|Job Category||Professional Consulting|
|Application Deadline||March 31, 2020|
|Experience Required||3 years|
|Job Duration||1 year|
Our client in Telecom industry is seeking a Client Relationship Mgmt/Service Delivery in Montreal.
The position of Client Relationship Mgmt/Service Delivery has overall accountability for managing the service delivery experience post sales for the customer. Will cover a base of about 500 customers and will be responsible to ensure all service and contract commitments are met to customer satisfaction in the post-sale relationship. This person will also play a role in pre-sales with quote creation support and technical assistance. Activities will include Sales Support, Account Governance, Delivery and Operations management.
Detailed Accountabilities and Responsibilities may include the following:
Interface with our national clients on a regular basis
Single point of contact for escalations for client, effectively manage internal escalation process and client communication
Develop and maintain a communication model for each escalation with internal and external stakeholders. Manage customer perception during Executive escalation and working with internal stakeholders to resolve issues
Accountable for client satisfaction related to all delivery and operational activities such as receiver/account management
Delivery and Operations Management
Coordinate TV installations with customer and internal teams quickly and efficiently, communicating key milestones
Identify client impact and root cause analysis; proactively notify and manage client communication and expectations.
Be the lead to manage repeat problem resolution with various departments
Coach customer with CWT (Customer Web Tool) Self Serve tool
Accountable for the development of service improvement plans and their implementation
Minimize revenue attrition resulting from delays on service deployment
Work with various cross functional teams to identify, document, and communicate standard business processes as they related to customer service delivery.
Work with the training team to develop training plans, materials, and documentation for any sales related projects
Provide administrative Sales support;
Act as a champion in creating a customer focused culture
Ensure appropriate flow of information between the business operations, sales, executives and the clients
Be actively involved in providing feedback and guidance regarding evaluation of sales initiatives, product development, problem resolution, etc
Works independently engaging others as needed with minimal coaching and guidance.
Effective customer relationships skills ability to instill confidence in the client
Solid analytical and problem solving skills
Good written and communication skills
Strong interpersonal and leadership skills
Ability to present ideas to peers, team members, and clients
Sound understanding of TV solution.
Well-organized, able to prioritize work in a dynamic environment meeting changing business needs.
Effective negotiation skills with the ability to effectively resolve conflict while minimizing impact to ongoing customer relationship
Understanding of processes, products, and offerings
Solid organizational & functional skills
Project Management skills
The successful candidate should have excellent communication skills (written and oral) as there are daily customer communications
Customer centric attitude
Be well versed in TV Satellite operations, knowledge of CWT (Commercial Web Tool) and CSG
Exposure/experience in project management
Understanding of revenue and cost management
TOP 3 skills: Must be BILINGUAL The successful candidate should have excellent communication skills (written and oral) as there are daily customer communications Able to quickly pick up by being technologically savvy- . RF distribution. Static IP allocation.
Candidates must be in Canada and with valid work permit for being able to apply for this role.
Please reply to: