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 Senior Service Account Manager opening in Shanghai, China |
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NancyLam
头衔: 海归少尉
加入时间: 2005/10/17
文章: 32
海归分: 3897
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作者：NancyLam 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
Introduction
Global MNC is looking for high-caliber professional for its company. We are seeking a Senior Service Account Manager to join our company locates in Shanghai, China. The mission is to provide best quality customer services to our multi-national companies clients in China.
If anyone interested-in the position mentioned below, please kindly send your update English and Chinese resume with contact details to [email protected] ASAP, thanks!
Position: Senior Service Account Manager
Key Purpose of the Role:
The Senior Service Account Manager (SSAM) is responsible and accountable for the overall service relationship between the assigned Customer Account(s) and Company. This includes ongoing improvement of the Customer experience with regard to Company service and ensuring that Company service is an enabler to protect and grow the revenues within the assigned accounts. The SSAM may manage a team of Service Account Managers across a country(s) and/or may be assigned to the larger, complex and more strategic Customer Accounts.
Principal Responsibilities:
Owns the overall service relationship between Company and the assigned accounts on a country/regional/global basis.
Develops and Integrates the service strategy within the overall Account Development Plan by working closely with the Account Team and all Sales & Service personnel aligned with the account.
Develops, documents and maintains a Customer Service Plan (CSP) for each assigned account.
Produces a Service Development Plan to identify, document and provide solutions to the customer’s longer-term service requirements.
Proactively seek out and leverage new service opportunities to protect Company’s business position, revenue stream and enhance the service provided to the customer.
Actively participates in the development of new business initiatives by providing service-related information for bid responses
Acts as the customer’s advocate throughout Company and is responsible for facilitating the prompt, effective resolution of all service related issues. This includes the identification of root causes and the development/implementation of associated action plans to maintain/improve customer satisfaction.
Produce relevant Quality of Service reports and lead/manage the Service Review with the Customer, identifying any service gaps and producing Action Plans to close.
Undertakes pro-active network reviews to ensure that the customer network meets their business needs.
Produces post critical incident reports for assigned impacted Customers documenting the incident/corrective actions
Produces a Service Improvement/Service Enhancement Plan (SIP) for each assigned account.
Builds and maintains highly developed and wide cross-cultural relationships within the Customer accounts and the Company community to effectively progress global service issues and plans.
Agreement/production of a Customer Scorecard where practicable
Lead a team of Service Account Managers where required on a Customer Account /Country basis. This to include all aspects of people management.
Provide detailed management reports as required.
Assist with the qualification/administration of SLA’s understanding all regulatory conditions; understand the basic key points on commercial law applicable to service issues.
To be fully aware of the need to safeguard sensitive customer information at all times, so that customer’s perceive Company to be a trustworthy organization.
Person Specification:
· Minimum of 3-years industry experience in a Customer Center / Service Management or similar customer-facing environment of Multi-national companies customers
· With Cisco Certification like CCIE, CCNP and strong technical background
· With Project Management experiences, preferable pre-sales and PM
· Very good spoken and written English
作者：NancyLam 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
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 Senior Service Account Manager opening in Shanghai, China -- NancyLam - (3892 Byte) 2006-7-05 周三, 15:42 (1480 reads)
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