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 APAC Critical Account Manager-042 |
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vicky
[博客]
[个人文集]
头衔: 海归上校
性别:  年龄: 42
加入时间: 2006/08/14
文章: 614
海归分: 99729
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作者：vicky 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
To manage the critical status of designated customers
Scope
• Reports to Director, APAC Critical Accounts
• Manage designated account(s)
• Work closely with the virtual team within the account
• Works closely with Standard Product Support, Customer Support Organisations, Product Development, other Line of Businesses (LoBs) and other third parties as required
• Has no direct reports
Responsibilities
• Confirming and documenting critical issues, milestones, exit criteria, customer business problem and business impact
• Ensuring seamless co-operation across all LoB's
• Managing the critical issue and ensuring resolution
• Identifying and highlighting restrictions to resolution
• Driving resolution of issues cross LoB to timelines required, negotiating where relevant to re-establish requirements and drive actions
• Identifying and communicating root causes to ensure resolution and non-recurrence
• Working with Development to ensure customer priorities and milestones are clearly understood
• Working with US and EMEA Critical Accounts programs on global/multi-national customers and those which require 24 x 7 attention
• Focusing on escalation avoidance by having up to date information
Accountabilities
• Creation and maintenance of action plan and communication plan
• Drive issues, fact gather and co-ordinate resolution across all LoB's
• Establish and run communication channels with all relevant parties providing updates as appropriate LoB's and customer communication
• Monitor progress toward resolution ensuring all necessary actions are taken
• Take authority to ensure actions are carried out and negotiating to have resources assigned as appropriate
• Manage the relationship with region/countries, leading Critical Account communication with region/country management
• Challenge internal processes which are impacting good customer service
• Contribute to the move to become more proactive in the liaison with other LoB's and customers ensure continuous improvement
• Operate in line with global processes and procedures
Professional Competencies
• Credibility (*)
• Decision Making Planning and organising
• Results orientation (*)
• Influencing and negotiating
• Customer Focus (*)
• Building effective relationships (*)
• Organisational awareness
• Working Globally
• Problem Recognition and Resolution
Education Background
• Degree in Computer Sciences, MIS, Science, IT, Engineering, Business, Finance, Economics or International Trade
• Some other tertiary qualification plus demonstrated work experience in a business related area
Language
• Able to read and write English to a satisfactory standard (Prefer CET-6 and above; CET-4 acceptable)
• Korean-speaking is preferable but not essential
Customer Services Skills
• Able to demonstrate previous customer service skills by articulating examples of exceptional customer service
作者：vicky 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
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 APAC Critical Account Manager-042 -- vicky - (2960 Byte) 2006-11-27 周一, 16:36 (936 reads)
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