Customer Service Manager - Spanish Speaking - Global Accounts

Gi Group
£50000 per annum + benefits
30 Sep 2016
27 Oct 2016
Customer Service Manager - Spanish Speaking - Global Accounts - 9-month Fixed Term Contract - Earn up to £50k pro rata 25 days Annual Leave Bank Holidays Pension Job Description Summary We are looking for a Customer Service Manager - Spanish Speaking - Global Accounts with a technical background to work in Slough for 9 months on a fixed term contract, to manage the installation of servers in a number of key accounts The Customer Service Manager, Global Accounts position is pivotal in the delivery of services to a portfolio of clients. The CSM GAM drives collaboration with client and internal cross functional teams to manage client implementations and meet client requirements timely and efficiently. The CSM GAM also owns and manages a very broad range of account and service related client questions, requests, and issues to resolution. The CSM GAM manages the on-going customer service relationship and serves as the primary point of contact through the client lifecycle. The CSM GAM is the client advocate, responsible for the overall satisfaction of clients. The CSM GAM is also instrumental in offering guidance and mentoring to newer, less experienced CSMs. The portfolio of clients for the CSM GAM position is generally strategic in nature, very large in scope/complexity, with a strong global presence. The CSM GAM is expected to work independently and cross functionally on all complex client requests and issues with minimal management guidance needed. Key responsibilities Manage new and existing complex client installations, working cross functionally to deliver services in the agreed upon timeframe and according to client expectations Lead internal collaboration sessions to ensure quality assurance and control during the planning and implementation Own and resolve a wide range of standard and non-standard client requests and account issues Independently propose, develop and lead cross functional solutions to solve highly complex or non-standard client requests with minimal guidance Be responsible for client satisfaction for a portfolio of clients measured via client surveys and other methodology Understand clients' global footprint and contractual agreements Promote and ensure contract adherence Collaborate with existing clients to gather and understand clients' requirements for add-on services Professionally interact with clients, building strong relationships Educate and orient clients in company policies and procedures and client facing support and ordering systems Conduct client meetings and Quarterly Business Reviews Be responsible for preparing customized presentation material as required Provide international project management leadership Collaborate cross functionally with other countries and regions in the planning, reporting and delivery of multi-region deployments Create and present executive summaries at the end of each client project highlighting key contributors, lessons learned and applied and successes Demonstrate proper and prescribed use of company systems, tools and processes (e.g. case management, ticketing system, etc) Be the designated Subject Matter Expert for assigned departmental processes Develop and maintain expertise on company products and services Lead and manage departmental special projects and cross functional initiatives Develop and build strong relationships with Sales, Operations and other cross functional teams Support Sales Team to eliminate their involvement in non-sales activities Demonstrate knowledge of IBXs including tour certifications as appropriate Collaborate with Marketing to identify potential clients for case studies Provide client representation and participation on advisory boards and internal corporate initiatives that may impact clients Provide coverge for Manager when required Mentor, guide and escalate items for CSMs on Manager's behalf Key Qualifications / Skills / Experience: Degree level qualification, preferably in a technical subject, or equivalent experience Extensive experience in a CSM equivalent role Experience in a high pressure, customer facing role Proven track record in building positive relationships with clients Experience in a technical industry, preferably IT, telecommunications or data centers Excellent written and verbal communication skills in Spanish and English are essential Able to interact with all levels of internal and external clients Flexible attitude in accepting unique and non-standard solutions Must be able to travel both domestically and internationally For a confidential discussion on the above role or other similar roles please send your cv / or call 01727 884586. Key words: IT, Degree, Customer Service Management, Relationship Management, Data, Telecommunications, Communication Skills, Spanish Language Skills, Stakeholder Management, Flexible, Travel, IBX, Quarterly Reviews, Contract, Slough, Berkshire Gi Group Pharmaceuticals provides a tailored Account Managed Service and dedicated Pharmaceutical recruitment team and partners with many different Pharmaceutical and Biotechnology clients throughout the globe and the United Kingdom Due to the high volumes of applications we are currently receiving, unfortunately we are only able to contact candidates who are successful in progressing to the next stage. If you have not been contacted within 7 days of your application, then please presume that you have not been successful on this occasion. This job was originally posted as

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