Client Manager

JOB SUMMARY & SCOPE

Provide service excellence and drive client delight and advocacy through the proactive support and engagement of client needs and issues. Provide account sales support and oversight and working with the Project Management team to ensure that all services are being delivered as agreed in the contract or Statement of Work as appropriate. Supports Sales and internal Operations Teams with proposal generation, invoicing, CRM as required.

KEY ACCOUNTABILITIES

• Understand client requirements and business opportunities, support the sales team to identify, guide, and close deals to the business plan and in-line with account strategy.
• Manage the Walmart Account from a Peak Analytics perspective.
• Ensure positive client satisfaction and client relationship for Walmart is maintained to the highest standard.
• Support FedEx Ground sales activities as it relates to new proposals, billing , invoicing , RMA’s etc.
• Participate in the response to RFQ’s on behalf of the Sales team
• For Walmart, be the client’s focal point for key aspects concerning overall sales support and overall Peak Analytics business.
• Proactively analyze client data with Data Analytics team to find trends and common themes and address with clients and internal Operations.
• Identify opportunities to engage the Project Management Team to deliver projects to deliver incremental value to the Client.
• Take ownership of client requirements and deliverables, in line with internal and external resources to deliver these requirements in a manner that always focuses on adding value to the client and to Peak Technologies.
• Be aware of risks associated with service delivery, manage risk appropriately and inform/escalate as appropriate.
• Ensure that quality is driven into all processes.
• Continually work to improve our customer relationships.
• Must be willing and able to travel to client sites as required, e.g., by road or air as appropriate for the distance to be covered. International travel may be required.

EDUCATION + EXPERIENCE + KEY TRAITS

• Proven hands-on experience in sales activities with all customers where applicable.
• Proactive, self-accountable, assertive, and self-motivated with the ability to perform within tight time constraints, take the appropriate corrective actions.
• Understanding of the key drivers to increase client satisfaction – both in terms of quality and on time delivery.
• Excellent team player with the ability to work independently under minimum supervision.
• Ability to manage areas of responsibility to complete tasks on time while interfacing with other departments to ensure success.
• Creating RMA’s for edge servers and other pertinent components of the Peak Analytics solutions.
• Resolving billing associated with RMA’s and repairs.
• Computer literate and a good working knowledge of Microsoft Office specifically Excel
• Good interpersonal skills to form effective working relationships with people at all levels both with the client and within Peak Technologies.
• Experience of managing international services

TYPICAL PERFORMANCE TARGETS

• Close business with Walmart as it relates to Peak Analytics business
• Thorough understanding of the broader issues associated with Peak Analytics business

LANGUAGE SKILLS

• Primary language used in daily operations is English. Additional primary company languages include Spanish, French, and Dutch.
• Read and interpret documents, procedure manuals and various correspondence from both internal and external.
• Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization.

SUPERVISION

• Role does not involve management of employees.

DECISION MAKING + REASONING

• Able to take accountability and responsibility for business target delivery and decision making.
• Possess a unique blend of business and technical savvy, a big-picture vision, and the drive to make that vision a reality.

WORKING RELATIONSHIPS

• Interfacing across all Peak Technologies Teams (Service, Sales, Operations, Finance & IT Teams)
• Clients and Internal Resource