TECEZE | Client Relationship Manager
16 hours ago
Key Responsibilities:
1. Client Relationship Management:
Serve as the main point of contact for assigned clients, ensuring seamless communication and collaboration.
Build and maintain strong, long-term relationships with key stakeholders within the client’s organization.
Conduct regular client meetings to understand their needs, challenges, and feedback.
Address client concerns and ensure resolution in a timely and professional manner.
2. Managing Day-to-Day Client Requests:
Coordinate with internal teams (technical, sales, operations) to address client requests effectively.
Monitor service delivery to ensure adherence to agreed SLAs and quality standards.
Track and manage support tickets, ensuring timely resolution and updates to the client.
Provide regular updates on ongoing projects and status reports.
3. Revenue Growth and Account Expansion:
Identify and pursue opportunities to grow account revenue through cross-selling and upselling of IT services.
Develop and present tailored proposals and service enhancements to meet client objectives.
Negotiate contracts and renewal terms in collaboration with the sales and legal teams.
Collaborate with clients to identify new projects or technology requirements.
4. Strategic Account Planning:
Develop account plans that align with the client’s business goals and IT strategy.
Monitor and analyze account performance, identifying areas for improvement.
Maintain a deep understanding of the client’s industry trends, challenges, and emerging opportunities.
5. Upselling and Promotion of IT Services:
Proactively recommend relevant IT services and solutions that align with the client’s needs.
Conduct product demonstrations, presentations, and workshops as needed.
Stay updated on the organization’s service offerings, ensuring alignment with client opportunities.
Support marketing initiatives by introducing clients to new solutions, promotions, or events.
6. Reporting and Documentation:
Prepare regular performance and account management reports for both internal and client review.
Maintain detailed records of client interactions, feedback, and account progress in CRM systems.
Provide insights and updates to senior management on account growth and challenges.
Qualifications and Skills:
Required Qualifications:
Bachelor’s degree in IT, Business Administration, or a related field.
3+ years of experience in client relationship management within the IT services industry.
Proven track record of achieving revenue growth and upselling IT services.
Key Skills:
Strong interpersonal and communication skills.
Excellent problem-solving and negotiation abilities.
Proficiency in CRM tools (e.g., Salesforce, Zoho CRM).
Basic understanding of IT services and solutions, such as Managed Services, Cloud Solutions, and IT Infrastructure.
Ability to manage multiple clients and prioritize tasks effectively.
Strong analytical skills to monitor account performance and identify growth opportunities.
Key Performance Indicators (KPIs):
Client satisfaction and retention rate.
Revenue growth from assigned accounts.
Percentage of upsell/cross-sell opportunities converted.
Timely resolution of client requests and adherence to SLAs.
Frequency of client engagement and feedback sessions.
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