Business Relationship Manager, CES

Algemene omschrijving

Our client is a information delivery platform, enabling its customers to share, process and store their vital business information.

Role purpose:
• Generate high customer loyalty by blending high CSAT, high customer touch, high insider customer knowledge and deep personal relationships inside the customer
• Accountable for maintaining CES customer revenues assigned to him by renewing and up-selling add-on services for existing contracts, as well as new transactional deals
• Accountable for excellent customer service to CES customers assigned to him based on ITIL standard
• Accountable for overachieving the CSAT target for each individual customer assigned to him
• Maintain and improve long-lasting customer relationship

Key accountabilities
Customer revenues
Customer service

Gestelde eisen

This role may require you to be either a Process Owner or a Process Manager.

Process accountabilities
This role may require you to be either a Process Owner or a Process Manager. The definitions below provide a high level summary of accountabilities in each case.

Process Owner is accountable for:
• The overall end-to-end performance of your process(es)
• Implementing and maintaining process excellence standards (ITIL where appropriate)
• Governing changes and sponsoring improvements to your process(es)
• Complying with Colt’s data quality principles

Process Manager is accountable for:
• compliance with the current process design and specifications, process excellence and data quality principles (ITIL where appropriate)
• identifying and implementing agreed changes and improvements to the process ensuring the right number of skilled staff are available to operate the process to meet the process targets

Uren

40