Account Manager / Client Relationship Manager - IT professional Services

Account Manager / Client Relationship Manager
Customer-facing role (Japanese Customers) for IT Managed Services Delivery

The Account Manager / Client Relationship Manager is a key operational role, critical to the success of new and existing IT Managed Services engagements.

The Account Management function is primarily responsible for developing ties with our clients by connecting with key client personnel, as well as being a point of contact for senior onsite staff and team leaders for escalation of opportunities and issues as they may arise.

The Account Manager will liaise with internal EIRE teams including management, sales, HR, recruiting and accounting to ensure the timely and successful delivery of our solutions according to client needs, as well as improving the client experience.

The ideal candidate will be able to identify client requirements and exceed client expectations, as well as building strong, long-lasting client relationships.

Account Management duties:
  • Provide Account Management support to understand client issues, concerns, expectations for onsite service, and work with EIRE management to formulate action plans.
  • Work with clients to identify future projects or resourcing needs, and relay these requirements to relevant personnel within EIRE.
  • Coordinate regular status meetings with clients for ongoing support service updates/ reporting.
  • Coordinate status meetings for reporting on transitions, team changes, new client initiatives etc., on an “as needs” basis.
  • Drive service improvement initiatives including operation improvements and/ or automation for greater operational effectiveness.
  • Meet with onsite staff members or team leaders to understand possible service issues or problems.
  • Meet with onsite staff to explore/ understand potential new business or service expansion opportunities and discuss with internal sales team.
  • Drives service improvement, including building automation and operational effectiveness

  • Languages: Bilingual: Professional-level proficiency in verbal and written communications using both Japanese and English.
  • Demonstrated knowledge of managed service industry - consistent track record of achievement in a comparable professional services company or customer facing operations management role, preferably within the IT industry and with an “IT as a Service” focus.
  • Ability to manage multiple service delivery relationships with Japanese corporate customers
  • Planning/administration/time management skills; ability to plan for both the long and short term; ability to work on several issues at once and to prioritize tasks.
  • Knowledge of ITIL an advantage.
  • Relevant university degree qualifications and / or professional project management / service management certifications will be highly regarded.
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