Senior Associate – Customer Relation Senior Associate

Alpha Plus Technologies is seeking an ambitious Senior Associate – Account Management & Liaison to become a key member of our business team.

WHAT YOU WILL DO

• Develop long-term and trusted relationships with key stakeholders at multiple levels among clients
• Cultivate a deep sense of confidence and engagement with strategic clients (including Regulatory Authorities)
• Schedule regular meetings with clients/key accounts to ensure they are satisfied with the offered product and services and made aware of new engagement opportunities
• Create quarterly plans to prioritize client engagement and awareness initiatives with key accounts and other clients
• Engage in seeking client feedback to gauge the customer satisfaction levels
• Drive forward the company’s customer satisfaction objective by encouraging/empowering superior customer service and taking initiatives to deepen and strengthen customer happiness quotient
• Act as a point of contact for complaints and aid quick redressal of challenging situations
• Help business team up-sell or cross-sell services and products
• Manage retention and further scaling of AMC Business for all products in line with the targets defined from time to time.
• Prepare and submit quotes to clients, handle negotiations and finalize AMC Subscriptions while ensuring closure of agreements
• Gain in-depth functional knowledge of the company’s flagship solution to impart trainings and conduct awareness programs for clients
• Collaborate with internal teams (e.g. Business Team, Client Support Team, Banking Team, Finance Team, Senior Management) to address customers’ needs
• Periodically review the client segmentation undertaken for the APT Clientele in conjunction with Department Head and develop a strong understanding of client needs and dynamics
• Generate innovative ideas to support customers, boost brand awareness and achieve retention goals
• Supervise and support Account Management Associates in the following areas,
  a. Prioritize multiple responsibilities, balancing client deliverables as well as internal obligations
  b. Proactively identify client risks and opportunities and help the team members to manage & respond effectively
  c. Close supervision on accurate entry of all Client Records in automated system
  d. Oversee commercial negotiations
  Roles & Responsibilities – Alliances & Liaison
• Identify, develop, secure and maintain alliances via external partner relations in relevant product / service areas
• Be aware of partner’s propositions, challenges & opportunities and develop strategic plans in line with market needs to secure new business opportunities
• Build multi-level relationships with external partners and ensure constant engagement

WHAT YOU SHOULD HAVE

• Graduates / Professional Degree-holders / Post Graduates desirous of a career in Client Relationship Management & Alliances
• Proven work experience of 2+ years as a Key Account Manager/ Client Relationship Executive or relevant role
• Proven ability to prioritize multiple responsibilities, juggle multiple account management projects, balancing client deliverables on multiple projects as well as internal obligations while maintaining sharp attention to detail
• Pleasing personality and excellent verbal and written communication skills are pre-requisite
• Problem-solving aptitude
• Ability to work well with a team
• Proficient in MS Office
• Excellent listening, negotiation and presentation abilities
• Interest and enthusiasm to extensively travel across the country (by any means) and a customer-oriented attitude
• Passion about business and dissatisfaction with status quo – always thinking of ways to improve/grow assigned clients

ADDED ADVANTAGE QUALIFICATION / SKILL-SETS 

• Prior experience of at least 2 years in dealing with BFSI sector clients for IT Software Services / Solutions
• Prior experience of engaging with Mid-profile as well as High-profile clients / institutions
• Solid experience with CRM Software
• Basic understanding of some facets of Banking / Financial sectors
• Prior experience in on-boarding Alliance Partners in Business areas