Account Delivery Manager

Millennium Technology Services; Manila; On-site; PHP 1,116,000 - 1,450,800; Full time

Job summary

A technology services firm is seeking a Senior Account Manager to build and maintain strong, long-lasting relationships with clients while being accountable for overall business metrics like revenue and contract value. The role demands at least 8 years of experience in account management, a Bachelor's degree in Computer Science, and strong leadership skills. The successful candidate will manage an account team, ensure compliance with contractual obligations, and drive customer satisfaction through effective communication and service delivery improvements.

Qualifications

• At least 8 years experience in Account Management and Operations.
• Attained a Bachelor's degree in Computer Science or equivalent.
• Preferred with customer fronting experience managing local operations.
• Good Communicator.
• Demonstrated leadership skills in managing matrix teams and suppliers.
• ITIL Certified.

Responsibilities

• Build and establish strong customer relationships at tactical and strategic levels.
• Accountable for overall business revenue, total contract value, and gross profit.
• Lead on all customer engagement and key initiatives.
• Manage account team assigned to the client.
• Ensure compliance that all contracts are supported with a customer purchase order.
• Monitor and manage services delivery and ensure customer satisfaction.

Skills

Account Management

Operations Management

Leadership Skills

Customer Communication

Education

Bachelor's degree in Computer Science or equivalent

Tools

ITIL Certification

Job description

Build and establish strong, long-lasting relationships with assigned customer at tactical and strategic levels across regions.
Accountable for overall business: Revenue, Total Contract Value, Gross Profit.
Accountable for account growth, up-selling and cross-selling into assigned account.
Provide guidance to A-end sales manager and (Deputy) SDM in ensuring differentiated Customer Experience and excellent Customer Satisfaction for the client.
Accountable for proposals and quotations submission in collaboration with other departments.
Accountable for negotiation of better terms and renewal of master service agreements.
Ensure compliance that all contracts are supported with a customer purchase order.
Lead on all customer engagement and key initiatives.
Strategic planning to improve client results.
Accountable for overall account governance, ensuring the strategic, tactical and operational levels are mapped and engaged accordingly from both assigned customer and MTS.
Manage account team assigned to the client.
Manage customer expectation at tactical and strategic levels.
Facilitate communications between assigned customer and MTS Executive Management.
Conduct regular meetings with the customer on tactical and strategic level.
Manage relationship with the customer at the local / regional levels.
Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
Monitor and manage services delivery and, ensure customer satisfaction and optimal customer experience is being delivered to the assigned customer
Maintaining high performance levels for service-related processes and implementing improvement activities wherever necessary.
Manage all incidents and escalation, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
Ensure that processes and policies are in place to support outstanding service delivery.
Develop a deep understanding of projects to gain insights into the scope of service delivery.
Overall accountable for service delivery performance, meeting customer expectations, and driving future demand.
Develop and maintain processes and policies in alignment with customer requirement.
Manage third-party as well as internal processes and creating strategies for service delivery optimization
Oversee and manage team members, including hiring, performance assessment, training, and mentoring.
Execute absence and expense management.
Ensure that all customer deliverables are produced on-time, within budget and with quality such as but not limited to timesheet submission at month end.
Responsible for continuous improvement.
Lead service improvement initiative as part of continuous improvement.
Ensure that all commencement of support/service are supported by a customer purchase order.
Manage contractual SLA to avoid penalty and compensation.
Computation of rebates and service level credits for the customer.
Prepare monthly report on service delivery performance metrics.
Conduct regular meetings with the customer on operational and tactical level.
Prepare invoicing data and supporting documents for timely invoice submission by the finance team.
Oversee and ensure that invoices are submitted on-time.
Support organic growth of the account.

Requirements:

• At least 8 years experience in Account Management and Operations
• Attained a Bachelors degree in Computer Science or equivalent
• Preferred with customer fronting experience managing local operations
• Good Communicator
• Demonstrated leadership skills in managing matrix teams and suppliers
• ITIL Certified