Client Relationship Manager - Cape Town
R
65000
per month
Cape Town, Western Cape
Cape Town,
Western Cape
more than 14 days ago
10-04-2012 7:37:13 AM
08-05-2012 12:55:25 PM
JOB ROLE
The purpose of this role is to take full accountability for one or more client accounts, maintaining and managing the long-term strategic relationships.
KPI’s
- Client Relationship Management
- Builds, maintains and takes ownership of a professional working relationship with the client on behalf of the business.
- Works to understand the client’s budgetary constraints, business risks and issues with a view to seeking new business opportunities.
- Maintains open and honest channels of communication at all levels within the client’s organisation
- Manages the client’s expectations and works with the General Manager: Operations to ensure their objectives both tactical and strategic are achieved within the agreed budgets, deadlines and to the client’s satisfaction.
- In conjunction with the General Manager: Operations, seeks and identifies opportunities to increase the value that the business can add.
- Works with the client to identify and/or develop new business opportunities
- Acts as commercial escalation contact for the Client.
- Market Awareness
- Translates market knowledge into business opportunities.
- Maintains a complete and in-depth knowledge of business on-and-off shore capabilities.
- Identifies and introduces opportunities with business clients to the wider Dimension Data group of companies
- Commercial Management
- Achieves business development and incremental revenue targets
- Ensures invoices are prepared accurately and dispatched in a timely manner, and paid by the Client in accordance with contract terms.
- Prepares and develops cost models and business plans as necessary.
- Prepares and develops ROI models for new initiatives as required
- Ensures credit collection activity takes place in a timely fashion in a manner that supports the long-term relationship with the client.
- Understands and maintains challenging financial targets, both in terms of the agreed contractual financials and in terms of revenue stretch
- Ensures Letters of Intent and contracts are agreed and signed by both parties before work commences and costs are committed to.
- Ensures third party contracts are agreed and flexible to meet all needs
- Ensures all internal agreements are in place before work commences
- Ensures the client agrees and follows a change control process.
- Oversees all contractual change management and control procedures.
- Risk & Issue Management
- Documents all risks internally and with the client as appropriate.
- Acts as the point of escalation for potential risks to the relationship with the client.
- Takes responsibility for managing official client complaints following the client complaints procedure.
- Analyses client and industry data and makes recommendations resulting from analyses.
- Reporting
- Ensures an account audit trail is kept, including minutes and change controls.
- Oversees the process of client contact reporting.
- Ensures meetings are minuted, and that risk, issue and action logs and maintained and reviewed on a regular basis with a view to service and revenue improvement.
- Conducts frequent satisfaction reviews with the client to confirm strategic alignment.
- Continuous Improvement Program
- Conducts frequent satisfaction reviews with the client to confirm strategic alignment.
- Works with the General Manager: Operations to actively pursue a Continuous Improvement Program.
- Proactively reviews, recommends and measures changes to processes on the account to bring about continuous improvements