Service Client Relationship AM

C_087 Transaction Network Services Communications India Private Limited; Kuala Lumpur; On-site; MYR 90,000 - 140,000; Full time

Job summary

The Account / Project Management team at C_087 Transaction Network Services Communications India Private Limited is seeking an experienced manager to lead cross-functional teams and drive delivery of complex contracts.

You will plan, execute, monitor and control projects, manage resources, budgets, and SLAs, and maintain strong relationships with customers and stakeholders to maximize value and minimize risk.

Responsibilities

• Supports sales activities by assisting in setting SLAs for new contracts and providing service expertise.
• Identifies growth opportunities, capacity upgrades and service enhancements to boost revenue and customer relationships.
• Manages relationships with strategically important customers with regular executive reviews.
• Delivers contractual SLA performance, resolves customer issues and improves satisfaction.
• Capitalises on opportunities to improve customer experience and own service relationship at mid to senior level.
• Possess an in-depth working knowledge of the customer's business and competition.
• Responsible for managing service costs for own contracts with dedicated resources.
• Creates and drives change within the business via service improvement and cost reduction plans.
• Provides stakeholder management within TNS, customer and third party suppliers.
• Creates value, acts as trusted advisor, manages expectations and negotiates mutually beneficial outcomes.
• Owns and resolves escalations within TNS, customer and third party.
• Influences business decisions at peer to senior management.
• Drive virtual teams of experts/specialists.

Job description

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence!

Overview

The Account / Project Management area is responsible for leading a team, typically cross-functional teams, to achieve project goals and requirements. Work with project teams and stakeholders to plan, execute, monitor, and control the project. Manage resources, budget, cost, time, quality, risks and other constraints.

Responsibilities

• Supports sales activities such as bids, by assisting in setting SLA's for new contracts and by providing service expertise during sales engagements.
• Creates commercial value through the identification of organic growth opportunities, capacity upgrades and service enhancements that strengthen customer relationships and increase revenue potential.
• Develops, maintains and improves the customer relationship for one or a small number of strategically important customers, with regular reviews at a peer level, (as required by the customer).
• Delivers contractual SLA performance, resolves customer contractual issues and continually improves customer satisfaction.
• Capitalises on all opportunities to improve the overall customer experience and to own the overall service relationship on behalf of TNS at mid to senior level within the customer business base.
• Possess an in-depth working knowledge of the customer's business and understand the competition environment.
• Responsible for managing the TNS service costs for own managed contracts, which have dedicated resources.
• Creates and drives change within the business via service improvement and cost reduction plans.
• Provides stakeholder management within TNS, customer and/or third party supplier's organisations.
• Creates value, acts as a trusted advisor, manages expectations and can negotiate mutually beneficial outcomes and resolve conflict.
• Owns and resolves escalations within TNS, customer and/or third party.
• Influences business decisions and outcomes at peer to senior management level.
• Drive virtual teams of experts/specialists.

Qualifications

Where required, provide support/guide for functional teams (Billing, MyAccount, Cash Collections, etc.) for managed accounts or through the Ad-Hoc process, ensuring that client expectations and high standards are maintained. Manage client escalated issues and track them to resolution on their behalf, providing frequent and clear communication throughout.

If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!

TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.