Account Support Manager / B2B Customer Service Manager

About the role

The British Council is recruiting an Account Support Manager (Pay Band 6/G) in Lahore, Pakistan, within its Exams department. The role manages relationships with key B2B accounts such as businesses, schools, universities and government organisations in larger or strategic markets, working with Delivery and Sales teams to help customers achieve their goals. It may include team leader responsibilities in locations with larger teams.

Key responsibilities

• Oversee client onboarding, manage customer enquiries and service requests, monitor service quality and ensure timely resolution through CRM and other business systems.
• Coordinate with internal teams to improve the customer experience, address client feedback and ensure consistent, efficient service delivery.
• Supervise Account Support Officers, monitor performance and ensure tasks meet quality standards and agreed timelines.
• Analyse client data, prepare performance reports, coordinate feedback and monitoring activities and maintain accurate records.
• Work with Account Managers to identify repeat business opportunities, promote British Council products and services, contribute to key account plans and strengthen long-term client relationships.
• Oversee commercial administration, including client invoicing, supplier registration, payment monitoring, debt control and the maintenance of contracts and legal documentation.

Required profile

• University degree or equivalent, preferably in Sales or Marketing.
• 3+ years of experience in sales and/or account and customer management.
• Experience in account management, customer service or B2B service delivery.
• Strong relationship management capability.
• Fluent written and spoken English; interviews are conducted mainly in English.
• Natural right to work in Pakistan; relocation support is not provided.

Required skills

• Familiarity with Salesforce or similar CRM systems.
• Proficiency in Microsoft Office.
• Analytical, communication and team coordination skills, with attention to detail and commercial awareness.