Job Summary

Client Services Account/Software Implementation Manager

Purpose of the Position : To manage clients ensuring a high degree of client satisfaction and according to Company guidelines.

To manage the implementation projects to achieve a high level of customer satisfaction in a timely and efficient manner. To deliver effective training outcomes to new and existing customers as part of the implementation of the product.

Key Responsibilities:

  • Respond to client requests regarding products by demonstrating the products and providing pricing and quote information as required
  • Ensure correct billing and quoting of client support requests
  • Closely monitor success metrics and conduct regular reviews with customers to discuss opportunities for improvement
  • Escalate critical customer issues; provide summary of the overall 'health' of the account and use of our services
  • Serve as an advocate for your customers in driving the improvement and evolution of our products and services
  • Establish and build strong customer relationships over time that allow for continuity, and ongoing representation
  • Train customers on the use of products
  • Analyze company requirements and develop project plans to implement our applications
  • Manage the plans from beginning to end and exceed the customers' expectations.
  • Be hands on in system setup, configuration and training both remotely and onsite
  • Help drive client adoption of the software by assisting clients in after sales support and training
  • User training
  • Ensure correct billing and quoting of additional and out of scope implementation services
  • Technical support via Phone, Email & Remote Desktop tools
  • Project management involving liaising with customers, developers and key stakeholders.
  • Tracking of time to ensure correct billing of customers.

Skills:

  • Diploma and up to 2 years work experience in a relevant technical client services/relationship role
  • Outstanding verbal, written, presentation and interpersonal communication skills
  • Experience providing pre-sales assistance
  • Sufficient business acumen and exceptional customer service approach
  • Must be able to present technical concepts to non-technical users
  • Proven ability to work independently, without administrative support
  • Positive, self-starter attitude with desire to exceed client expectations and ability to work extended hours when required
  • Ability to problem solve and communicate with clients to achieve positive outcomes
  • Excellent client facing and communication skills
  • Good general IT skills
  • Good understanding of the moving and storage industry
  • Knowledge of financial systems would be a positive.
  • Any second language is an asset.

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Job Summary


Reference: 9128

Sector: IT and Internet

Location: London, Greater London, England

Salary: Negotiable

Contract: Permanent

Posted: 21 Jan 2019