Sign In
 [New User? Sign Up]
Mobile Version

Customer Relationship Manager,Relationship Manager

Gurgaon, HR
Job Code:
  • IT
Applying for this job will take you to an external site
  • Shortlist
  • Email Friend
  • Print

Job Details

This role will build the relationship with the customer account from bid proposal, defining clear strategicoutcomes, through to creation of the Service Level Agreement, and then managing the ongoing relationship by regular contact, further business development, and professional resolution of any issues arising.All staff will be expected to effectively use true matrix working where applicable to deliver serviceexcellence to the customer base.Delivery FocusNew contracts and significant service changes To meet with customers to review/ identify their service needs as potential customers to the organisation. To work with Operations and Finance in taking the lead to develop options for service delivery where changes are requestedJob description Customer Relationship Manager To work with the Finance Manager to analyse the impact of service changes and identify potential for increasing margins Undertake regular market research to establish competitor and benchmark pricing Present the contract proposals to customers Re-negotiate volume based contract proposals with customers where appropriate. Agree and set performance targets for each contract, communicating these to relevant service deliverers Draft formal SLAs/ contract variations in liaison with relevant service deliverers and the Finance Manager as appropriate. Ensure the finalised SLAs/ contract variations are signed off by the client and any internal signatories required.Development Develop and update the customer contacts database for both existing and potential clients.Develop a performance report for customers to establish performance against contract KPIs and SLAs. Management of Existing servicesIdentify triggers for contract variations and set up ongoing mechanisms to trigger billingCollate performance and financial data from operational and finance leads Undertake monthly performance reviews with customers and use these reviews to enhance the relationship while also seeking any potential opportunities.Undertake service line profitability reviews with finance leads Identify loss making services and establishing action plans to make restore profitability Undertake internal cost centre budget reviews based on information provided by the Finance ManagerLead action planning and feed back into operations with regard to ways to improve servicesInitiate business development ideas for future services. Customer care and account management Job description Customer Relationship ManagerUndertake ongoing research to establish product/market developmentsProvide information to customers on new technologies and our current service rangeOwn and resolve customer complaintsUndertake relationship building and client care in order to fuse the relationship and build commitment.Provide the link with clients.
Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 8-13


Operations/Customer Care
Applying for this job will take you to an external site


© Copyright 2015 Al Nisr Publishing LLC - powered by Gulf News