Customer Relationship Manager

Reporting to: Head of the Trusted Domain Business Unit

Location: Negotiable with regular travel to customer sites

Responsibilities

Key responsibilities will include but not be limited to the following:

  • Devise, develop and implement a proactive Client engagement strategy
  • Deliver outstanding service to identify and meet Customer needs across all aspects of the relationship including but not limited to Software Support, Customer Projects and AEPONA products.
  • Ensure appropriate levels of Customer contact to ensure thorough understanding of products and services in delivery and potential for same in the future.
  • Provide a hands-on role in Support escalations including out of hours working and on-site Customer visits, as required until the problem is resolved.
  • Act as a Trusted Advisor to the Customer group.
  • Act as liaison between Customer and internal teams to ensure Customer expectations are satisfied.
  • Ensure delivery of AEPONA services as agreed with the Customer from time to time within the scope of each service agreement, while proactively challenging all other dependent business unit (e.g. within Customer, 3rd Party Consultants, Suppliers and in AEPONA) to do the same.
  • Engage with Customer in formal relationship review meetings or conference calls, as required.
  • Ensure detailed understanding of issues within the Customer’s business and proactively contribute to the process of problem solving and resolution identification.
  • Respond directly on any Customer complaints received and initiate, in consultation with stakeholders, internal actions to ensure no repetition.
  • Act as point of escalation on Customer issues.
  • As Customer advocate, represent the interest of the Customer towards AEPONA.
  • Develop and maintain professional relationships with key technical and business stakeholders within the assigned Customer accounts.
  • Identify opportunities to up-sell and cross-sell AEPONA software solutions.
  • Conduct presentations to Customers in conjunction with sales executives incorporating both product solutions and professional services.
  • Report on performance across all required facets to the relationship to both the Customer and AEPONA.
  • Present a positive business and technical case to prospective Customers for the purchase of AEPONA solutions.
  • Contribute to RFI, RFP and RFQ responses.
  • Ensure adherence to all Company and relevant Customer policies and practices.
  • Provides Customer relationship status reports to the Head of the Trusted Domain Business Unit (and/or other Managers as required).

Person Specification

Essential Criteria:

  • A relevant 3rd Level technical qualification in Computer Science, Engineering or other related subject.
  • At least 5 years experience in a similar customer-facing role providing technical support and advice to a sales function.
  • Practical experience in managing customer-driven change programmes.
  • Knowledge of the commercial telecoms environment.
  • Proven track record in telecommunications network infrastructure – fixed line and mobile.
  • Excellent customer facing skills.
  • Self-driven and motivated.
  • Enhanced interpersonal and verbal communication skills.
  • Ability to network within large groups.
  • Ability to understand sales processes.
  • Proven experience of responding to customer tender documentation.
  • Experience in the process of software delivery and deployment.
  • Excellent presentation skills.
  • Ability to think creatively and to present customised solutions to prospects.
  • Ability to communicate effectively with multi-discipline teams.
  • Strong written communication skills.

Benefits:

  • 22 Days Annual Leave rising to 27 days with service
  • Contributory Pension Scheme
  • Life Assurance Scheme
  • Private Health Care
  • Defined bonus scheme

Applications:

CVs should be submitted to jobs@aepona.com quoting reference CRM/01/10

Closing Date:

Friday 5th February 2010.