Senior Account Manager

Primary liaison between VXI and client's vendor management team. Works with Directors for Client Services and Operations, as well as site management, to meet client needs and communicate effectively with Operations and Support.

Job Statement:

The Client Relations Manager serves as the primary point of contact between VXI and the client’s vendor management team. He/she will work with the Directors for both Client Services and Operations, as well as each site’s management team, to ensure that client requirements are met and delivered, and all communications are cascaded to Operations and Support.

Department/Division: Office of Client relations

Reports to: Director for Client Services and/or Associate Director for Client Services

Reporting Staff: None

Essential Duties and Responsibilities:

• Perform activities aimed at building and strengthening relationships with the Client
• Represent the Company on meetings with the Client and related entities (business reviews, calibration calls, WFM meetings, system or tools outages, etc.) and ensure attendance by the required people from the Company
• Serve as the liaison between the Client and the Company
• Responsible for creating and updating presentations (decks) for business reviews with the client
• Coordinate with the Client and Operations to schedule the weekly and monthly business reviews
• Facilitate huddles with first-line Vendor Managers and present KPI data as necessary
• Attend to all Client escalations and work with Operations and Support to resolve issues
• Communicate updates from the Client to Operations and Support
• Prepare and/or review the monthly invoice sent to the Client
• Handle the logistics for Client visits and ensure that Client needs are met
• Other tasks as required by the Director for Client Services and/or Director for Operations

Qualifications

• Bachelor’s degree (B.A.) from a college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
• At least two (2) years’ experience in the field/industry
• At least one (1) year management experience in any related department
• Experience with launching telecom programs
• Global experience with inbound sales programs
• Must have
• Must be a regular employee of VXI
• Must have at least 6 months tenure in current position
• No pending or existing DA case

Competencies

• Customer Focus
• Verbal and Written Communication Skills
• Exceptional Interpersonal Skills
• Organizational Understanding
• Quality Orientation
• Results Achievement
• Conflict Management
• Strategic Planning
• Data Analysis and Interpretation
• Flexibility
• Consultation/Negotiation
• Time Management