Customer Relationship Management:

1. Build and maintain strong, long-lasting customer relationships.

2. Serve as the lead point of contact for all customer account management matters.

3. Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors.

Customer Service Excellence:

1. Ensure the timely and successful delivery of solutions according to customer needs and objectives.

2. Resolve customer complaints quickly and effectively, and follow up to ensure complete resolution.

3. Develop and implement customer service policies and procedures.

Team Leadership and Development:

1. Lead, coach, and develop the customer service team to ensure high levels of performance.

2. Set clear objectives for the customer service team and monitor their performance.

3. Conduct regular training sessions for team members to enhance their skills and knowledge.

Customer Feedback and Insights:

1. Collect and analyze customer feedback and data to inform business decisions.

2. Conduct regular customer satisfaction surveys and share insights with relevant departments.

3. Identify opportunities for continuous improvement in customer service processes and practices.

Communication and Coordination:

1. Communicate with customers to understand their needs and expectations.

2. Coordinate with internal teams to ensure consistent and high-quality service delivery.

3. Prepare regular reports on customer service metrics and present to senior management.

Strategic Initiatives:

1. Develop and implement customer retention strategies to reduce churn and increase loyalty.

2. Work with the marketing team to design customer loyalty programs and other customer engagement initiatives.

3. Stay updated with industry trends and best practices to maintain a competitive edge in customer service.