Customer Relationship Mgr - IT Product Sales

We are looking for Full Time graduates (BE/BE with MBA/BSc with MBA) and no distance course candidates with MBA degree. BCom/BBA degree is not being considered.

We are looking for candidates with initial experience in any of following domains:

Software Development
Testing
Business Analyst
Technical Support
Back Office experience
PreSales.

In the current role, they will be doing Account Management, Account Mining, Farming of clients to achieve the targets.

Thus, only guys with Sales experience will not be suitable as this not a pureplay Sales position.

- Candidates should be local so that they have thorough knowledge of market.

- Candidates from Mid-Tier IT companies will be preferred.

- Domain Experience of Banking/BFSI/ ECommerce/ BPM/ ECM/ CCM/ DMS is preferred.

- Communication skills & stability need to be checked and filtered at your end itself.

Position - Customer Relationship Manager (CRM)

Nature of work - The individual is responsible for managing named customers' relationship and ensure we deliver and demonstrate our value proposition by leveraging industry best practices in BPM / ECM domain. CRM works closely with EM, Delivery Head and Regional Sales Head to meet the business goals and targets.

Role definition

Business - Drives EMs for revenue, customer satisfaction, implementation, customer retention and collection for the accounts assigned.

- Positioning Product and/or services to the customers.

- Identify continuous growth opportunities for new business as per account expansion target.

- Work with Delivery Head and Regional Sales Head in target setting and periodic review of the progress.

- Extend support to EM in qualifying the opportunities and helping him to build solutions, presentations and make proposals.

- Involve in negotiations and commercials terms and facilitate EM to close the opportunities.

- Regularly update opportunities at Salesforce.com and work with Business Heads to review these opportunities.

- Regularly review the opportunities of EM in SalesForce.com

Ensuring the OEA processes and guidelines are executed correctly.

- Accurately Forecast and present periodic reports to Geo head and Delivery Head for review.

- Build relationship with Key Decision Makers as well as Key Influencers. Helping EM to map the accounts and build relationships at all levels.

Customer Satisfaction - Maintaining the highest degree of customer satisfaction by effective relationship and escalating & addressing the business risk.

Customer Retention - Ensure delivery and demonstrate the value proposition by leveraging industry best practices and thereby retain the account over competition.

Implementation - Keeping track on implementation / delivery/project. Proactively analyze the reports/ information and coordinates with all levels and influence to build consensus on divergent issues.

Collection - Ensure Billing/ Contracting/ Raising of bill/Collection of Payment from the customer as per the agreed terms and timeline.

- Helping EM to resolve issues, if any.

Qualification and Experience -

- MBA and/ or engineering from a premier institute.

- Minimum 8 Years of experience in account management/ direct selling/business development of IT products and solutions.

- 3-4 years of experience in pre sales / implementation / delivery/EM is a must.

- Must have experience of managing EM / BSA/ Delivery team

Skill Set Required -

- Ability to demonstrate and effectively position products and solutions at CXO level.

- 3-4 years of experience in delivery is must.

- Strong customer orientation and ability to establish and maintain effective work relationships at all levels.

- Ability to gather and analyze data and draw logical conclusions.

- Advance level of Interpersonal and problem solving skills is must.

- Good analytical capabilities and excellent time management skills.

- Excellent oral and written communication skills including presentation skills.

- Must be comfortable working with and cross-functional teams.

- Proactively maintain existing relationships and leverage relationships to develop a sales pipeline; develop new opportunities to increase company visibility in the account. Will carry an annual billing target

- Ability to coordinate and prioritize customer requests with the assistance of other managers to ensure the highest level of service possible to the customer.

- Strong customer Focus & Ability to establish and maintain effective work relationships at all levels.

Reports to - Group Head (Delivery) and Regional Sales Head

Contact - megha.jain@empowerits.com