support US operations it is a requirement of this position to work shifts from 1 pm to 10 pm .

Work Location: Remote