Account Delivery Manager

Job Description

Roles & Responsibilities:

Build and establish strong, long-lasting relationships with assigned customer at tactical and strategic levels across regions.

Accountable for overall business: Revenue, Total Contract Value, Gross Profit.

Accountable for account growth, up-selling and cross-selling into assigned account.

Provide guidance to A-end sales manager and (Deputy) SDM in ensuring differentiated Customer Experience and excellent Customer Satisfaction for the client.

Accountable for proposals and quotations submission in collaboration with other departments.

Accountable for negotiation of better terms and renewal of master service agreements.

Ensure compliance that all contracts are supported with a customer purchase order.

Lead on all customer engagement and key initiatives.

Strategic planning to improve client results.

Accountable for overall account governance, ensuring the strategic, tactical and operational levels are mapped and engaged accordingly from both assigned customer and MTS.

Manage account team assigned to the client.

Manage customer expectation at tactical and strategic levels.

Facilitate communications between assigned customer and MTS Executive Management.

Conduct regular meetings with the customer on tactical and strategic level.

Manage relationship with the customer at the local / regional levels.

Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments

Monitor and manage services delivery and, ensure customer satisfaction and optimal customer experience is being delivered to the assigned customer

Maintaining high performance levels for service-related processes and implementing improvement activities wherever necessary.

Manage all incidents and escalation, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.

Ensure that processes and policies are in place to support outstanding service delivery.

Develop a deep understanding of projects to gain insights into the scope of service delivery.

Overall accountable for service delivery performance, meeting customer expectations, and driving future demand.

Develop and maintain processes and policies in alignment with customer requirement.

Manage third-party as well as internal processes and creating strategies for service delivery optimization

Oversee and manage team members, including hiring, performance assessment, training, and mentoring.

Execute absence and expense management.

Ensure that all customer deliverables are produced on-time, within budget and with quality such as but not limited to timesheet submission at month end.

Responsible for continuous improvement.

Lead service improvement initiative as part of continuous improvement.

Ensure that all commencement of support/service are supported by a customer purchase order.

Manage contractual SLA to avoid penalty and compensation.

Computation of rebates and service level credits for the customer.

Prepare monthly report on service delivery performance metrics.

Conduct regular meetings with the customer on operational and tactical level.

Prepare invoicing data and supporting documents for timely invoice submission by the finance team.

Oversee and ensure that invoices are submitted on-time.

Support organic growth of the account.

Requirements:

- At least 8 years experience in Account Management and Operations

- Attained a Bachelors degree in Computer Science or equivalent

- Preferred with customer fronting experience managing local operations

- Good Communicator

- Demonstrated leadership skills in managing matrix teams and suppliers

- ITIL Certified