Duration: 12+ months
Location: Ashburn, VA
Job Title: Account/Customer Relationship Manager
Work Hours: Monday-Friday 8:30-5:00
Pay Rate: Based on experience
Overview: Responsible for proactively working with the customers and field sales account managers to support pre-sales activities, including full lifecycle customer support. Responsible for working across the business units. Maintains liaison relationship between assigned customer(s) and internal contacts. Provides proactive support ensuring highest level of customer satisfaction is achieved. Encourages customers to participate in the business satisfaction surveys, monitors ongoing quality concerns and encourages pro-active feedback from customers to prevent unnecessary customer escalations.
In conjunction with field sales, works to proactively drive key opportunities through the sales process. Oversees unique customer requirements and advises Operations and Sales Management of any potential problems/details that could significantly impact overall order and or sales revenue plans. Assists with the forecasting process to meet CRD, SSD and lead time expectations.
Central point of contact for customer complaints, RMA, returns and credit management. This process consists of, but is not limited to, SAP notifications, authorization and coordination of return and warranty orders, credit and debit requests, tracking and tracing of shipments including proof of deliveries. Acts as internal point of escalation for these issues.
Provides customer quotes for standard pricing, configurations, shipping / freight and projects. Supports the proposal process, RFQ, RFI and e-auction activities. Fulfills customer inquiries for sample requests and literature requests.
Develops and provides customer specific reports regarding sales/ account activity as required (Customer scorecard, sales activity, project status, presentations, etc.) Collects and verifies data accuracy for the Customer Quarterly Business Review process (QBR). Aligns with corporate and department guidelines for report generation to ensure data integrity.
Assist in the resolution of payment issues between customer and the A/R departments to ensure lowest level of DSO is achieved.
Education and Experience Requirements:
Associates or Bachelor’s Degree in a Business related field preferred
Work experience in a related customer service business-to – business field.
Broad knowledge of business administration.
Must show evidence of successful customer relationship management in the industry.
Competent in understanding and communicating all product and technical information.
Proficient in assessing customer needs showing evidence of using diplomacy and tact. Can diffuse even high tension situations comfortably. High level understanding of SAP and familiarly of customer management tools and processes.
Ability to work independently with little supervision and possess well developed interpersonal and communication skills.
No third party resumes will be accepted
CTG will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.
Drug testing and/or other employment-related inquiries may be conducted
All interested individuals MUST be able to work on a W2 Tax basis (no C2C or third party vendors)!
Candidates must currently reside in USA or Canada
CTG is an Equal Employment Opportunity employer
CTG is an E-Verify Company
CTG is the most reliable IT services provider, built on 50 years of meeting our commitments to make technology work for clients and deliver real business value. CTG provides industry-specific IT strategy, services, and solutions that address the business needs and staffing challenges of clients in high-growth industries, including major technology companies, large corporations, and government entities located in North America and Western Europe.
CTG’s greatest asset is our people, and as such we are committed to providing employees programs and processes to support their performance, hone their skills, and advance in their careers. This commitment is reflected by CTG being named a Best Places to Work Company by Modern Healthcare (since 2013) in North America, and a Best Places to Work Company in the United Kingdom (2013), Belgium (since 2007), and Luxembourg (since 2011).
CTG is an Equal Opportunity and Affirmative Action Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law.
CTG (NASDAQ: CTG) provides industry-specific IT services and solutions that address the business needs and challenges of clients in high-growth industries in North America and Western Europe. CTG also provides strategic staffing services for major technology companies and large corporations. Backed by more than 50 years of experience and proprietary methodologies, CTG has a proven track record of reliably delivering high-value, industry-specific staffing services and solutions to its clients. CTG has operations in North America, Western Europe, and India.
CTG's greatest asset is its people, and as such, we are committed to providing employees programs and processes to support their performance, hone their skills, and advance in their careers. This commitment is reflected by CTG being named a Best Places to Work in Healthcare company by Modern Healthcare (2013-2016) in North America, and a Best Workplace in the United Kingdom (2013), Belgium (since 2007), and Luxembourg (since 2011).