上海招聘

The Role:
Customer-first companies like SHL puts their clients at the heart of their strategy, services and operational plans. Service Manager (SM) plays an integral part in SHL’s account management structure to ensure world-class customer experience in the entire Client Lifecycle - from onboarding till renewal. Working closely with the sales team, SM seeks to maximize commercial outcomes thru better client retention and account-level penetration.

Key Responsibilities:
Service Management:

• Partner with sales team to understand their account and service plan and assist in execution
• Monitor client’s site and usage level for account manager and decide on next actions
• Schedule key client meetings/calls including kick-off, analysis sharing, mid-term value review and renewal meeting
• Provide assessment program insights: reporting etc. to demonstrate value
• Handle inbound requests from all levels of users on a daily basis, ensuring all client issues are captured, catalogued, and addressed manage activities in SFDC
• Conduct an industry/company research and news that might affect the client/business priorities
• Set-up and follow up with trial account set up
• Timely completion of SFDC log and report generation

Career Development:

• Career Progression – Join our fast-growing Asia business will allow you to progress aggressively in your career.
• Word class training and on-going learning opportunity
• Early career in building a profession in account management and/or solution sales

Required Skills and Experience:

• Tertiary qualifications in Business, Marketing, Communications, Operations etc.
• 0-3 year of experience in a client-facing role

Successful candidates will possess:

• Excellent relationship-building skills
• Excellent written and oral communication skills
• Excellent organization, multitasking, and prioritization skills
• Become an expert user of SHL products and platforms
• Ability to present professionally and intelligently; Demonstrated poise and grace under pressure
• Ability to work across a wide variety of internal and external stakeholders
• Ability to diagnose clients’ needs and proactively offer solutions
• Demonstrated initiative and resourcefulness
• Willingness to work outside the strict job description parameters, thinking creatively about how to provide the highest level of customer service

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