Description
JOB DESCRIPTION:
- 30% Strategy and Account Management --- Acts as a strategic account manager responsible for the collection, analysis, review, documentation, and communication of customer needs and requirements.
- Ensures I/S solutions are tailored to the customer's strategies by continually obtaining a complete understanding of the customer's business needs from initial requirements to final implementation.
- Fosters relationships between the customer and the I/S organization as well as analyzes problems, settles disputes, and negotiates with the customer within current contractual boundaries.
- Acts as Subject Matter Expert (SME) in customer's business and generalists in I/S products and services.
- 25% Internal Marketing --- Takes proactive marketing approach when communicating with customer in response to external requests for change or internal I/S product activity.
- Focuses on customer needs and makes customer aware of potential offerings that could meet those needs and/or add value.
- Designs products and services with common components that can be leveraged across many customers. Ensures appropriate pricing, obtains approval by LOB management, and packages/delivers to customer.
- Focuses the communication with the customer on features offered in the I/S Product Catalog and works with I/S team to propose and build tailored, customer focused solutions.
- 15% Steering Support --- Helps the customer define their business needs as specific changes and works with the customer on priority setting.
- Allows the customer to have major influence over I/S work priorities, therefore improving customer control over costs of products and services that I/S delivers.
- Assists in the definition of I/S work/audit requests and completes the packaging and delivery of I/S work/audit requests estimates and supporting documentation to customer. Negotiates final estimates, authorization, and start/completion dates for each request with customer.
- Provides tracking of work requests to allow better control of costs.
- Monitors work requests to ensure delivery of products and services based on customer's priorities, estimates, and dates. Updates I/S Product Catalog with product features.
- 15% Product Improvement --- Researches/discovers opportunities to employ the proper subsets of I/S and its products and services.
- Identifies the customer's strategic business strategies and finds the right products and services to fill the customer's need and uses internal Marketing to sell the solution. Researches and tracks industry trends and maintains knowledge of new technologies in the area of expertise to better evaluate business unit service requests, requirements, and proposals.
- Summarizes the customer's business strategies and communicates the client's needs to the I/S organization.
- 15% Systems/Services Monitoring - Monitors service levels, reports actual versus agreed to service levels, and reviews service levels with the customer to determine opportunities for improvement.
- Establishes and reports metrics that measure I/S performance and satisfaction to customer.
- Reports Service Level Agreement (SLA) performance.
Analyzes requested and existing SLAs for reasonableness and takes appropriate action. - Reports overall customer status to the I/S Management.
- Bachelors/extra 4 years related work experience Required
- Client relationship management, I/S marketing, process/product improvement Required 7 Years
- Proven Communication skills Required
About Systel - Systel Inc. is one of the leading providers of Information Technology Services with offices distributed globally. Systel has combined group strength of 300+ strong resource base deployed in Fortune 500 companies across the globe for more than a decade in ERP, BI, IMS, Web and Content Management technologies. SYSTEL INC. IS AN EQUAL OPPORTUNITY EMPLOYER