Customer Development & Relationship Management
- Build and maintain strong relationships with customers, from onboarding to strategic and contractual discussions with key decision-makers.
- Participate in quarterly business reviews, monitor market and customer developments, and translate business needs into service improvements.
- Align customer expectations with internal teams and sales, balancing different interests to ensure long-term customer satisfaction.
- Develop annual account plans and budgets focused on customer objectives, satisfaction, contract performance, and revenue growth.
- Define, prepare, and manage Service Level Agreements (SLAs), evaluate existing contracts, and propose improvements.
- Coordinate service delivery requirements, customer consultation structures, invoicing, and customer documentation.
- Monitor service delivery against agreed costs, quality standards, SLAs, and customer satisfaction targets.
- Coordinate internal teams and suppliers, manage escalations and complaints, and ensure timely communication and resolution.
- Analyze service performance, support audits, and drive continuous improvement to prevent issues and enhance service quality.
- Identify opportunities to expand services and collaborate with sales teams to follow up on leads, quotations, and orders.
- Analyze service reports and KPIs, provide management insights, and advise on service quality and performance.
- Work with finance and customers to resolve billing disputes and support effective decision-making.