CUSTOMER SERVICE EXECUTIVE

Role Summary

What is the purpose of this role? Why does it exist?

This role is accountable for customer relationship management and mining of named key customer accounts

Experience & Skills

Experience in working across levels in the Customer Organization

Experience in the IT Products Industry preferable

FUNCTIONAL EXPERIENCE

Keen understanding of customer needs and a track record of consultative selling and solutioning

Hands-on in negotiating pricing agreements

Proven ability to grow accounts significantly

Skilled in multi-level customer engagement

Techno-commercial knowledge

LEADERSHIP SKILLS

Experience in working and aligning with Solutions Architects and Delivery Managers

Ability to create an impact in the Customer s Organization

PERSONAL SKILLS

Results driven

Strong relationship skills an extrovert

Self driven - dont wait for others to push

Continuous learner - hungry to learn and experiment

Solution focussed - hunts for problems and focuses on solving them in timely and effective manner; ability to anticipate and re-align

Trustworthy - someone to lean & count on

Committed - figures out how to get something done

Logical & Street Smart with critical thinking skills;

Flexible - ready for adjustment for success of assignments

Empathetic - good listener and being able to put oneself into others shoes

Engineer (BTech) & MBA

ORGANISATIONAL STRUCTURE

Reporting to Sales Head

Key Accountabilities

What are the most important deliverables and outputs/outcomes the role is primarily responsible for?

Revenue

Growth of strategic business in each named account

CSAT for each account

Growth of share of wallet in each account

Creative proposals and pricing models for complex customer situations

Support Marketing efforts positioning the Company as a dominant player in the respective target market

Requirements

Roles and Responsibilities
Major R&R of this role are:

• Growth of Revenue and Profitability numbers for the key accounts
  

• Development and implementation of growth strategies for each account
  

• Tracking of competition in the Key accounts and remain ahead
  

• Pre-emption and resolution of issues, working with the customer and the Delivery teams to manage escalations
  

• Building of a reputation of easiest to work with with each Key Account
  

• Application of market research and market analysis to improve customer experiences
  

• Development of pipeline strategies and flow models to ensure targeted order inflows are achieved and balanced into Projects
  

• Ideation / design / co-creation of innovative solutions for Key Client.
  

• Go-to person both internally and in the Key Client s organization for customer information, competitor information and market information
  

• Moving of the relationship from vendor / supplier to trusted partner / partner of choice
  

• Voice of customer with in Lumiq
  

• Responsibility for RFI & RFP to customer
  

• Internal / External Interactions
  

• Who is the natural work team internally? Who in the external world does the role-holder have to influence?
  

• Internal - Business Leaders, Tech Leads
  

• External - Customer teams, CXOs
  

• Time Horizon & Impact to Organisation
  

• What impact can the role make? What is the legacy he/she wants to leave behind? Over what timeframe can performance be judged?
  

• Contribute to company growth
  

• Should establish the Company as a partner of choice in the Customer s organization in 12 months
  

• Customer account growth
  

• New initiatives driven for the customer account
  

Benefits

• Group Medical polices - INR 5,00,000 with Private room.
  
• Equal Employment Opportunity
  
• Maternity Leave
  
• Skill Development
  
• 100% Sponsorship for certification
  
• Work Life balance
  
• Flexible work hours
  
• Zero Leave tracking