Key Account Manager

TPConnects

About the Role

Missions:

• Enhance the relation with our main customer through account management activities with robust deliverables, streamline communication and transparent interactions.
• Implement some project management best practices for our main customer to better collect requirements, onboard or kick off project, track progress on what and when we are delivering.
• Duplicate and transpose successful account management and project management practices for new IRIS customers.

Key Responsibilities:

• Account Management

• Developing and maintaining strong relationships with various customer s stakeholders from ops to C-level.
• Ensuring regular customers touchpoints or interactions (meeting and call)
• Anticipating any need for improvement in the relationship
• Creating a yearly plan with a mapping of projects and opportunities
• Working with other departments: Product Managers, Product Owners, Engineers to enhance current TPConnects delivery or extend TPConnects scope/footprint within customer s organization
• Working on customer retention and sales opportunities to develop up-selling and cross-selling strategies for customers
• Creating and presenting regular deliverables / reports to customers (QBR, Project update, financial statement )
• Swiftly resolving any issue that customer s stakeholders may encounter
• Keeping track and supervising all communication between customer and TPConnects
• Analysing customers data to leverage customer relationship management
• Ensuring Contract SLA tracking and completion
• Owning billing and invoicing for customers

• Project Management

• Understanding client needs and transpose needs in requirements
• Preparing onboarding of customers: onboarding presentation, onboarding form and scope of work
• Tracking project at requirements level with delivery team through various dashboard
• Management of internal teams (functional)
• Monitoring bugs and outages which require specific documentation (RCA)
• Preparing communication and deliverables relative to project delivery for customers stakeholders
• Updating customers on release during project life (release note)
• Closing project and implementing the appropriate monitoring steps with customers

• Others

• Marketing for all IRIS customers: Release Milestone, Case Studies, Client Testimonials
• Partnering with Sales Team for prospection and onboarding of new IRIS customers.