A Client Manager II is an individual contributor who is developing professional expertise to support the Client Services / Sales team in achieving customer satisfaction, customer retention, and revenue growth for existing customers.
and drive overall customer satisfaction and shorter contract-to-cash cycles. (This role is not intended to replace, or front-
end, any Syniverse production support groups.)
Manage and be accountable for all facets of assigned customer accounts that fall within the Client Management support process.
Adept at managing multiple open incidents / requests and driving action on and resolution of open items.
Coordinate periodic calls with select customers to review outstanding issues.
May lead auditing functions for clients.
Anticipate potential business problems and react with short and long-term solutions that mitigate negative impacts.
Assist the implementation team with issues that may need to be escalated within the customer’s organization or Syniverse to ensure successful and timely deployment of a new service.
Lead revenue assurance efforts. Participate in ensuring proper billing of contractual fixed and variable fees. Review client billing and coordinate details.
Protect Syniverse cash position by assisting Accounting team with collection efforts.
Partner with Client Managers and Sales to develop new opportunities for expanding Syniverse’s relationship with assigned accounts.
Maintain a command of the business and recognize accounts with strong growth potential.
Ensure contractual requirements are understood by the business for assigned accounts.
Examples include :
Invoicing / Billingo Product Performance SLAs
General contract requirements
Bachelor’s degree (or equivalent job-related experience)
Typically a minimum of 2 years of experience working across multiple groups, both internally within an organization, and externally in an Account Management role with customers (Technology background preferred)
Able to effectively manage multiple open issues and drive remediation of items that require customer action
Demonstrate a strong attention to detail while working in a dynamic, evolving industry
Background in Tactical Issue Management and / or customer-facing Project Management (Technology-based industry preferred)
The qualifications we are looking for are considered a mix of you work experience as well as your education.
Minimum Qualifications :
4+ years of experience customer service positions (both back office and over the phone)
Advanced level of English (both writen and oral)
Mid to advanced level of Excel Usage
2+ years of experience as client manager or similar roles