上海招聘

TITLE: Account Support Manager-ATM industry
LOCATION: Guangzhou/Beijing/Shanghai
Salary: 15K/M



POSTION SUMMARY & KEY AREAS OF RESPONSIBILITY

The primary role of Account Support 3, (AS 3) is to act as the principal Customer Services representative, ensuring the highest level of service quality to major Head Quarter accounts within the Retail and Financial Business units, as well as Services strategic accounts. In this role, the AS owns the key service relationship with the Head Quarter customers, and is responsible for ensuring that CS services are cross-sold and customer satisfaction is maintained. This position requires a high degree of skill in relationship management, analysis, and leadership to get issues resolved for the customer. The AS will ensure that the customer receives a high level of customer delight with all CS services and works to maximize CS revenue and profitability within assigned accounts.

The AS 3 job function focuses on 4 key areas:
1) Service delivery and assumption fidelity
2) Customer relationship management
3) CS operational issues
4) Account information integrity


The AS 3, reporting to the appropriate Area Service Account Director, is assigned named accounts and submits periodic status reports to his manager. The AS escalates high-level service quality issues, when necessary, to the highest levels of CS management.

The AS schedules and conducts regular meetings with customers to review service quality, plan and ensure new service assumption quality, review CS policies and procedures, discuss customer-specific service issues, seek to uncover new CS service opportunities, and ensure the integrity of all account information. The AS continually seeks to build and enhance enduring relationships with key customer interfaces while working to achieve a thorough understanding of their current and future service requirements. The AS promotes customer confidence in company and CS that will lead to long-term business agreements

The AS assists compan salespeople with account information gathering for the services portion of any sales motions maintenance proposals. As part of optimizing the revenue stream from accounts, the AS takes active measures to identify additional customer services opportunities and engages customer sales resources (such as Services Sales Consultants or Solution Sales Specialists) to work on proposals for this additional business.

It is the responsibility of the AS to advise and coordinate with many implementation roles such as Project Managers, Service Operations Support and Implementation Managers/Coordinators as customer implements its solutions and to escalate implementation issues that impact customer satisfaction. The AS coordinates CS internal projects for the customer such as Preventive Maintenance upgrades or Field Retrofit Orders.

The AS advises the support operations organization and is responsible for lifecycle management issues such as the identification and documentation of all account-specific service call handling procedures, escalation procedures, spare parts requirements, security procedures and any other special policies and procedures necessary to perform the services function.

The AS must work with their assigned Customer Advocate to ensure that their account information integrity is maintained. The AS must also analyze and present standard monthly service reports to the customer, provide Critical Care Call escalations and implement action plans, and monitor parts plans.

The AS will be called upon to perform a root cause analysis of lifecycle support problems so that service calls can be reduced, customers' systems availability can be optimized, and CS profitability can be maximized in assigned accounts.

Accounts Receivable Management
1. Monitoring and managing accounts receivable to ensure that it remains below 60 days.
2. Work with the customers and collectors to ensure that follow-ups are performed.
3. Work with the customer to resolve any disputed invoices and to expedite payment.


BASIC QUALIFICATIONS

Education
? Degree in Business Administration or Computer Science or relevant major.
? Demonstrated proficiencies in Microsoft Office Suite software


PREFERRED QUALIFICATIONS

Experience
? 5 years minimum experience in a customer support or support planning role. ATM industry is highly preferred.
? 1-year minimum experience in customer facing role in headquarter accounts preferred.
? 1-year minimum experience with the service contract negotiating process preferred
? Fluent in Oral English

公司属于一家服务型公司。