Client Account Manager

Primary Workflow:

• Maintain constant communication with client focal points and TRT executives
• Propose solutions to recurring issues to TRT executives and clients
• Conduct regular presentations to clients on TRT service delivery
• Manage opportunities for upselling and cross-selling
• Serve as the primary contact for clients in the "Order to Cash" process
• Act as the focal point of knowledge base for each client engagement.

Key Deliverables:

• Maintain constant communication with client focal points and TRT executives regarding priority 1 (P1) cases and missed SLA instances, being available 24/7 as needed.
• Propose solutions to recurring issues to TRT executives and clients, focusing on common geographic areas or technologies.
• Conduct regular presentations to clients on TRT service delivery to gauge client confidence.
• Manage opportunities for upselling and cross-selling TRT services to clients.
• Serve as the primary contact for clients in the "Order to Cash process," ensuring timely billing and collections, with availability around the clock.
• Ensure accuracy of client asset lists and related details in TRT's Configuration Management Database (CMDB), coordinating timely updates during contract transition periods.
• Act as the focal point of knowledge base for each client engagement.
• Document TRT's customer engagements, including projects, support contracts, and Managed Service Engagements.
• Provide performance reports and statistics to TRT's management and Executive Board.
• Update CMDB, BOSS, and Wiki documentation as needed.
• Develop policies and procedures to control and measure TRT's customer service delivery.

Professional Requirement:

• Bachelor's degree in Business Administration, Marketing, or related field preferred. Additional certification is helpful.
• Experience in client account management, especially with global clients, is preferred.
• Understanding of account management principles and industry knowledge is important.
• Excellent communication and relationship-building skills for working with global clients.
• Ability to assess client needs, create plans, and find growth opportunities.
• Experience in presentations, negotiations, and contract renewals is beneficial.
• Strong problem-solving skills and ability to work well with internal teams.
• Proficiency in CRM software and financial concepts like budgeting.
• Willingness to travel for client meetings and good organizational skills are required.
• Proficiency in Microsoft Office, especially Excel, is necessary.