Roles & Responsibilities:
• Building and maintaining profitable relationships with key customers.
• Overseeing the relationship with customers handled by your team.
• Resolving customer complaints quickly and efficiently.
• Keeping customers updated on the latest products/offerings in order to increase sales.
• Meeting with managers in the organization to plan strategically.
• Expanding the customer base by upselling and cross-selling.
• Understanding key customer individual needs and addressing these.
• Knowing your competition and strategizing accordingly.
• Develops and nurtures senior mgmt. or executive- level relationships with the customer.
• Owns customer operational relationship: develops & nurtures to excellent customer satisfaction.
• Understands customer at local, country, region & WW level to analyze delivery requirements & contribute to customer strategic business plan.
• Develops strategies and processes with the customer in areas such as performance metrics and measure, escalation change management and communication.
• Principle contact for operational & tactical issues representing delivery of all services (all functions) to the customer: manages customer expectations by developing performance metrics & reporting, escalation management & communication plan.
• Ability to effectively and proactively manage risk for high to very high risk projects.
• Contributes to strategic account plan.
• Develops solutions and participates in presales & change order negotiations representing & approving delivery capability & cost solution.
• Identifies incremental revenue opportunities and supports pursuit activities.
• Assures compliance with the company and customer's HR, PR, legal, financial, ethics and government related policies, strategies, and processes.
• Contributes to organization strategic business plan to drive the company's goals and initiatives.
• Identifies cross business unit optimization opportunities and drives improvement effort.
• Develops and drives knowledge management strategies to drive organizational maturity.