Account Manager - Damco Group : Job Details

No. of Positions: 1

Experience: 10-12 years

Location: NJ, US

Division: IT Consultancy

Key Roles & Responsibilities:

* Manage all aspects of the client relationship and work with them in a consultative manner to provide strategic advice and understand their needs.

* Work within all areas of the account to effectively communicate client needs and ensure all client obligations meet and exceed their expectations.

* Understand the customers' environment and apply knowledge to improve the overall support experience.

* Manage customer specific requirements and ensure alignment with the company support management functions and software development cycles.

* During any critical events, facilitate issue resolution.

* Work closely with the technical/support team to expedite case resolution.

* Understand and evaluate business opportunities within the account and report to the Geography/ Account Head so that appropriate actions can be taken.

* Oversee operations for different teams working on the same account and ensuring a successful engagement at all levels.

* Provide informed strategic planning, storage support best practices, and upgrade advice.

* Conduct regular operational service reviews and provide personalized best practice recommendations.

* Set up an efficient communication plan with the client and internal management for reporting status on different assignments on a daily, weekly, monthly basis.

* Strategically positioned to review and oversee all of assigned customers' technical/support activity, enabling maximum efficiency while minimizing risk.

* Through a combination of expertise, analytics, tools and an understanding of customers' operating environment will consult and provide deliverable aimed to mitigate risk and ensure stability.

* Help build and document customer solutions processes and work to continuously improve and scale the customer solution function within the account.

* Educate and make the customer understand as needed on the various tools that are used in the company for maximizing efficiency and minimizing risk.

* Develop a strong knowledge of the healthcare industry.

* Resource competency management by developing competency matrix and positioning team members on the same to identify growing talent.

* Devise and propose strategic policies to retain talent and thereby client business.

* Ensure effective handover and transition process when new members are added to the team

* Travel readiness

Qualifications, Skills & Experience

Overall 10-12 years of experience in the industry managing large or a set of multiple accounts encompassing- Requirement Management, Project Planning, Project Monitoring, Client Relationship Management, Process Management, Presales, and People Management.

* A Bachelor of Science Degree in Computer Science or related field.

* Excellent written and verbal communication skills.

* Good interpersonal communication and customer service skills are needed in order to work successfully with customers and cross-functional teams to help to augment account.

* Escalation management experience is strongly desired.

* Proven organizational skills demonstrated by thorough project plans, client agendas, and client presentations.

* Professionally handle conflicts and customer expectations.

* Attention to detail and consistent production of accurate and timely presentations, reports, and analyses.

* Proficiency with creation and maintenance of project plans.