Client Account Manager

Overview:

Work is performed within Business Hours, but the CAM is expected to be on call for the seldom circumstance average once per every 2-3 week for escalations. CAMs will be responsible for either a group of clients in a geographic territory or a set to global/regional which are smaller in number but larger in size and service delivery complexity.

Client Account Managers (CAMs) are required to travel a minimum of 10 working days per quarter outside of the Philippines to support regional engagement, pipeline development, and client relationship management.

Minutes of Meeting (MoM) for all client and internal meetings must be submitted within three (3) working days of the meeting date to ensure timely documentation and follow-up.

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.