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Client Account Manager

1 month ago

San Fernando, Central Luzon, Philippines TRT Solutions Limited Full time

THIS ROLE IS TOTALLY A WORK FROM OFFICE ROLE. NO APPLICANTS REQUESTING WORK FROM HOME WILL BE CONSIDERED

Primary Workflow:

  1. Maintain constant communication with client focal points and TRT executives.
  2. Propose solutions to recurring issues to TRT executives and clients.
  3. Conduct regular presentations to clients on TRT service delivery.
  4. Manage opportunities for upselling and cross-selling.
  5. Serve as the primary contact for clients in the "Order to Cash" process.
  6. Act as the focal point of knowledge base for each client engagement.

Key Deliverables:

  1. Maintain constant communication with client focal points and TRT executives regarding priority 1 (P1) cases and missed SLA instances, being available 24/7 as needed.
  2. Propose solutions to recurring issues to TRT executives and clients, focusing on common geographic areas or technologies.
  3. Conduct regular presentations to clients on TRT service delivery to gauge client confidence.
  4. Manage opportunities for upselling and cross-selling TRT services to clients.
  5. Serve as the primary contact for clients in the "Order to Cash process," ensuring timely billing and collections, with availability around the clock.
  6. Ensure accuracy of client asset lists and related details in TRT's Configuration Management Database (CMDB), coordinating timely updates during contract transition periods.
  7. Act as the focal point of knowledge base for each client engagement.
  8. Document TRT's customer engagements, including projects, support contracts, and Managed Service Engagements.
  9. Provide performance reports and statistics to TRT's management and Executive Board.
  10. Update CMDB, BOSS, and Wiki documentation as needed.
  11. Develop policies and procedures to control and measure TRT's customer service delivery.
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