Client Account Manager

2 weeks ago

Melbourne, Victoria, Australia TRT Global Solutions Full time

Overview:


The purpose of the TRT Client Account Manager (CAM) is to provide Service Delivery led business development within TRT's existing accounts.

This role is different to the TRT Business Development manager (BDM) which is technology and service offering driven business development within TRT's existing and prospective TRT clients.


Work is performed within Business Hours, but the CAM is expected to be on call for the seldom circumstance average once per every 2-3 week for escalations.


CAMs will be responsible for either a group of clients in a geographic territory or a set to global/regional which are smaller in number but larger in size and service delivery complexity.


Note:
This will be full time onsite based in Clark, Philippines (Overseas)

Key Deliverables:

  • Incident Management - The TRT CAM is to be in verbal contact with the client's focal point and TRT client BDM and Executives on every P1 case and when the TRT misses the SLA.
This is to make verbal contact with the primary client contacts within:

a. 2 hours of the logging of a P1 Case

b. 4 Hours of a missed SLA (irrespective of Priority level)

c. 2 Hours of an incomplete case (irrespective of Priority level)


This coverage is 24 / 7 and involves the CAM to be available outside of normal business hours as required.


The CAM is to provide information on the status of the cases, plan for resolution along with the business and operational risks that the client is facing on that case.


  • Problem Management - The TRT CAM is required to identify and propose resolutions to the TRT executive and TRT client of reoccurring cases with common geographic location or technologies (devices). This is to be accomplished within the framework of the service delivery reviews.
  • Service Reviews - On a pre-agreed basis, the CAM is required to present to each of the clients which they are responsible for TRT service delivery over that period. This will be to elicit the ongoing level of confidence that the client has in the services which TRT is providing
CAM is required to provide the Service delivery report.

The latest version of the document for that reporting period must be finalized no less than 3 business days before the review meeting.

In addition, the CAM is to provide the Service Delivery review report from the meeting to the client and other TRT stakeholders within 2 calendar days of the service review meeting.

Growth of Client's IT Spend with TRT - The CAM is responsible for the management of the following existing client revenue streams:
a.

ECEB (Existing Client Existing Business) - Manage the forecasting, quoting and securing the renewal of existing annuity contracts with existing clients.


60 days prior to the expiry of every existing maintenance, disaster recovery, IaaS or managed services agreement, the CAM is required to send an authorised quotation for the renewal of the expiring contract.

b.

ECNB - (Existing Clients New Business) - Identify, quote, forecast and secure new client business which are additions and changes to the current contracts.

The CAM will be the primary focal point for ECNB opportunities between $5K - $20K USD. While ECNBs over $20K USD can be worked on by the CAM together with the assigned TRT BDM.

  • Finance and Administration Focal Point - be the focal point for the client in the "Order to Cash process". Working with the TRT Finance Department to ensure the collection of billing within agreed periods via accurate billing and providing timely information or advising the finance department to follow up on collections.
  • Configuration Management Database (CMDB) - The CAM is responsible for ensuring the accuracy of the client's asset list and related details in the TRT TRACSS System. The CAM also needs to ensure that this is achieved in a timely fashion, generally within the allotted transition period of a contract. Actual updating of CMDB is to be performed by the Business Development Associates (BDAs).
  • Focal Point of Knowledge Base for each client engagement
a. Documentation of TRT's customers engagements

i. Deployment Projects

ii. Maintenance and support contracts

iii. Managed Services Projects

b. Provision of performance reports & statistics to TRT's management and Executive Board.

c. Updating of CMDB, BOSS, & Wiki documentation

d. Development of policies and procedures, controlling and measuring TRT's customer service delivery.

Professional Capabilities:

Skills:

  • Minimum of 5 years' experience within a customer service role
  • Minimum of 3 years' experience within sales, business development or sales assist role
  • Incident, Problem and Change Management (e.g. ITIL understanding)
  • Strong Written Communication Skills
  • Strong Verbal Communication Skills
  • Dispute Resolution / Negotiation Skills


 MS Excel
  • Intermediate


 MS Word
  • Intermediate


 MS PowerPoint
  • Basic


 MS Visio
  • Basic

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