Client Relationship Mgmt/Service Delivery

Job CategoryProfessional Consulting
Position TypeContract
Application Deadline March 31, 2020
Experience Required3 years
Job Duration1 year
Education RequiredBachelors

Our client in Telecom industry is seeking a Client Relationship Mgmt/Service Delivery in Montreal.
Job Description
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:
Account Governance
• 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
Sales Support:
• 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
Preferred Qualifications/Competencies:
• 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
• Bilingual
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.
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