Client Manager
Heredia, Costa Rica
hace 2 días

Responsibilities :

Owns the customer operational business relationship of small accounts, often with global / regional reach. Develops and nurtures senior management relationships with the customer to achieve excellent customer satisfaction.

Acts as a point of contact for operational & tactical issues of high complexity, representing delivery of all services (all functions) to the customer : manages customer expectations by developing performance metrics & reporting, escalation management & communication plan.

Plans and leads expense / cost target commitments for all service delivery requirements developing, implementing & monitoring expense controls.

Develops strategies and processes with the customer in areas such as performance metrics and measure, escalation change management and communication.

  • Ability to effectively and proactively manage high risk projects. Develops & runs all delivery aspects to a timely, cost effective delivery of Service Level Agreement (SLA) requirements;
  • identifying & recommending optimization while managing scope, resources & coordination. Contributes to strategic account plan.

    Identifies incremental revenue opportunities and supports pursuit activities. Assures compliance with HP and customer’s HR, PR, legal, financial, ethics and government related policies, strategies, and processes.

    Acts as a team or project leader for small delivery teams by providing managerial and technical direction. Hires, leads and provides managerial & technical expertise to cross functional team including 3rd party vendors to ensure performance goals are met for all in scope services across all towers : identifying & analyzing gaps to develop & implement corrective actions plans.

    Develops & manages account service delivery plan. Contributes to strategic account plan. Negotiates with and manages 3rd party vendors contributing to contractual requirements.

    Consults in presales & change order negotiations, representing & approving delivery capability & cost solution. Contributes to knowledge management capture, documentation & publication to drive organizational maturity.

    Understands customer at local, country, region & Worldwide level to analyze delivery requirements & contribute to customer strategic business plan.

    Education and Experience :

  • Bachelors Degree or equivalent combination of education and experience.
  • Some relevant Client Mgmt & 3-5 years industry experience.
  • Demonstrable capability for managing a portfolio of Services
  • Demonstrable capability for business P&L management, financial concepts and contract law.
  • Experience in developing customer relationships including good negotiation, presentation and communication skills.
  • Proven track record in leading virtual teams, influential, able to work across organizational boundaries, dealing with ambiguity and setting up internal networks.
  • Knowledge and Skills :
  • Ability to build & manage strong customer relationship.
  • Influence & negotiation skill.
  • Ability to apply business management & financial concepts to analyze business needs.
  • Ability to prepare clear, concise and persuasive communications for multiple audiences,including demonstrating effective writing, presentation skills, listening actively and projecting atrustable image.
  • Ability to understand & analyze an issue or problem to implement a corrective action plan.Applies appropriate technical knowledge and methods to resolve business issues.
  • Ability to proactively & effectively manage risk on low to medium risk projects.
  • Consistently applies Quality & Continuous Improvement Plans.
  • Ability to develop & present high impact message to customer.
  • Moderate Industry sector knowledge (finance, manufacturing, etc.).
  • Crisis & conflict management.
  • Ability to lead cross cultural, cross tower & cross business team for effective & efficientcustomer support.
  • Impact / Scope :

  • Acts as ADM in medium engagements.
  • Leads a small to medium size AST / delivery team.
  • Works at local or regional level.
  • Complexity :

  • Supports Multiple Region.
  • Moderate delivery portfolio.
  • Standard delivery methodology.
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