Manager, Customer Management Team – Philippines

6 Mar

Job Code: 64661

The Client is an E-Commerce company located in Makati City, Philippines.

Qualifications: Ability to perform account planning and forecasting / Knowledge of customers (industry and current events) / Knowledge of EDI and B2B / Ability to identify and react to customer concerns / Ability to build and maintain relationships / Ability to prioritize and execute tasks in high pressure environments / Ability to work independently and meet deadlines / Must have strong organizational skills / Ability to increase renewal rate and avoid client cancellations / Must be willing to work EMEA (European) work hours – mid shift Manila time / Bachelor’s degree or equivalent experience / 5 – 8 years of customer management experience / Excellent communication skills, both written and verbal / Proficient with Microsoft Office suite / Solid Team/People management experience / Experience in customer management  practices and principals / Experience supporting sales accounts within of EDI and B2B industry.

Job Description: Drive the team in order : To maintain post sales contact with up to 800 accounts on a regular basis; (Proactive Customer Management – ensures customer satisfaction, probes for new opportunities, ensures contacts are up to date and share information about new services); (Reactive Customer Management – ensures cancellations, credit requests and customer issues are handled in a timely fashion); Negotiate client contracts and renewals and reviewing client agreements on a regular basis for a defined list of customers ; Escalate issues to appropriate department and maintain ownership until issues are resolved; Sell additional services into base accounts according to an aggressive target set for new business; Identify, lead and pass larger scale opportunities to the field sales representative; Track customer information regarding volumes, status changes and services, etc.; When needed, Partner with field sales, delivery and customer support to delivery while maintaining a consistent front to the client; Forecast account revenues and new opportunities for the whole team with accuracy and in a timely manner; Keeps abreast of GXS offerings and relating the services to the customer’s needs; Maintain ongoing follow through and follow-up to customers “Go-To” person; Ability to drive business consistently.

Please send your Word-formatted CV/resume to Kindly specify JOB CODE: 64661. Your intent to apply and any documents we receive from you will be kept in the strictest confidence and will never be shared or sent to anyone except our clients which we have a contract and obligation to provide recruitment services, including sending documents pertaining to credentials and qualification. If you do not agree to this condition, we cannot process your intent to apply.


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