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Associate Program Manager

Associate Program Manager

eClerx

13 - 23 years

15 - 25 Lacs

Baliapur

Posted:21 hours ago| Platform:

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Skills Required

Program Management customer relationships Business Development Customer Operations Customer Development business relationship

Work Mode

Work from Office

Job Type

Full Time

Job Description

About this job
The Customer Operations "Account Manager will join fellow India based and US based account managers in overseeing the success of one of eClerx largest clients, a Fortune 100 company with global presence in Cable, Media and Entertainment.

This role will partner closely with cross functional teams within eClerx including operations, training, quality and business intelligence.

Maintain existing business relationship with assigned clients by staying closely connected to operations teams, monitoring progress of ongoing projects, and helping to address and resolve promptly, accurately, effectively, and to the client satisfaction, any issues or problems that may arise.

Business Development - Manage existing revenue portfolio and grow the service portfolio with the client. Be a strategic partner to assigned clients by demonstrating a significant understanding of its specific challenges and opportunities.

Customer Development - Develop strong consultative customer relationships with internal and external stakeholders. Work in tandem with other Account Managers, Operations, Training and Quality to ensure high customer satisfaction.

Collaborates closely with a matrixed cross-functional team including agent level to secure alignment, identify improvement opportunities and develop innovative solutions and insights to improve customer and team member experience;

Provide insights and perspectives that support client initiatives, drive client business goals and align eClerx services with client needs.

Project Manage new initiatives and provide continual performance feedback, calibrate with clients on quality guidelines and identify training needs.

Present to clients in weekly, monthly and quarterly business review meetings.

Lead client site visits by planning and facilitating agenda that meets client and eClerx goals.

Champion the development and delivery of innovative proposals to capture both organic account growth and new business opportunities.

Perform datamining and utilize findings to identify trends, cause and effect, and project performance.

Perform other duties, as needed, to meet the needs of the business.

Basic Requirements:

Strong understanding of customer experience and call center metrics and how they apply to drive business results.
Ability to identify business and process improvement areas by providing business intelligence and improvement proposals to clients.
Strong understanding of multi-channel communication process for customer engagement.
Comfortable Driving Change and Innovation: Demonstrates a proactive approach to improving efficiency and effectiveness.
Proactive and Collaborative with a proven track record of responsiveness to internal and external stakeholders.
Previous experience with data mining and utilizing data to explain position/recommendations.
Ability to identify business and process improvement areas through analysis of performance against metrics.
The ability to work independently to contribute to a geographically dispersed team.
Excellent verbal and written communication skills, and presentation skills including content development for client-facing presentations.

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eClerx

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Associate Program Manager