Description and Requirements
Position Summary : Manages the overall client relationship and works closely with the Delivery Team to ensure that SLAs (service level agreements) and KPIs (key performance indicators) as defined in the relevant contracts are met or exceeded.
Functional Responsibilities : Client Management
Builds and maintains strong client relationships, and provides day-to-day client advice and support.
Acts as the point person for specific client accounts, working closely with clients’ account managers & other client stakeholders to ensure client demands are met.
Works with Global Operations teams on Operating Framework related governance, oversight on quality, adherence and remediation tracking for prioritized issues in quarterly TI Health Checks and for other areas of focus in performance.
Identifies, supports and tracks new growth opportunities and participates in transition governance and solutions development of new opportunities.
Support for program profitability inquiries including budget / triage tracking, monthly dashboard reporting on performance SLAs and partnering with delivery teams on drivers and remediation plans.
Participates in the solution process including gathering client business requirements, proposal development and support, transition support and contract development and governance for strategic new projects and organic growth of existing portfolios.
Internal Administrative Function
Collaborates with other sites / accounts to analyze and assess client business practices and participate in planning customized client services.
Works with Operations, Solutions and Enablement teams to maintain timely updates and accuracy for contracts / statements of work (SOWs) including support ongoing change orders, new Statements of Work and the contracts database tracking.
Support compliance efforts and requirements in partnership with
Client Services, Legal and Solutions teams.
Support for performance, billing / financials and program profitability inquiries related to programs.
Includes budget / triage tracking, monthly dashboard reporting and partnering with Operations and enablement teams on drivers and remediation plans for financials and KPI performance.
Minimum 5 years experience in the Industry, where 2 years of which is in management, or account / project management role
Must understand the needs of their customers and articulate the ability of their company to meet the clients' needs with products or services.
Knowledge and experience in client acquisition, customer satisfaction and client retention.
Excellent people skills, on top of familiarity with the industry.
Able to foster and maintain solid business relationships with clients and individuals, able to build their trust, confidence and goodwill.
Requires a high degree of adaptability, willingness to do research and understand the peculiar needs of clients in short amounts of time.
Demonstrated mastery in conducting presentations and / or facilitating meetings / working sessions.
Excellent written and verbal communication skills.
Above Average problem-solving, negotiating and decision-making skills.