Senior Key Account Manager
Il y a 2 mois
Job Summary
Tessi, a global leader in Business Process Services, is seeking a highly skilled Senior Key Account Manager to join our Operational Excellence Department in the Tessi France Business Unit. As a key member of our team, you will be responsible for ensuring B to B client satisfaction by guaranteeing the proper execution of service provisions in accordance with our contractual commitments.
Key Responsibilities
- Coordinate all internal forces involved in service provision on the account to ensure efficient operation.
- Analyze services, identify areas for improvement, and implement action plans to enhance operational and financial performance.
- Discover client development opportunities to introduce new projects or evolutions.
Key Tasks
- Act as the main point of contact for the client, managing client relations closely with production centers, preparing and leading production and steering committees.
- Analyze and consolidate monitoring and steering indicators.
- Ensure compliance with quality procedures and indicators (dashboards, gap analysis, corrective action steering...).
Contribution to Continuous Improvement
- Participate in the Performance by Tessi initiative (Lean Management) to improve service profitability.
- Diagnose and analyze recurrent and punctual malfunctions with support and production centers.
- Manage incidents and lead their resolution across multiple sites through action plans.
- Define and implement standards, methods, tools, and procedures to facilitate and ensure reliable service provision.
- Establish and conduct necessary controls on processes (internal control planning, customer satisfaction measurement, statistical analysis...).
- Identify and propose any improvements to enhance Production solutions (optimizations) in terms of Quality or Profitability.
- Monitor Customer complaints and disputes resolution.
Project Leadership
- Monitor ongoing projects for clients under your responsibility.
- Contribute to the preparation of contracts on service management and steering indicators.
- Act as the bridge for client requests or internal evolutions to Key Account Directors.
- Approve/start-ups closely with project managers.
Required Profile
Hold a Master's degree, with experience in project management and/or customer relations in a service-oriented, IT-intensive environment, requiring strong analytical skills and proficiency in multiple methods (Agile, Lean, operational excellence...). Knowledge in insurance, healthcare, and welfare sectors is a valuable asset. A good communicator, comfortable in written and oral communication, with a genuine interest in dematerialization and digital technology in a multi-service, multi-client, multi-site environment. Enjoy working closely with clients and managing transversally within a cohesive and dynamic team. Demanding, autonomous, and meticulous, eager to contribute to a transformative project for our company in a thriving market.
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