Head - Client Management And Market Research
CurrentBuilding strong partnership relationships with customers & partnersManage support escalations requests and coordinate internal/Customer support teams to deliver within agreed timescales.Schedule customer review meetings regularly ensuring we and our partners are delivering excellent service levelsCoordinate with customers to develop project plan including project scope, release schedule, milestones, deliverables etc.Manage effective project implementation and delivery to ensure customer satisfaction.Help sales team up-sell or cross-sell services and productsSet sales and revenue targets and work diligently to meet themCollaborate with internal teams (e.g. sales, engineers, senior management) to address customers’ needsAdvise clients on creating profitable processesDevelop process improvements to meet customer needs.Perform negotiations on project activities with the customer when required.Manage initial contracts & SLA's with customersManage contract renewal negotiationsEnsure appropriate documentation is in place for specific support requirements.Strong rapport and relationship-building skills with both internal departments and external customers.A good level of business awareness and commercial acumen