Enterprise IT Global Client Account Manager - CGC

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    "location": {
      "city": "Clark Freeport Zone",
      "state": "Pampanga, Philippines"
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    "departmentLabel": "Client Account Management Team",
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    "location": {
      "city": "Clark Freeport Zone",
      "state": "Pampanga, Philippines",
      "postalCode": "2009",
      "addressCountry": "Philippines"
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    "datePosted": "2023-07-02",
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    "description": "<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\"><span style=\"font-weight: bold;\">Position:</span> Global Client Account Manager</span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\"><span style=\"font-weight: bold;\">Location:</span> Clark Global City – Pampanga Philippines</span></p>\n<p><br></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif; font-weight: bold;\">Professional Requirement: </span></p>\n<ul>\n<li><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">Bachelor's degree in a relevant field, such as Business Administration, Marketing, or a related discipline. Advanced degrees or certifications in business or account management may be advantageous.</span></li>\n<li><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">Proven experience in client account management, preferably on a global scale or with multinational clients.</span></li>\n<li><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">Strong knowledge of account management principles, practices, and strategies.</span></li>\n<li><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">Familiarity with the industry or sector in which the organization operates.</span></li>\n<li><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">Excellent communication and relationship-building skills to effectively engage with clients at a global level.</span></li>\n<li><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">Ability to understand client needs, develop account plans, and identify opportunities for growth and expansion.</span></li>\n<li><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">Proficiency in conducting client presentations, negotiations, and contract renewals.</span></li>\n<li><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">Strong analytical and problem-solving skills to assess client performance, address challenges, and identify solutions.</span></li>\n<li><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">Ability to collaborate with internal teams, such as sales, marketing, and customer support, to ensure client satisfaction and deliver value.</span></li>\n<li><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">Familiarity with CRM software and tools for managing client interactions, tracking account performance, and forecasting.</span></li>\n<li><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">Understanding of financial principles, including budgeting, revenue forecasting, and profitability analysis.</span></li>\n<li><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">Ability to travel internationally as required to meet with global clients and support business initiatives.</span></li>\n<li><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">Strong organizational and time management skills to handle multiple client accounts and meet deadlines.</span></li>\n<li><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">Proficiency in using Microsoft Office Suite, particularly Excel for data analysis and reporting.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif; font-weight: bold;\">Key Deliverables:</span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif; font-weight: bold;\"> </span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\"><span style=\"font-weight: bold;\">1.      Incident Management</span> – The TRT CAM is to be in verbal contact with the client’s focal point and TRT client BDM and Executives on every P1 case and when the TRT misses the SLA. This is to make verbal contact with the primary client contacts within:                                                                                                                                  </span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">a.      2 hours of the logging of a P1 Case </span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">b.      4 Hours of a missed SLA (irrespective of Priority level) </span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">c.       2 Hours of an incomplete case (irrespective of Priority level)</span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\"> </span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">      This coverage is 24 / 7 and involves the CAM to be available outside of normal business hours as required. </span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\"> </span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">The CAM is to provide information on the status of the cases, plan for resolution along with the business and operational risks that the client is facing on that case.</span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\"> </span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">2.      <span style=\"font-weight: bold;\">Problem Management</span> – The TRT CAM is required to identify and propose resolutions to the TRT executive and TRT client of reoccurring cases with common geographic location or technologies (devices). This is to be accomplished within the framework of the service delivery reviews.</span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\"> </span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">3.      <span style=\"font-weight: bold;\">Service Reviews</span> – On a pre-agreed basis, the CAM is required to present to each of the clients which they are responsible for TRT service delivery over that period. This will be to elicit the ongoing level of confidence that the client has in the services which TRT is providing</span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\"> </span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">CAM is required to provide the Service delivery report. The latest version of the document for that reporting period must be finalized no less than 3 business days before the review meeting. In addition, the CAM is to provide the Service Delivery review report from the meeting to the client and other TRT stakeholders within 2 calendar days of the service review meeting.</span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\"> </span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">Service Reviews are to be conducted on the following frequency</span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\"> </span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif; font-weight: bold;\">Annual Subscription Billing Frequency of Service Review</span></p>\n<ul>\n<li><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">&lt; $15,000 USD Annually </span></li>\n<li><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">$15,000 - $50,000 Six Monthly </span></li>\n<li><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">$50,000 - $200,000 Quarterly</span></li>\n<li><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">Above $200,000 Monthly </span></li>\n<li><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">Managed Services / IaaS Quarterly </span></li>\n</ul>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif; font-weight: bold;\"> </span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\"><span style=\"font-weight: bold;\">4.      Growth of Client’s IT Spend with TRT</span> - The CAM is responsible for the management of the following existing client revenue streams:</span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">a.      <span style=\"font-weight: bold;\">ECEB (Existing Client Existing Business)</span> - Manage the forecasting, quoting and securing the renewal of existing annuity contracts with existing clients.</span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\"> </span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">60 days prior to the expiry of every existing maintenance, disaster recovery, IaaS or managed services agreement, the CAM is required to send an authorised quotation for the renewal of the expiring contract. </span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">b.      <span style=\"font-weight: bold;\">ECNB - (Existing Clients New Business)</span> – Identify, quote, forecast and secure new client business which are additions and changes to the current contracts.</span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\"> </span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">The CAM will be the primary focal point for ECNB opportunities between $5K - $20K USD. While ECNBs over $20K USD can be worked on by the CAM together with the assigned TRT BDM.</span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\"> </span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\"><span style=\"font-weight: bold;\">5.      Finance and Administration Focal Point</span> – be the focal point for the client in the “Order to Cash process”. Working with the TRT Finance Department to ensure the collection of billing within agreed periods via accurate billing and providing timely information or advising the finance department to follow up on collections. </span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\"> </span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\"><span style=\"font-weight: bold;\">6.    </span>  <span style=\"font-weight: bold;\">Configuration Management Database (CMDB)</span> - The CAM is responsible for ensuring the accuracy of the client’s asset list and related details in the TRT TRACSS System. The CAM also needs to ensure that this is achieved in a timely fashion, generally within the allotted transition period of a contract. Actual updating of CMDB is to be performed by the Business Development Associates (BDAs).</span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\"> </span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\"><span style=\"font-weight: bold;\">7.     </span> <span style=\"font-weight: bold;\">Focal Point of Knowledge Base for each client engagement</span></span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">a.      Documentation of TRT’s customers engagements </span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">                   i.       Deployment Projects</span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">                   ii.      Maintenance and support contracts</span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">                   iii.     Managed Services Projects</span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">b.      Provision of performance reports &amp; statistics to TRT’s management and Executive Board. </span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">c.       Updating of CMDB, BOSS, &amp; Wiki documentation</span></p>\n<p><span style=\"font-size: 13px; font-family: Lato, sans-serif;\">d.      Development of policies and procedures, controlling and measuring TRT’s customer service delivery.</span></p>",
    "compensation": "PHP 150,000 - 200,000",
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    "minimumExperience": "Experienced",
    "jobOpeningShareUrl": "https://trtglobalsolutions.bamboohr.com/careers/152",
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