Client Services Manager (CSM)

Position: Client Services Manager (CSM)

Department: Technical Services

Location: Clark, Pampanga, Philippines

Reporting To: Technical Services Director

Overview:

The responsibility of the Client Services Manager (CSM) is to effectively and efficiently manage, administer the maintenance and growth of the existing client engagements, intellectual property, reporting and compliance standards. This is by managing teams of Client Account Manager (CAM) and Business Development Associate (BDA) and to be responsible for members in both teams to meet their deliverables who are the front line of these TRT client’s engagements and using a combination of business development, service delivery and governance to achieve these goals for TRT and our clients.

Key Deliverables and Responsibilities:

- Client Services Manager is responsible of the following teams:

• BDA, including the BDA TL

• CAM

- Holding CAM and BDA Teams accountable for their deliverables and expectations for the accounts that have been assigned

- Procedural guidance, facilitating and organizing coaching / training for BDA’s and CAM’s

- To identify areas of deficiency and advise on training plans, etc. to improve performance of both Teams

- To be the next level of escalation above CAM / BDA TL should there be cross-team, cross-department issues / delays that CAM / BDA TL were unable to resolve;

- Handling and addressing customer complaints and issues

- Reporting of CAM performance on a case-to-case basis and at the end of their probationary period

o The performance of BDAs is to be reviewed initially by the BDA TL

§ Subsequent review and discussion to be between the BDA TL and Client Services Manager

- Guiding the new CAM(s) through TRT internal procedures

- Ensuring the BDA TL provides the necessary training to new BDA(s)

- Assistance and suggestions in recruitment process

- Recruiting of the strongest candidates for BDA / CAM roles who is align with TRT company culture

- Communication with the other departments within the organization

- Working with the BDA TL on submitting of updated BDA Team assignments to Executive for approval

- Communication with Executive Management and implementation of the instructions into the team

- Writing new instructions and procedures for BDA / CAM Teams and updating existing ones to make them align with new clients requirements and instructions provided by Executive Management

- To work with Executive Management on implementing new strategies and processes.

- To work with BDA / CAM Teams to ensure that the expectations are set, processes and procedures enforced

- Compliance with TRT policies

- To conduct CAM Weekly Opportunity Review Meetings for all

Ensuring deliverables by CAM and BDA teams in accordance with the following work scope:

1) Client Account Manager (CAM) Team

The Client Services Manager is responsible for the team and everyone in the CAM Team to deliver on these deliverables equally for Global, in country and Resellers of TRT’s offerings in weighted order:

a) ECEB (Existing Client Existing Business) 40% - The timely Renewal of existing contracts with existing clients which maximizes revenue for TRT. This includes upselling additional scope or adding more devices under TRT coverage during the renewal process. This may involve straight contract renewal or going to formal request for proposal (RFP) in a competitive situation. In either case it is the responsible for the TRT Client Services Manager to ensure that the CAM team places TRT’s best foot forward in soliciting a contract renewal.

b) ITSM – (IT Service Management) 20% – Delivery of problem, Incident and change management to both our clients and the other TRT business units predominantly the business development team on a client by client or case by case basis. This means that the CAM Team is responsible for the delivery of incident and problem case updates within agreed SLAs. The production and presentation of TRT Service Delivery reports to our clients is the responsibility of the CAM Team. The Client Services Manager needs to ensure that the CAM’s meet their obligations but deliver this while building trust with client in TRT Service offerings.

c) Installation Moves Adds and Changes (IMAC) < $5000 USD, 15% - during contract periods, clients will change the support type or support coverage on devices as well as request for out of scope services. The CAM Team is required to make these changes within the agreed upon, SLAs, provide updates to clients and to prepare the necessary quotations to be sent to our clients. In addition, the CAM Team will be the IMAC focal point for our clients to successfully makes these IMAC seamless. The Client Services Manager is responsible for ensuring that the CAM Team follows the processes that are put into place for IMAC requests, and to ensure that the process flows smoothly.

d) ECNB – (Existing Client New Business) > $5000 USD, 25% – In addition to the renewal of existing client contracts, the CAM Team is required to put forward additional TRT offerings to for such clients with existing contracts with TRT or to position additional technology stacks within the offerings that the client currently has under contract with TRT. The Client Services Manager needs to work with Business Development Director and Regional Sales Manager(s) to ensure that the CAM Team understands TRT’s entire portfolio of offerings.

Managing TRT client’s relationships are vital to underpinning the growth of the TRT business. Otherwise we as a company vacillate backwards and forwards in revenue growth. The Client Services Manager is the position at TRT which is responsible ensuring that TRT’s CAM team is actively maintaining and incrementally growing that Existing client revenue base.

2) Business Development Associate (BDA) Team

The BDA Team is there to deliver data and governance solutions to various TRT business units’ external stakeholders as suppliers’ clients and regulatory agencies.

a) Data Encoding – the inputting of data recorders from third party information provider into the TRT Client relationship management system.

b) Reporting – Delivery of in-house reports to various TRT departments and Teams e.g. Cash flow statements. Prospecting reports, incident and problem reports / presentations, sales revenue and forecasting reports. The deliverable is being the disinterested governance reporting vehicle, that reports on the performance of the teams and departments against deliverables.

c) Compliance – being the compliance focal point for both client and standards accreditation. Planning, executing and updating both TRT management and TRT executives on the status of these compliance, but particularly when TRT is in a position of risk and vulnerability by not being in compliance with these accreditations.

d) Preparation of QAR’s and ASC tasks assigned to BDA Team.

Governance underpins the critical delivery, sales and finance processes required to meet TRT Goals. The Client Services Manager ensures that this is upheld by the BDA TL and the BDA team. The planning, executing and reviewing of these governance standards is the responsibility of the Client Services Manager.

Additional Information

Career Level

Assistant Manager/Manager

Qualification

Bachelor's/College Degree

Years of Experience

6 years

Job Type

Full-Time

Job Specializations

Services, Customer Service

Company Overview

TRT Global is a global IT Services company with revenue of $30M PA focus on delivering services globally across a wide range of IT Server storage and networking technologies such as IBM, Dell, HP, EMC, Oracle and Cisco.

The company delivers services for critical systems of global organizations as DHL, Alcatel Lucent UBS and BP while working with a range of local companies in from Australia Singapore, Malaysia, Philippines, Thailand, Taiwan, Hong Kong, the Netherlands and the USA.

TRT has a corporate HR Policy offer only the minimum leave allowance as mandated by the government which the employment contract is execute in. This is irrespective of location or position at TRT.

The reason for this that we are recruiting personnel that are focused on the development of their careers by supporting our clients constantly changing requirements. We recruit for employees that view their career as the vehicle that:

• Builds certainty for the individual in a world of constant uncertainty.
• Gives them variety of experience in their lives.
• Create deep professional relationships with clients and other employees.
• Develops them as individuals that they wish to become.
• Gives them the strongest sense of contribution to something greater than themselves.

TRT values these people to such an extent that we are willing to pay above market salaries to reward such an alignment between corporate culture and our employees.
If your leave allowance is important then it is natural that you would have a different alignment to those points listed above.

In conclusion if you currently have job conditions which offer above the statutory minimum in vacation leave and this is of value to you, then it is best to apply for companies other than TRT or stay in your current role.

Job Type: Full-time

Pay: Php100,000.00 - Php300,000.00 per month

Schedule:

• Day shift
• Monday to Friday

Ability to commute/relocate:

• Clark Freeport Zone, Pampanga: Reliably commute or planning to relocate before starting work (Required)