JOB DESCRIPTION

Business Line FT | REGIONAL CUSTOMER SUPPORT MANAGER | New Jersey

Job Summary

LOCATION: New Jersey
DESIGNATION: REGIONAL CUSTOMER SUPPORT MANAGER
QUALIFICATION:
To ensure retention of accounts, generation of account level EE/ EN revenue, and completion of all project deliverables as per customer requirements through effective management & monthly review of teams
• Build relationships with clients at the manager and director level.
• Create and implement a solution roadmap and select the right infrastructure and technology platform or product based on in-depth knowledge of one and broad knowledge of other technologies.
• Ability to lead development of the technical solution or offering, in translating the business needs into technical requirements. Identifies gaps, strategic impacts, financial impacts and the risk profile in the technical solution or offering, and provides technical support.
• Assist clients with complex projects involved multiple disciples or business units.
• Recommend to client appropriate technological alternatives.
• Evaluate new technological developments and how they affect evolving client business requirements.
• Deep knowledge of End User Services solutions.
• Excel at leading group client business discussions
• Solid experience in consultative / complex sales processes
(1.) To identify attrition percentage in accounts and take up initiatives to reduce the same (2.) To perform value addition activities (CIP & SIP) and implement strategies to improve productivity. (3.) To implement Profit Implement Plan (PIP), review Budget vs. Actual Cost and analyse the deviation to plan strategies to reduce deviation through levers like Automation & self-driven initiatives.    (4.) To ensure retention of accounts that are due for renewal or maintain high level of customer satisfaction (ACSAT) (5.) To ensure that all responsibilities and project deliverables are completed within SLAs through effective team management and monthly reviews (6.) To ensure generation of an account level EE & EN revenue (7.) To ensure absorption of freshers as per the defined account targets
SKILLS:
SAP (APPS)-Technical Architect-Solution Architecture
EXPERIENCE: 11-15 Years
NO. OF POSITIONS: 1