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Day-to-day point of contact for our named and most important customers in the country /region .
Work closely with assigned Account Executive / Account Manager to understand customer needs and account development plan, and deliver exceptional day-to-day account management.
Build strong and healthy relationship s with assigned customers , fully familiarise with contract ual arrangements and work to maximise revenue and contract fulfilment opportunities.
Work directly with the customer and functional support teams, including sales, to manage and resolve all customer related issues and concerns.
Ensure issues are managed and resolved as dictated by their SLAs (Service Level Agreements) and in accordance with our internal SLAs.
Point of escalation for internal customer teams (Project Management, Sales Support, Sales, Billing, Delivery & Implementation, Professional Services, etc.)
Support management and improve ment of NPS (Net Promoter Score) performance for assigned customers.
Help prepare and deliver account reviews and customer experience reviews fo r assigned accounts.
Produce and m anage Scorecard reporting and performance reviews as needed.
This role will carry an ‘overlay’ quota for those customer accounts to which it is assigned.
Establish metrics and agreed measures for each assigned customer .
Fully familiarize with contract agreement and Sensormatic’s value creation role for customer.
Engage directly with assigned customers positively impact the customer ’ s experience .
Collaborate with the assigned Account Executive / Manager and functional support leads/teams (Delivery & Implementation, Billing, Collections, Contract Accounting, Sales Support, Project Management, Professional Services)
Leverage your expertise in resolving disputes and claims raised by the customer s.
Daily tracking and processing of customer requests, dealing with daily issues and queries.
Escalation of complex requests and issues to assigned Account Executive / Manager.
Proactively look for ways to improve account relationship and existing operational service quality .
Constantly review and analy s e key business metrics; take note of concerning trends and proactively implement corrective action plans .
Driv e Innovation and Process Improvement related to people, process, and technology by raising them to the functional teams as appropriate
Work closely with sales leaders to support regular forecasting and customer review s .
Support sales leadership in the annual customer performance review and quota setting process.
Keep up to date on industry news to drive improved understanding of customers and the markets in which they operate . Use this knowledge to deliver improved service and identify additional revenue and service opportunities for Sensormatic.
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Required Skills
Customer Service and Account Management
A bility to communicate effectively with multiple contacts within each assigned customer.
Understanding customer culture and role dynamics .
I nterpersonal skills and confidence in engaging with others .
Ability to work to targets and KPIs and self-monitor own performance.
Comfortable working to deadlines, ability to multi-task and carry out ad-hoc work.
I ntegrity and respect for confidentiality when handling sensitive data and information.
Working knowledge of Salesforce.com or other similar CRM system.
Personal Attributes
Achievement/results orientation; the ability to deliver results with energy and drive, to act decisively .
Accountability/integrity; taking ownership of business tasks and reliably 'walking the talk' .
Communication; the ability and confidence to communicate with colleagues across the business .
Flexible approach to work priorities and hours, ability to manage multiple projects and activities .
Analytical and interpretative; looking at issues in a logical and objective manner and being able to identify key causes and potential solutions quickly.
