Team: Operations

Location: Dublin (Hybrid Working)

Reporting to: Head of Operations

The Business Account Manager will be responsible for the governance, service, and health of critical customer relationships by establishing the right customer engagement structure and framework, owning its implementation with IP Telecom’s customers, and ensuring it remains fit for purpose.

The Business Account Manager will ensure that excellent service, quality, and value for money is delivered through contract and service management, by working with stakeholders across the business at all levels, which in turn supports IP Telecom’s own commercial and operational performance.

The Business Account Manager will also be responsible for identifying effective improvement projects with customers that make a measurable improvement to operational/commercial efficiency, customer experience or growth.

 

The Business Account Manager will:

  • Define, develop, and own key customer relationships and customer account contract strategy within the existing IP Telecom customer base.
  • Implement and manage a strong customer governance framework whilst ensuring the basis of good service management is in place.
  • Managing and implementing the delivery of an internal customer scorecard system and performance improvement across all elements of value (service, delivery, quality, cost, and risk)
  • Accountable for developing successful, sustainable, and profitable long-term relationships with customers, including responsibility for escalation management to the appropriate level
  • Own and manage the IP Telecom customer account management, applying an understanding of the customer’s business strategy.
  • Collaborate with internal IP Telecom teams to proactively seek opportunities to extend current products and upsell to existing clients.
  • Accountable for Customer satisfaction improvements increasing Net Promoter score within the account.
  • Deliver quarterly service reviews with the Board of Mgt within IP Telecom.

 

The Business Account Manager will have a proven track record in the:

  • Management of customer relationships and develop effective governance frameworks.
  • Have experience working with contracts, commercial terms, and key performance indicators (Desirable).
  • It is a requirement they can demonstrate previous experience in building and maintaining stakeholder relationships, both internal and external.
  • Have experience in identifying performance improvement opportunities (commercial and operational) and managing and mitigating business risks
  • Have practical knowledge of Business Operating Models – SLAs, resolution times, proactive fault resolution methodologies
  • Experience in delivering messages (good or bad) clearly, promptly, and honestly.
  • Experience in building strong quality and service improvement plans where applicable.

 

The Business Account Manager will be/possess:

  • Excellent customer/stakeholder engagement and management to work collaboratively with our large customer base
  • Able to operate and influence at senior levels both internally and externally.
  • Strong relationship, contract management and partner management skills.
  • Strong communication skills, with the ability to create clear and articulate strategic goals and direction, aligning the team whilst motivating/ empowering matrix teams to deliver.
  • Strong organisational skills, to manage conflicting demands on time
  • Strong negotiation skills.

How to apply:

Please apply to deb.tierney@iptelecom.ie with a CV.

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