Description
The Customer Account Manager's primary purpose is to contribute to the retention and growth of the nominated customer, or portfolio of customers, by providing the key engagement and delivery interface to increase the value realised from ICT assets, investments and capabilities.The role provides a holistic, end-to-end service relationship and ensures all business and customer deliverables are achieved with customer satisfaction targets met or exceeded.
This role interacts at a senior and strategic level, representing both Business and Technical Owner interests.
The role supports the Senior Executive team with advice and information from key customers.
Manage end-to-end customer service relationship: ensure agreed deliverables are achieved and Customer Satisfaction targets are met. Facilitate quarterly joint review with customer(s), and monthly checkpoint meetings between CAM team and the relevant Service Delivery Manager in Information Services and Corporate IT
Ensure appropriate reporting is provided to customers and the business' internal stakeholders.
Understand the business and customer needs better target eHealth's services, and promote IT capability to customers.
Through in-depth understanding of customer IT services, support the eHealth Strategies in meeting customers' business needs, identifying IT opportunities and recommending solutions.
Act as liaison point for CIOs, Technical Line Managers, Health Services Executives, Owners and Users in relation to understanding usage and availability of service offerings.
Interact at a strategic level to represent the business for new business areas. Actively monitor for, and seek, opportunities, new methods, trends, capabilities and products to the advancement of the whole organization.
Build partnerships with Business and Technical Service Owners and team leads to assist in compliance with processes, avoidance of unnecessary escalations and cooperation in issue investigation and solution development.
Manage customer expectations and relationships by ensuring all service levels and contractual obligations are met, performance reporting requirements are achieved and governance meetings addressing issues and service risk processes are managed appropriately.
Act as a point of contact for customers to facilitate escalations to the Service Delivery Manager when Service Level Agreements are breached or to the business' Senior Executive team for strategic or program development matters
Participate in short- and long-term strategic planning sessions with customers to improve business processes and outcomes.
Responsible for management and implementation of initiatives and requests into the Demand Management capability and process.
Work with other Information Services and Corporate IT teams to enable a Pipeline and Demand forecast of Customer projects.
Engage with Business Owners for demand management and planning regarding service needs and requirements, and identify business development opportunities.
Understand and anticipate direction of the business area(s), identify opportunities and make recommendations to support the assigned business area(s) desired future state.
Attendance and participation in meetings of assigned business service line Governance Groups.
Collaborate with the Service Management Office (SMO) and Service Delivery Manager to demonstrate IT costs continue to deliver value to customers for services provided.
Facilitate the capture of new business requirements and ongoing enhancements for Customers.
Work closely with Technical Project Consultants (TPC) for Project requests.
Liaise with Project Manager/Transition Manager where issues or concerns have been raised by the customer and take action as appropriate.