Job Description:
We are seeking an experienced Client Experience Manager to lead our client-facing team and drive exceptional client outcomes. The ideal candidate will have a strong customer-focused mindset and relationship-building skills.
Key Responsibilities:
* Manage and grow relationships across key ICT accounts
* Lead strategic planning, quarterly business reviews, and technology roadmaps
* Communicate service value and ensure alignment with client goals
* Mentor Account Managers and oversee key performance indicators
* Support commercial activities: renewals, proposals, forecasting
* Identify upsell/cross-sell opportunities
* Partner with Service Delivery to uphold service level agreements and resolve escalations
* Drive continuous improvement based on feedback and service data
* Ensure accuracy across billing, renewals, and contract management
* Improve account management processes and CRM practices
Requirements and Qualifications:
* Strong customer-focused mindset and relationship-building skills
* Excellent communication, presentation, and stakeholder management
* Experience leading account management or client services teams
* Ability to manage multiple priorities in a fast-paced managed service provider environment
* Solid understanding of CRM tools and commercial processes