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| Company: |
Bytes Managed Services |
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| Job Title: |
Customer Relationship Manager |
| Job category: |
Sales |
| Job Location: |
Johannesburg - South Africa |
| Job Reference Number: |
CRM001 |
| Job Description: |
Key Result Areas
- Grow the business with respect to marketing services to enhance revenue and profitability in current customer base
- Ensure revenue growth through the attainment of new business
- Meet growth revenue targets
- Ensure that contracted customer Service Level Agreements (SLAs) are met
- Ensure that the account install base is accurate and current
- Ensure that all billing (contract, time and material) due to Bytes Managed Services is raised, billed and recovered, timeously
- Outstanding debtors and the recovery thereof our the sole responsibility of the CRM
- Develop and manage account plans to meet the business needs of clients and Bytes Managed Services
- Report on and enhance service levels
- Resolve issues with the customer’s operation in order to formulate and present relevant solutions
- Manage account adherence to quality management requirements so as to ensure that processes are implemented
- Generate accurate weekly feedback report on all visits, issues, SLA’s, opportunities for growth within existing account, risk exposure, Customers on Hold, Minutes of all meetings held during the previous week with clients; Projected weekly schedule of appointments for client visits, general activities, etc New business/Client leads, outstanding debtors status and propose solutions thereto
- Conduct weekly site visits to current client base, ensuring comprehensive understanding of clients business
- Monthly meeting with existing client base, reporting on SLA’s, challenges, successes, threats, opportunities, etc
- Attend a minimum of 5 site meetings with the relevant FSM
Knowledge
- Technical qualification preferable
- IT operational knowledge
- Familiar with the purpose and composition of Service Level Agreements
- Sales and/or Marketing diploma preferable
Experience
- Some IT operational experience
- Experience in Customer Relations/Client Management
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Skills Required:: |
Technical Skills
- An understanding of business and financial principles
- Presentation skills
- MS Office (Excel, Word, Powerpoint)
- Understanding of technology and technological environments
- Familiarity with the service environment and principles of service frameworks and methodologies such as Gartner and coBIT
- Familiar with and able to use service and business analysis techniques
- Able to benchmark service against best practice
- Able to apply budgeting principles, methods and techniques
Behaviours/Attitudes
- Communication (Written and Oral)
- Conflict Resolution
- Decision Making
- Drive
- Integrity
- Innovation
- Perseverance and Ownership
- Persuasiveness
- Planning (Functional)
- Respect for Individuals/ Dedication to Customers
- Problem Analysis
- Quality of Work/Attention to detail
- Self Confidence and Self Development
- Negotiation Skills
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Language Requirements: |
English-Very Good |
| Employment Type: |
Full Time |
| Yearly Salary: |
Unspecified |
| Posting Date: |
2008-08-26 |
| Level of Education: |
College |
| Years of Work Experience: |
3 to 5 Years |
| Company: |
Bytes Managed Services |
| Contact Name: |
Bytes Managed Services |
| Contact Phone: |
0113734200 |
| Contact Fax: |
0113734384 |
| Preferred Method of Contact: |
No Preference |
| Preferred Language of Resume/Application: |
English |
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