Customer Relationship Manager

The Customer Relationship Manager will be responsible for implementing and managing e2e Customer solution design, managing customer metrics, and driving resolution of customer queries. The role also involves ensuring customer experience, preparing operational performance reviews, and communicating process changes to customers.

Requirements

• Implement and manage e2e Customer solution design
• Manage successful delivery of customers first invoice
• Monitor customer metrics and identify/implement improvements
• Manage escalations within a quick turn around time
• Drive resolution of customer queries
• Seek for opportunities to growth the business
• Ensure CD forecasting is collected across all different segment and reconciled with Sales Leaders
• Deliver customer experience
• Prepare and run quarterly operational performance reviews with the CDM, PRM, (if applicable) customer and or partner (if applicable) and supports improvement plans
• Communicate operational process changes to customer
• Support Total Customer Experience
• Ensuring up to date contacts are maintained within internal systems
• Proficient and compliant to internal processes and policies
• Demonstrate sound judgment, prompt follow-up, and timely escalations
• Provides solutions to complex customer operational issues and shares best practices within their peer group
• Proactive interaction and collaboration with various internal and external stakeholders

Benefits

• Compliance with all applicable laws related to the use of arrest and conviction records