Job Opportunities at Internet Solutions

JOB SUMMARY:

The Key Client Manager will maintain and expand relationships with top logo clients. Assigned to a specified number of named clients, the Key Client Manager will be responsible for achieving sales quota and assigned key account objectives/metrics.

The Key Client Manager will represent the entire range of company solutions to assigned clients, while leading the client account planning cycle and ensuring that the client’s needs and expectations are met by the company.

Key Responsibilities

• Responsible for delivery of the metrics set in the quarterly accountability matrixes as defined by the Sales Execution Framework.
• Establish productive, professional relationships with key personnel in assigned client accounts.
• Enlist and coordinate the involvement of company personnel, including support, service, and management resources, in order to meet account performance objectives and clients’ expectations.
• Meet assigned targets for profitable sales volume and strategic objectives in assigned accounts.
• Proactively lead a joint company-strategic account planning process that develops mutual performance objectives, financial targets, and critical milestones for a one and three-year period.
• Proactively assess, clarify, and validate client needs on an ongoing basis.
• Lead solution development efforts that best address client needs, while coordinating the involvement of all necessary company personnel.
• Maintain high customer satisfaction ratings that meet company standards.
• Complete required training and development objectives within the assigned time frame.
• Closely coordinate company executive involvement/sponsorship with client management.
• Timely reporting on the set metrics on a weekly basis or as per the manager’s requirement.

Qualifications, Training and Experience

• A college degree from an accredited institution.
• A minimum of 3 years of key account management, preferably within the Public Sector.

• Competent in Microsoft Office.
• Competent Skills/Traits required:

o Customer focus

o Relationship building skills

o Planning & organizing

o Negotiating skills

o Displays professionalism

o Drives for results

o Must have a positive attitude

o Aptitude for handling stress

o Takes initiative

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JOB SUMMARY:

The Contact Center (CC) Manager is accountable for delivery of sectional strategic objectives, continuous process and service improvement. S/He ensures that Crew provide high quality services while meeting Service Level Agreements (SLA), improvement of contact management performance, enhanced service delivery through utilization of resources, technology and development of service improvement initiatives.

Performance metrics for this role include development and implementation of effective and efficient contact management strategies, proactive client support and service delivery, effective forecasting and planning and development Crew development and empowerment programs.

The CC Manager implements operational and tactical initiatives to drive the Service Experience agenda and is continually engaged in leading and inspiring Crew to develop and document best practices in the performance of all duties and responsibilities.

MAIN DUTIES AND RESPONSIBILITIES:

• Responsible for development and implementation of initiatives aimed at driving continuous performance improvement and development of all Contact Center staff members through building skills, knowledge and overall competence, ensuring personal development plans are in place and regularly reviewed.
• Responsible for the delivery, productivity and achievement of quality targets at the contact center aimed at fostering a culture of high performance.
• Accountable for developing, delivering and evidencing of robust performance management practices within the Team; developing a coaching culture with positive performance and behavioral results.
• Responsible for managing complex enquiries and expressions of dissatisfaction that cannot be resolved to the customers’ satisfaction at the first point of contact, preventing these from escalating into complaints.
• Produce timely and accurate management information for cascade to stakeholders within deadlines set.
• Responsible for ensuring workloads and demand is constantly reviewed and staff fully optimized to ensure delivery of SLAs and compliance through accurate forecasting and planning
• Responsible for eliminating customer complaints through development of initiates to drive effective customer contact management by all team members and outsource partners.
• Drive process improvements through reliable root cause analysis, customer and staff feedback, leading to time bound action plans that deliver productivity, quality, and cost optimization.
• Management of relationships across peers, teams, functions and business partners as required ensuring a supportive, collaborative culture is developed and maintained to aid continual improvement.
• Plan and prioritize ever changing workloads calmly and professionally to ensure all required deadlines are regularly achieved.
• Maintains professional and technical knowledge by tracking emerging trends in contact center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking with best practices in the industry ; participating in professional societies; conducting customer satisfaction surveys.

QUALIFICATIONS AND EXPERIENCE REQUIRED:

• Degree /MBA in Information Technology or Business Information Systems, Telecommunication or related discipline.
• Certification/Training in Advanced Service Experience Management/Customer Service Training, Certified Call Center Manager or related discipline.
• 5 or more years in a Leadership role in a Service /Contact Center environment.
• Additional Technical Certification in Systems and/or Networking.
• Exceptional practical Technical Knowledge in IT & Networking Solutions/Environments.

SKILLS REQUIRED:

• Excellent People skills that builds rapport and trust with clients and crew
• Excellent customer focused ethos.
• Proven ability to influence and negotiate with all stakeholders.
• Proven ability to positively lead a team through continual changes and service improvement
• Committed, enthusiastic, positive, resourceful and resilient
• Understanding of how to work proactively and positively keeping in mind business operations and client needs