Customer Relationship Manager

COMPANY INTRODUCTION:

We are a company with long and rich history and thanks to constant development we managed to remain on the top in the field of new technologies. We are world’s leading independent IT solutions company, providing services to the most prestige clients. We have been on the market for more than 60 years, nowadays operating in more than 70 countries worldwide including modern brand new offices in the centre of Prague. The European branch of the global Shared Services in Prague with more than 450 employees was established 5 years ago with the objective of supporting European markets and functions worldwide. Constantly growing, we offer career opportunities and professional development for people who want to be part of the changes and who want to grow with the company.

POSITION SUMMARY:

The Customer Relationship Manager is a critical role within our Shared Services Organization in Europe. This role includes close cooperation with all the Finance and HR Leads and teams. The main focus is to create lifetime customers. The Customer Relationship Manager is responsible for retention campaigns, from conceptualization through analysis, including idea generation, proposal preparation, overseeing the production and execution.

Key responsibilities:

• Developing & implementing process changes, including training documentation and presentation to teams and other organizations
• Overlooking SLAs, OLAs and individual service performance
• Monthly presentation of SLA & OLA scorecards to regional controllership teams
• Monthly reporting & review of KPI`s and costs for all teams
• Implementation of Shared Services Governance structure including communication & escalation of process
• Issue management and Root Cause Analyses process
• Close service delivery monitoring and identification of first warning signal
• Act as first point of contact for major escalations & issues
• Identifying additional requirements or necessary changes within Europe teams and 
monitoring & evaluating client`s requirements and needs
• Regular update of Statement of Work documents
• Implementation & ownership of websites to ensure full visibility of scope of work, 
branding to all internal clients
• Active participation and supporting role for process transitions to CSS Europe teams
• Active collaboration with SOX testing for all processes and assuring quality and internal 
control of services with minimal deficiencies noted
• Reporting & Analysis as per management request

POSITION REQUIREMENTS:

• Previous experience working as a Client Relationship Manager or a track of managing client relationships with 2 years’ experience
• MS Office skills, specially Excel
• Systems knowledge of SAP R3 FI/CO, BW, SRM
• Strong English language skills, any additional language is a plus
• Exceptional Customer Service Skills and client-focus attitude, able to build rapport with customers
• Hardworking with a strong sense of ethic
• Strong attention to detail
• Used to operate in an environment where clear communication, accuracy, timeless and 
compliance are key
• Self-started with drive an enthusiasm

THE OFFER: 

• Attractive corporate benefit package (including meal vouchers, 5 weeks of holidays, flexible working hours and home office)
• Permanent contract
• Modern offices in Prague center
• Constant personal development and trainings possibilities
• Daily use of foreign languages
• Free refreshments in the workplace
• Opportunity to be part of projects
• Positive, international and relaxed working environment
• Social events and team building activities