Global Client Account Manager

2 weeks ago

San Fernando, Central Luzon, Philippines TRT Shared Services, OPC Full time

Primary Workflow:

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

Key Deliverables:

  • 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.
  • Propose solutions to recurring issues to TRT executives and clients, focusing on common geographic areas or technologies.
  • Conduct regular presentations to clients on TRT service delivery to gauge client confidence.
  • Manage opportunities for upselling and cross-selling TRT services to clients.
  • Serve as the primary contact for clients in the "Order to Cash" process, ensuring timely billing and collections, with availability around the clock.
  • Ensure accuracy of client asset lists and related details in TRT's Configuration Management Database (CMDB), coordinating timely updates during contract transition periods.
  • Act as the focal point of knowledge base for each client engagement.
  • Document TRT's customer engagements, including projects, support contracts, and Managed Service Engagements.
  • Provide performance reports and statistics to TRT's management and Executive Board.
  • Update CMDB, BOSS, and Wiki documentation as needed.
  • Develop policies and procedures to control and measure TRT's customer service delivery.

Professional Requirements:

  • Bachelor's degree in Business Administration, Marketing, or related field preferred. Additional certification is helpful.
  • Proven track record of no less than 3 years in B2B Information Technology Client Account Management is mandatory, preferably with Global Corporate Accounts.
  • Understanding of account management principles and industry knowledge is important.
  • Excellent communication and relationship-building skills for working with global clients.
  • Ability to assess client needs, create plans, and find growth opportunities.
  • Experience in presentations, negotiations, and contract renewals is beneficial.
  • Strong problem-solving skills and ability to work well with internal teams.
  • Proficiency in CRM software and financial concepts like budgeting.
  • Willingness to travel for client meetings and good organizational skills are required.
  • Proficiency in Microsoft Office, especially Excel, is necessary.

THIS ROLE IS A WORK FROM OFFICE SET UP OUT OF CLARK GLOBAL CITY PAMPANGA PHILIPPINES

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