Client Account Manager (Full Time, permanent)
37.5 hours per week (Mon – Fri, 9am – 5pm)
Reporting to Client Services Manager
Main responsibilities will include:
- Managing the relationships between agreed clients and SYKES with a view to ensuring all aspects of agreed terms are fully delivered
- Establish key performance measures with clients and implement an effective review process with each relevant Operation Department.
- Document and Manage all External Customer Complaints (ECC) to ensure they are resolved within agreed lead-times; client is formally advised, and any resultant corrective actions are appropriate and implemented in line with response to clients.
- Work with clients to communicate specific business processes or requirements to Sykes operation teams.
- Establish a network of contact points within client accounts and develop these relationships at necessary levels to further strengthen existing Sykes business.
- Identify and pursue new business opportunities and areas for growth within client accounts.
- Provide a rolling 4-month revenue and unit forecast within 1st week on each next fiscal month.
- Ensuring all chargeable activities are invoiced in compliance with Month end timetable.
- Provide clients with agreed client reports ensuring that all relevant Client and Sykes activities are included.
- Implement and facilitate regular client meetings - both on-site and teleconferences.
- Facilitate regular update meetings with internal project teams to monitor planned actions and ensure successful implementation.
Key Skills:
- Strong Project Management / Project Team Management Skills - understanding the principles of effective planning, Identifying and management of critical paths. use of planning tools, implementation checklists etc. and making best use of resources available within Business Operations
- Effective Presentation and Report Writing Skills.
- High Level of Proficiency in Microsoft Office, especially Excel.
- Ability to assess and evaluate business opportunities with existing clients.
- Effective Time Management skills.
- Financial - Understanding of Gross Margins, Profit and Loss Statements etc. and the impact of these on Business Unit performance.
- Strong communication skills required for interacting with varying job levels within the client organisation, ranging from administrator to director/owner.
- Relationship Management & Development skills
Scope of Job:
- Ensure high level of client satisfaction.
- Maintain and develop designated accounts at agreed service levels, acting as a key facilitator for the delivery of services through effective planning and team direction.
- To define and scope clients’ requirements and conversion into client projects, identifying the client objectives, service levels requirements and the roles and responsibilities of the Sykes client project teams.
- To highlight new business opportunities from existing clients to senior management team.
- To identify, plan and implement strategies of cost reduction and service development programs for designated clients.
- To work closely with Client to develop and maintain accurate forecasts for Business Unit Operations.
- Collation of Client Quarterly Review Information and the involvement in the QBR in support of Business Development, Director of Business Unit Operations and Sales.
- To assist the Client Services Manager in the achievement of Client Services Departmental Objectives.
- Anticipation of extraordinary / unforecasted Client demand and the effective communication to relevant Operational Departments.
Relationships:
- Directly Responsible to the Senior Account Manager, Galashiels.
- Functional liaison with all departmental managers, supervisors and staff in relation to the delivery of services to all designated clients.
- Functional relationship with other Client Account Managers, Business Development and Sykes Senior Management team.
- Primary contact for all relevant Client personnel