Client Development Manager - IT

Client Development Manager

Position Description : Job Overview :

Under limited supervision, this position is responsible for the on-going success and partnership of named customers within the assigned segmented client base. It will involve coaching and applying expert level client relationship, sales, product knowledge and project management skills to support assigned client base and the development of Client Executives.

This person will report to Senior Director Client Development APA . The account base have moderate to high levels of complexity, risk, and impact on the organization. Efforts will require cross-departmental involvement to support the activities.

Responsibilities :

- To ensure that revenue and renewal goals and objectives are exceeded.

- Works on specific client relationships while mentoring and engaging with Concur cross functional team of Solution Consultants, Client Development Executives etc.

- Regularly participates in strategy, sales and coaching calls.

- Establishes measurements to accurately and consistently forecast monthly, quarterly and annual metrics.

- Effectively presents Concur's vision.

- Monitor the quality and performance of client relationships, client opportunitites, evaluate trends and make recommendations for client specific improvements and process improvements.

- Responsible for driving up the client references and Client NPS scores.

- Responsible for helping to identify opportunities to drive down Cost of Servicing.

- Establish effective cross-departmental relationships to drive initiatives that will improve the deployment quality and efficiency.

- Establish effective cross-functional relationships (i.e., Sales, Client Services and Hosting Operations leadership) to ensure solid client service delivery.

- Provide guidance to Client Executives and proactively intervene to insure a great customer experience.

- Act as line of escalation of client issues.

- Participate in process reviews and contribute to overall service delivery process improvement initiatives.

- Establish metrics and tools to monitor performance of Client Executives.

- Be aware of, and comply with, all corporate policies.

Position Requirements : Education, Experience & Training required:

- BA/BS degree required.Higher education (MBA for example) or specialized training preferred.

- Ability to pass a background check.

Job Specific Specialized Knowledge & Skills:

- Demonstrated ability to analyze situations, define key objectives, and develop strategies and action plans.

Madhusmita