Service Account Manager will be responsible in ensuring the highest level of service quality to major Non Managed Services accounts within the Financial & Security Business unit, as well as strategic accounts. The role will be responsible for service relationship with the customer, and ensuring Diebold Services are cross-sold and customer satisfaction is maintained.
Excellent in services account management
Excellent customer relationship management
Reports to General Manager - Customer Service
Job Requirement:
- Diploma In Engineering or Bachelor's degree in Business Administration or Computer Science
- At least 5 years working experience in a banking environment, preferably related to self service channel
- At least 8-15 years experience, preferably in customer support or support planning role or service delivery roles
- Ability to drive efficiency in margin improvement within assigned accounts preferred
- Proven experience leading / managing a team in a customer services environment
- Proven experience with the sales contract negotiating process preferred
- Possess a high degree of skill in relationship management, and leadership to get issues resolved for the customer
- Ensure that the customer receives a high level of customer delight with all Diebold services and works to maximize Diebold services revenue and profitability within assigned accounts.
- Takes active measures to identify additional customer services opportunities and engages Diebold sales resources to work on proposals for this additional business
- Assigned to named accounts and submits periodic status reports and also escalates high-level service quality issues, when necessary.
- Schedules and conducts regular meetings with customers to review service quality, plan and ensure new service assumption quality
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