HGS is a global provider of technology, AI, and business services that helps organizations transform with confidence. At HGS, we combine technology, AI, and human expertise to deliver Intelligent Experiences that drive growth and transformation. Our strong foundation in CX enables us to create impactful solutions across industries. Through our Realized AI approach, we deliver practical innovation with measurable outcomes. Part of the multi-billion-dollar Hinduja Group, HGS takes a “globally local” approach with 18,000+ employees across 10 countries and 30 delivery centers.”

The Account Associate sits within our Customer Experience Group. The Customer Experience Group is the driving force behind CreditorWatch, connecting our clients to the heart of our organisation.

As an Account Associate, you will be part of a team focused on identifying, supporting, and delivering engaging customer experiences across CreditorWatch’s product suite. You will be supported by peers across Customer Service, Data & Insights, Product Implementation, and System Owners to ensure that you have the tools you need to make an impact.

The Account Associate team focuses on CreditorWatch’s core corporate and key account clients, which number around 1,000.

The Account Associate is responsible for supporting client retention and acquisition across different geographies. This includes, but is not limited to:

• Onboarding new clients

• Identifying upsell and cross-sell opportunities for existing clients

• Providing adoption and product utilisation support

Secondary objectives include proactively engaging with clients to facilitate discussions about NPS and gather feedback, with a focus on increasing retention.

In addition, you will provide suggestions for continuous improvement to team processes, with the goal of providing the team with greater autonomy, driving NPS, and improving the overall customer experience.

Your Impact

A successful Account Associate will have the following positive impacts:

• Be commercially minded, with a track record of improving adoption and retention

• Drive high retention and low churn across your portfolio

• Increase the overall health scores of your portfolio

• Drive customer satisfaction through positive NPS engagement

• Effectively communicate with internal and external stakeholders

Responsibilities

• Provide proactive, hands-on, phone-based account management support, engaging with clients to help them realise value from our products

• Deliver on client retention and adoption targets

• Understand the metrics that matter from both the business and clients’ perspectives, solving problems to continuously improve outcomes

• Capture and qualify leads

• Welcome new online clients via a welcome call

• Set up accounts and onboard new corporate and key account clients

• Positively engage with clients and build relationships based on trust and respect

• Contribute to an enjoyable and successful team working environment

• Help identify future opportunities in the market

Knowledge and Experience

• 1–2+ years of account management, customer success, customer service, or related experience

• Strong time management skills

• Previous sales experience preferred

HGS is an equal opportunity employer committed to fostering diversity, equity, and inclusion. We do not discriminate based on race, ethnicity, religion, gender, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We believe a diverse workforce drives innovation and helps us better understand and serve our global customers and communities.