wuzzuf.com
Job Description :
Responsible for customer communications and conflict resolution.Jointly define success with customers by understanding the business problems customers are trying to solve in order to best manage the adoption of the software and exceed customer expectations.Create and execute Customer Success Plans that set the vision for strategic adoption and usage to align with the business needs and goals of the customerMonitor Customer Success through metrics and other measurements.Develop an understanding of SAS products and services available to help customers adopt and leverage the software to meet their goals and business needsDiscover opportunities for additional software, services, education and references and direct leads accordingly.Introduce new versions of software to existing customers.Directs internal Institute resources, including pre-sales and post-sales services, contracts, etc. in order to reach objectives.Assumes consultative role in dealing with technical issues and interpreting applications needs; prepares customer profiles based on needs analysis of hardware, software, applications, and user levels.Conducts extensive follow-up with customers to track satisfaction levels and uncover additional sales opportunities.Prepares and delivers presentations to customers at the highest level of management.Effectively manages business expenses.Ensure ….% complaints closure within TAT without compromising on customer satisfaction. Understand customers issues and concerns.Assist the customer with resolution Coordination with internal teams liaise with sales, operations for data / details requirement needed for resolving the customer issues.Participates in the change management and assimilation process. Observes and describes the impact of business change on the work practices of affected user group(s).Process improvements Jointly with other stake holders – Identifying areas for improvement in resolving the CRM within TAT.Supports events or other marketing opportunities to connect with target businesses.Identifies potential new business opportunities and directs them to appropriate teams.Focuses on continuous improvement, value creation and best practice advice.
Job Requirements :
Road experience in a customer facing, service-oriented role within an ICT environment.Experience of working in a global matrix organization with geographically distributed teams is an advantageCan confidently interact with customers and partners at all levels, identify sales opportunities and influence customer buying decisions. Shows awareness of the value of developing contacts as a way of identifying potential business leadsUnderstanding and capability to deal with a business situation (risks and opportunities) in a manner that is likely to lead to a good outcome.Experience of acting as the Single Point of Contact and escalation management point for external contacts.Experience of working with support management systems such as ITSM, ServiceNowAbility to work with data and reporting tools to obtain, understand and use insights to satisfy operational, commercial or improvement needs.Compliance and IT Security awareness and understanding of Security protocolsExperience in Continuous business improvement and value creation for the customer.Self-driven and target orientatedBachelor’s or Master’s degree required. ITIL Foundation an advantage.Excellent written, verbal, and interpersonal communications skills.Ability to work effectively in a team environmentAbility to travel occasionally when needed.Ability to work in a fast paced, high-volume sales environmentKnowledge of SAS products, solutions and services preferred.Technical background is an asset.Very good Sales experience.