Client Service Manager with English

Описание

Client satisfaction will be your ultimate goal in this role. As a customer service representative, you will be on the front line serving our customers. You’ll be the technical resource and point person interacting with clients, vendors, and senior management, to identify and resolve complex technical problems. If solving problems and helping others succeed excites you, let’s talk!

Your Role and Responsibilities
The Client Service Manager responsibilities include but are not limited to performing and coordinating variety of administrative and delivery tasks related to its customers or to IBM’s departments:
– Maintain good relationship with the customer and the IBM Account management team PE/DPE/CAL;
– Understand and maintain the information about the customer’s contract and machine inventory;
– Provide the customer’s with the deliverables that were requested in the contract on timely matter;
– Work with all customer’s assets/inventory;
– Provide pricing information for maintenance to the customer;
– Communicate with Engagement team/Solution Design for pricing;
– Liaise with different teams, departments across IBM;
– Monitor all tools to ensure all customer details are captured, recorded and stored;
– Providing detailed invoices and billing information to the account team;
– Perform investigation, handle requests on behalf of the customer;
– Attend and pro-actively represent IBM at customer meetings with delivery teams;
– Ensure the performance of the delivery teams meets the customer requirements;
– Be an advocate for client satisfaction, demonstrating the importance of client satisfaction in both words and actions;
– Attend to all issues raised by the client and resolving them in a timely manner – for all reactive service issues on a daily basis to ensure compliance with the contracted SLA;
– Prepare and perform reviews with the client for the relevant information;
– SLA (Contract) Delivery Management: Ensures customers contractual agreement are met;
– KPI Delivery Management: Timely delivery of contractual KPIs;
– CSAT/ NPS Delivery Management: Communicate quality results internally and externally and act on deviations;
– Inventory Management;
– Invoice and Billing Maintenance: Provide regularly communicated and assure proper and complete billing;
– Cost & Vendor Tracking;
– Improvements/ Innovation/ P&L: participates in round tables and brainstorming sessions to improve quality, effectiveness and profit.

Required Technical and Professional Expertise
– Previous experience in a direct client facing role at senior level, understanding of client management;
– Understanding of commercial context of industry;
– Excellent presentation and communication skills, and interpersonal skills;
– Methodical approach to problem solving, proven ability to assess issues and to help others see innovative solutions;
– Negotiation and conflict resolution skills;
– Decision making under difficult circumstances, ability to react quickly to customer’s requirements;
– Committed to deliver and achieve on all work items, ability to take on new unfamiliar work items and delivery effectively;
– Organized and flexible with productive time management skills;
– Positive approach to change and ability to promote new ideas/innovation;
– Should be mature enough to accept strategic direction from global capability and be able to work with important external factors such as regional cultures and critical client environments;
– Strong vendor management focus, particularly in relation to service management ITIL certification;
– Fluent English – both written and verbal.


Preferred Technical and Professional Expertise
– ITIL Specialist certification;
– This is not a people manager role although experience in a leadership role is advantage;
– Effective at planning and prioritizing work to make best use of resources available;
– Show high attention to detail when making decisions;
– Ability to identify anticipate issues before they occur and resolve them

Изисквания към кандидата

Езикови познания:
Английски език

Трудов опит:
С професионален опит от 1 - 3г.

Образование:
Бакалавър

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:
Постоянна

Договор:

Ниво в йерархията:

Категория:

Мениджмънт, бизнес развитие

Държава:

България

Населено място:

Гр. София

Адрес:

бул. ДРАГАН ЦАНКОВ 36

Дата:

11.08.2021

Организация:

Ай Би Ем България ЕООД
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

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