Key Accountabilities:
• Knows commercial agreement inside out and fully understands DSC’s and customer’s duties & rights.
• Diligently coordinates DSC internal commercial process related to his/her accounts, ( e.g., O2D, Renewals, BCA process). Ensures timely and accurate data entry into systems and tools required for above processes
• Ensures customer is billed accurately, completely, and on time for the consumed services; follows up with customer for outstanding payments
Towards Customer
• Do data analysis for commercial negotiations (e.g., rate increase) based on internally aligned positions
• Balances needs of the customer with needs of our operations by facilitating mutual solutions.
• Ensure internal O2D process in managing accounts (Salesforce, BCA, CAP)
• Follow up the results of CXM survey and agrees mutual action plans that address their feedback.
• Knows commercial agreement inside out and fully understands DSC’s and customer’s duties & rights.
• Ensures customer is billed accurately, completely, and on time for the consumed services; follows up with customer for outstanding payments.
Equally towards Customer & DSC
• Balances needs of the customer with needs of our operations by facilitating mutual solutions.
• Investigates validity of customer claims and manages internal approval and customer communication process
Towards DSC (P&L Owner, Operations, Finance, etc.)
• Works closely with the Operations leader for her/ his account and trusts them to deliver the KPIs. But tracks operational performance to jump in when customer satisfaction is at risk; and escalates decisively if and when required
• Participates in regular internal Performance Management Reviews
• Owns any New and Renewal opportunities with this account and coordinates the required pursuit team (e.g., Solution Design, ITCS, HR, Finance)
• Diligently coordinates DSC internal commercial process related to his/her accounts, e.g., O2D, Renewals, BCA process, etc. Ensures timely and accurate data entry into systems and tools required for above processes
• Ensures SOPs are fit to deliver on customer requirements and kept up to date
• Coordinates regular interaction between DSC internal parties (e.g., Ops, IT, OE) to drive Continuous Improvement, based on own initiative or CXM feedback
People - Management
• Is the 'glue' between customer, operations and the wider DSC business.
• Needs to be able to communicate and build rapport with diverse group of people - operations leaders and operatives / senior customers / DSC P&L owners
• Is a role model for the principles of Customer Centricity:
o Putting ourselves into the customer’s shoes
o Actively listening, understanding, then acting
o Delivering excellence & continuously challenging the status quo
o Doing what we said we would be doing
o Going the extra mile
o Being simple to do business with