Facilitate key business objectives of Renewal, Escalation, Upgrade and Gross Margin improvement through customer relationship management and stakeholder mapping.
¢ Monthly visits and meetings with school leaders to update on program ¢ Develop and negotiate potential business opportunities with existing customers.
¢ Ensure high team satisfaction and minimal attrition. ¢ Accurate Billing to Receivables through clean handover SLAs and timely collection of payments from customers.
¢ Resource management and planning to meet / satisfy customer needs. ¢ Building and implementation of solutions to address customer escalations and attend service delivery escalations.
¢ Counsel / guide front line operations resources to deliver value through adherence to SLAs including generating reports / feedback.
¢ Hold staff meetings with direct reports to guarantee effective communication. ¢ Handling all severity -1 customer escalations and follow all related issues to closure.
All Severity -2 customer escalations to be resolved with managerial intervention (as required) ¢ Meet the expectations of the schools and staying true to the ES Mantras Timely deliverables ¢ Planning and executing the Health and Skill related assessments across the region.
This includes collecting the data and verifying the data to getting the reports delivered / distributed on time. ¢ Conduct reflection meetings with the PE staff wherever required.
¢ Ensuring the deliverables and reports committed in the ODS / Agreement are delivered. ¢ Knowledge and use of appropriate tools to monitor the program.
¢ Planning for and execution of events to improve customer renewals Sales ¢ Build robust network of schools / market for EduSports services.
¢ Generate Referrals from partner schools. ¢ Identify, build and execute regional marketing plan for new markets / segments and strengthen existing markets / segment.
¢ On board schools / customers in line with company s protocols and standards in terms of deliverables, payment terms and pricing.
¢ Build sustainable & executable solutions for the customers based on their requirements, parameters and constraints. ¢ Align internal team to ensure that deliverables are executed as per service level agreement with the customer.
Skills : - Client Servicing, Account Management, Sales and Delivery Management