Client Services Manager Job Posting

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Job Title:	Client Services Manager 1
Job ID:	1271
Company:	TechTeam Global, Inc.
Position Type:	Permanent
Pay Rate:	DOQ
Date Posted:	Oct-12-09

This Client Service Manager/Liaison is responsible for the business development and delivery of services for an assigned client. The successful candidate will be a responsible for client development (account sales growth) and performance management capacity. The candidate will determine client needs, solicit new business with existing clients, and investigate and ensure proper responses to customer complaints, inquiries, and coordination of service. The Client Service Manager will promote process and business goals to ensure financial and performance objectives are met

POSITION ACCOUNTABILITIES AND SPECIFIC DUTIES

•Transforms client direction into a strategy to create and deliver services and solutions based on established global internal corporate strategies as well as capable to execute a customized services plan.
•Contributes significantly to the customer through experiences, thoughts and findings.
•Leads the client service team's accountability for the continuing development of customer programs through his or her field knowledge and interactions with the customers
•Accountable for client satisfaction and business growth including renewals of current contracts
•Demonstrates capacity to close business with existing and prospective clients - including providing regular communication / support / education and participation with Client Service Managers to drive sales efforts
•Accountable to mentor and lead the delivery team
•Accountable for Profit and Loss, budgeting and forecasting for assigned contracts
•Some travel is required

SUCCESS CRITERIA

• Excellent communication skills
• Maintains, renews and grows the business with the customer
• Exceeds the customer's expectations in terms of quality, SLA achievements, client satisfaction and innovation
• Represents TechTeam publicly as a recognized authority of a discipline or broad practice area.
• Establishes and maintains working relationships with various internal entities to create a comprehensive, well designed, sustainable set of key deliverables (including targeted research, personal coaching sessions, scripted analyst sessions, involvement with appropriate events, etc.)
• Key Metrics: Revenue and Margin growth, Client Satisfaction, SLA achievement, Employee Satisfaction.

Requirements:
• Bachelors degree (or 4-year equivalent) preferred; ideally with a minimum of 5 years experience working in a management IT role or some combination of 5-10 years work in an IT sales, operations and/or consultancy role for an IT supplier or global IT group
• In-depth understanding of the IT industry dynamics
• In depth understanding of the business value of IT and the alignment of Business and IT strategies
• Critical thinking and problem solving to assess client situation and provide actionable outcome based business/technical advice and access to appropriate TechTeam services to support achievement of business results
• High tolerance / evolved ability to lead and manage ambiguous situations
• Excellent relationship skills
• Superior verbal, written, facilitation and presentation skills
• Collaboration and team leadership abilities
• Demonstrable sales and/or business development experience
• Effective time and project management skills
• Selected candidate will be required to become ITIL certified

Location:	US-MI-Southfield
Telecommute:	No (Onsite Position)
Contact Name:	Melissa Johnson
Contact Phone:
Contact Email:	mjohnson@techteam.com
URL:	http://www.techteam.com

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