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Consultant at Global Consultancy & Management Solutions
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Client Engagement Head - B2B/Large Accounts - Telecom (5-12 yrs)
Role purpose:
To manage and implement the service strategy amongst large corporate accounts and ensure high level of customer satisfaction through implementation of customer engagement programs and retention initiatives, Service Improvement plans, Projects through the Service Managers,
Proactively manage the global customer service relationship for a number of Multi National customer accounts across operating companies, affiliates and partners in all geography and work with local OpCo personnel to meet all service metrics.
To Manage and lead a team of service managers for company's global accounts. Drive and strategize, executive and implement business objectives through Key performance deliverables.
Key accountabilities and decision ownership:
- Directs strategic service aspects of account planning and leadership of accounts
- Ensures service aspects of account plans signed off and agreed by company and customer
- Responsible for Service account reviews for targeted accounts
- Responsible for developing strong one to one long term service relationships with key decision makers/ influencers.
- Identifies and pursues sales opportunities through the service relationship and refers service leads which may come from meetings, clients, other sales force, vendors
- Maximises internal network within the company to get results for customers and to ensure effective problem resolution and problem management. In particular, develops strong relationships with local OpCo service fulfilment personnel to ensure delivery on the customer contract
- Responsible for customer service specific workshops and follow up to develop and give insight to company's customers mobile solutions strategy
- Works with Opco corporate service delivery areas and customer fulfilment areas to ensure that international and national strategies are aligned, complementary and deliver to customers.
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