Assistant Manager, Key Account Management & Operations (SPL Account)

- Work with Operation to prepare all cost model & commercial requirement for new business
- 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. 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 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
- 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
- Ensures SOPs are fit to deliver on customer requirements and kept up to date
- Coordinates regular interaction between DSC internal parties to drive Continuous Improvement, based on own initiative or CXM feedback