Account Relationship Manager

2 weeks ago

Melbourne, Victoria, Australia beBeeOperations Full time $90,000 - $140,000
Client Operations Lead

The objective of this role is to lead client operations, manage and service key accounts, maintain and expand relationships within assigned accounts, represent the entire range of company products and services to assigned partners, ensure operational health of customers and delivery excellence from NCR.

This position requires a high degree of skill in relationship management, analysis, and leadership as a customer-facing services position focused on building long-term partnerships with clients.

Key Responsibilities:

  • Maintain existing relationships and seek opportunities to expand these relationships within assigned accounts.
  • Represent the full scope of company products and services to assigned partners, highlighting their value proposition and benefits.
  • Ensure operational health of customers by providing proactive support and ensuring timely resolution of issues.

Lead Quarterly Progress Reviews (QPR) and drive project excellence functioning as the central point of contact for all delivery and operational functions.

Improve Net Promoter Score (NPS) by owning the service relationship with customers and ensuring exceptional customer satisfaction.

Develop and implement strategies to continuously monitor and support execution of channel performance with operational management of NCR against compliance, invoicing, project management, and quality targets.

Eliminate waste through the analysis of call volumes and areas of failure, maximizing remote resolution and minimizing unnecessary customer engineer dispatches and logistics costs.

Maintain effective working relationships with supporting teams including Field Operations, Help Desks, Service Logistics organization, Billing Operations Center, Customer Advocates, and 3rd party contractors.

Understand economics of each partner's business and link their business objectives to the business benefits of the relationship.

Personalize the relationship through tailored communications.

Have oversight of Program Management Process from Concept Phase through Deployment.

Apply analysis and independent judgment to both routine and non-routine information.

Audit operational weaknesses through SWOT analysis.

Required Skills and Qualifications:

  • Extensive Service Delivery or Incident Management experience essential.
  • Bachelor's degree or relevant industry experience highly regarded.
  • 5+ years of related experience.
  • Managed Services experience highly desirable.
  • Demonstrated proficiencies in Microsoft Office Suite.

Benefits include improving customer satisfaction and retention, driving revenue growth, and enhancing our competitive edge in the market. This role provides an exciting opportunity to join a leading company and contribute to its continued success.

Basic Qualifications:

  • Extensive Service Delivery or Incident Management experience essential.
  • Bachelor's degree or relevant industry experience highly regarded.
  • 5+ years of related experience.
  • Managed Services experience highly desirable.
  • Demonstrated proficiencies in Microsoft Office Suite.

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