Our client- a leading provider of contact center solutions is looking for a Client Business Manager. The individual has to be client centric and should have experience in the contact center world.
The position is a virtual office position and will involve up to 50% travel @ peak times. Candidates must be located near a major airport along the East Coast
Previous Professional services and Contact Center Experience is highly desirable.
Overview
The Client account manager of a national account is responsible and accountable for all aspects of the account via a virtual office. This includes implementation, rollout, and delivery of products and services, as well as business development and generating new business. The perfect candidate will have had previous experience as a PM, systems integrator, solutions architect, account manager, sales engineer, account manager
Duties and Responsibilities
• Must be willing and able to travel, up to 50% of the time.
• A single point of contact, directly responsible for the rollout/delivery of products and services and production
• Resolve issues and strengthen partnership with the customers
• Directly responsible for improving and maintaining long-term high customer satisfaction
• Develop and maintain positive and productive long term working relationship with the customers business and operations managers
• Work jointly with sales to promote and expand sale of enterprise solutions, as well as additional services such as training and upgrades to new releases
• Develop and effectively manage a profitable P&L for the account, as well as meet quarterly and yearly revenue requirements
The requirements listed below are representative of the knowledge, skill and/or ability required.
Education/Experience
• Masters degree in Software Development or Business Management or ten to fifteen years experience.
• Must be articulate individual who can relate to people at all levels of an organization and possesses excellent communication skills
• Ten to fifteen years of account and customer management experience
• Must be able to assess problems and situations and respond decisively and independently
• Must be able to work and manage people in a matrix environment
• Must be well-organized and self-directed individual and a team player
• Must be a strategic planner with analytical ability, good judgment and strong operational focus
• Must have business background and knowledge in a call center environment and technology
• Must be able to develop and maintain a profitable account P&L and demonstrate previous experience
• Ability to partner and align with customers delivering added value in every touch point of the relationship
• Ability to develop, drive, and contribute to a high performance team
• Manage customer relationships and individual engagements with a strong focus on excellence – high level of accountability at the individual level; service and support that exceeds customer needs; recognition of employee contributions to drive individual and team performance
• Self motivated to strive for professional excellence in all aspects of work
• Have a Can-Do attitude and deliver on expectations
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Monday, December 21, 2009