Location: all cities,NJ, USA
No. of Positions: 1
Experience: 10-12 years
Location: NJ, US
Division: IT Consultancy
Key Roles & Responsibilities:
* Manage all aspects of the client relationship and work with them in a consultative manner to provide strategic advice and understand their needs.
* Work within all areas of the account to effectively communicate client needs and ensure all client obligations meet and exceed their expectations.
* Understand the customers' environment and apply knowledge to improve the overall support experience.
* Manage customer specific requirements and ensure alignment with the company support management functions and software development cycles.
* During any critical events, facilitate issue resolution.
* Work closely with the technical/support team to expedite case resolution.
* Understand and evaluate business opportunities within the account and report to the Geography/ Account Head so that appropriate actions can be taken.
* Oversee operations for different teams working on the same account and ensuring a successful engagement at all levels.
* Provide informed strategic planning, storage support best practices, and upgrade advice.
* Conduct regular operational service reviews and provide personalized best practice recommendations.
* Set up an efficient communication plan with the client and internal management for reporting status on different assignments on a daily, weekly, monthly basis.
* Strategically positioned to review and oversee all of assigned customers' technical/support activity, enabling maximum efficiency while minimizing risk.
* Through a combination of expertise, analytics, tools and an understanding of customers' operating environment will consult and provide deliverable aimed to mitigate risk and ensure stability.
* Help build and document customer solutions processes and work to continuously improve and scale the customer solution function within the account.
* Educate and make the customer understand as needed on the various tools that are used in the company for maximizing efficiency and minimizing risk.
* Develop a strong knowledge of the healthcare industry.
* Resource competency management by developing competency matrix and positioning team members on the same to identify growing talent.
* Devise and propose strategic policies to retain talent and thereby client business.
* Ensure effective handover and transition process when new members are added to the team
* Travel readiness
Qualifications, Skills & Experience
Overall 10-12 years of experience in the industry managing large or a set of multiple accounts encompassing- Requirement Management, Project Planning, Project Monitoring, Client Relationship Management, Process Management, Presales, and People Management.
* A Bachelor of Science Degree in Computer Science or related field.
* Excellent written and verbal communication skills.
* Good interpersonal communication and customer service skills are needed in order to work successfully with customers and cross-functional teams to help to augment account.
* Escalation management experience is strongly desired.
* Proven organizational skills demonstrated by thorough project plans, client agendas, and client presentations.
* Professionally handle conflicts and customer expectations.
* Attention to detail and consistent production of accurate and timely presentations, reports, and analyses.
* Proficiency with creation and maintenance of project plans.