AddressAccount Delivery Head- Trust & Safety
- We are looking for an experienced individual responsible for engaging with key customers by building and preserving trusting relationships. Role needs constantly identify opportunities to grow the customer base and build positive relationships with new clients. You should also be strategic and analytical when finding solutions to problems to ensure maximum client satisfaction.
- Job role requires excellent communication skills and maintain the core values of the organization. You will conduct quality assurance surveys to determine customer satisfaction and use the findings to improve on areas of complaint. Ultimately, role needs to work closely with sales and accounts managers to ensure that all staff preserves relationships with clients.
- Building and maintaining profitable relationships with key customers.
- Overseeing the relationship with customers handled by your team.
- Resolving customer complaints quickly and efficiently.
- Keeping customers updated on the latest products/offerings in order to increase sales.
- Meeting with managers in the organization to plan strategically.
- Expanding the customer base by upselling and cross-selling.
- Understanding key customer individual needs and addressing these.
- Knowing your competition and strategizing accordingly.
- Develops and nurtures senior mgmt. or executive- level relationships with the customer.
- Owns customer operational relationship: develops & nurtures to excellent customer satisfaction.
- Understands customer at local, country, region & WW level to analyse delivery requirements & contribute to customer strategic business plan.
- Develops strategies and processes with the customer in areas such as performance metrics and measure, escalation change management and communication.
- Principle contact for operational & tactical issues representing delivery of all services (all functions) to the customer: manages customer expectations by developing performance metrics & reporting, escalation management & communication plan.
- Ability to effectively and proactively manage risk for high to very high risk projects.
- Contributes to strategic account plan.
- Develops solutions and participates in presales & change order negotiations representing & approving delivery capability & cost solution.
- Identifies incremental revenue opportunities and supports pursuit activities.
- Assures compliance with the company and customer's HR, PR, legal, financial, ethics and government related policies, strategies, and processes.
- Contributes to organization strategic business plan to drive the company's goals and initiatives.
- Identifies cross business unit optimization opportunities and drives improvement effort.
- Develops and drives knowledge management strategies to drive organizational maturity.
CANDIDATE SPECIFICATION"
- Minimum XX years of overall Experience
- Should have over 18 years experience in managerial role. Should have at least 8+ years experience in the T&S and Content Moderation domain
- Should have experience in vendor/ relationship management
