ROLE PURPOSE:

Take charge of the end-to-end service offering for allocated accounts, ensuring utmost customer satisfaction. This role involves a hands-on approach, encompassing pre-sales support, financial control, operational oversight and effective escalation management.

Key Responsibilities:

• Provide pre-sales support to aligned sector sales specialists on global opportunities, including pricing, geographical capability analysis, and billing processes.
• Generate both simple and complex quotations for existing customers.
• Onboard new customers by obtaining necessary handover information from sales specialists, project managing the setup, and overseeing service implementation, with a focus on issue resolution.
• Fully accountable for delivering services to customers as per agreements, proactively ensuring all KPIs/SLAs are met, or exceeded, and taking corrective action where necessary.
• Conduct regular recorded service review meetings, preparing and presenting current performance.
• Act as the primary point of contact for issue resolution and take responsibility for contract profitability to agreed levels.
• Review fee management reporting and monthly CPR, aiming for all customers to achieve agreed margin levels.
• Approve invoices, liaising with the Global Commercial Controller before finalization.
• Receive and act on service requests from customers, ensuring customer reporting aligns with SoW requirements.
• Maintain the Service Allocation Forecast Spreadsheet (SAF) Document to measure specific areas, including SoW, RPI, forecast for the next three months, converting customers to MyData, and assessing margin levels.
• Monitor the performance and workload of the Global Coordination team to prioritize tasks and meet customer expectations/deadlines.
• Manage and implement changes to service with SOW/CCN management for allocated customer accounts.
• Develop current business streams while collaborating with Sales Specialists on new complex business opportunities.