PURPOSE

The Relationship Manager, will manage the customer experience for a specific territory’s install base of customers and help grow and maintain revenue. He/She is the Customer Representative/Advisor who serves as a key point of contact and as a liaison between the customer and the various departments within Our client. Key responsibilities will include managing customer activation process, ongoing support around customer service levels, customer contract renewals, and customer billing, and providing training on Our Client services.

The Relationship Manager will understand the customer’s business needs to ensure customer satisfaction and to encourage continued long-term relationship, and help identify opportunities where Our client services fit their ongoing business strategy.

RESPONSIBILITIES

·          Manages and retains revenue for a territory’s install base of accounts in North America. Runs it like an autonomous business.

·          Owns complete end-to-end Sales cycle. Involves Pre-sales, Consulting and Account Management

·          Manages implementation of services and ensures 100% utilization of contracted services (project management, credit requests, invoice reviews, monitor usage, etc.)

·          Create and deliver reports that details service usage, summarize professional services delivered, highlight new platform components and identify next steps for the named accounts.

·          Generates demand for additional products and services within the install base of customers and grows the existing revenue base by at least 25%.

·          Escalate problems issues within install base of customers and named accounts

·          Helps uncover new growth opportunities

·          Support the sale of professional services engagements.

KEY REQUIREMENTS FOR SUCCESS

·                     Engineering Graduate with a minimum of 3 years of solution selling work experience or any other graduate with a minimum of 5 years solution selling work experience. MBA preferable.

·                     Only Full time work experience after graduation would be considered.

·                     International Market exposure a must, US exposure preferred.

·                     Demonstrates a good understanding of technology and the Internet – hosting, networking a strategic landscape.

·                     Works well with customers to maintain high level of customer satisfaction and develop strong relationships

·                     Ability to encourage/influence customers to extend and/or expand use of Akamai products and services.

·                     Listen to customers needs and questions, and works with colleagues to deliver results.

·                     Responds to customer needs quickly and thoroughly.