CUSTOMER EXECUTIVE

Working Hours/Shift Requirement: 8-5pm or 9-6pm CST

Responsibilities:

Grow, foster, and build a strategic relationship with the customer to become quota valued and trusted adviser;

Accountable for the business results including growth, margin and profitability while minimizing mistakes.

Define account plan, engage in sales pursuits, and monitor delivery performance.

Ensure client satisfaction and drive/resolve customer issues.

Assess operational and strategic performance through customer-level governance

Operational –monthly & quarterly

Commercial - Contract governance including knowledge of and adherence to the contract.

Strategic – innovation road mapping and helping to solve customer problems.

Responsible for partnering with the Sales Executive to ensure customer growth including sales, renewals, and minimizing churn.

Coordinate with the Business Solutions Division (BSD) to pursue relevant opportunities.

Minimize surprises and ensure that Sales and Delivery are informed of critical client escalation issues. Drives issues to resolution.

Accurate forecasting for revenue and cost.

Qualifications and Skills:

BA/BS in Business Management

Minimum of 8-10 years of relevant experience

Experience working with client relationship management at multiple levels including VP/CIO

Experience leading teams in a matrixed organization

Able to navigate/resolve difficult situations

Experience in overseeing multi-delivery

Service experience required

Excellent sales, account & delivery skills with relevant IT/Product categories

Strong strategic and tactical account management skills

Excellent communicator

Strong initiative, leadership skills and work ethic

Strong attention to detail

Ability to work independently

Must be able to travel

Core Competencies:

Operational Efficiency-Consistently review, identify, and implement changes that maintain our commitment to be both operationally and financially efficient.

Budget Controls-Managing a significant piece of the overall expenditures the function spends to promote Company and the products it sells.

Creative Business Development-Develop unique ways to grow the business with your customer and provide solutions to financial, economic, or environmental challenges.

Business Planning/Project Management-Develop and manage complex business plans, while executing against specific financial and SLA targets.

Industry Acumen-Engage your customer, as well as the broader industry, to identify and utilize solutions with the focus on generating and/or retaining business.

Strong Customer Relationships-Manage all aspects of the customer relationship, whether directly or indirectly, while promoting the Company brand and its strategy.

In-Depth Product/Brand Knowledge-Develop an intimate knowledge of your customers brand(s), values, position, opportunities, and corporate personality and align it with Company’s value proposition.

Leadership Attributes/Expectations:

Demonstrate the highest degree and respect and integrity in all aspects of the role.

Bring sincere enthusiasm to the leadership role and drive that enthusiasm down through the team and across to other business units within Company Systems.

Deliver thoughtful and well development communication strategies; both internally and externally.

Demonstrate a high degree of decisiveness, while maintaining a level of due diligence behind every key strategic decision.

Empower those around you, while providing the necessary tools, training, and development opportunities, to build a high performing team.