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Client Services Partner

Client Services Partner

Axiata Digital LabsKuala Lumpur, Malaysia
30+ days ago
Job description

The Client Services Partner at ADL leads the charge in delivering exceptional service to our clients, ensuring projects valued up to $10M are executed flawlessly on time, within budget, and to the highest quality standards. This pivotal role demands a blend of technical acumen, leadership, and strategic foresight in the Telco domain, aiming to transform business models into digital powerhouses through innovative project management methodologies

Responsibilities

Client Relationship Management and Service Excellence

  • Cultivate and Strengthen Client Partnerships : Build and maintain robust relationships with key clients, understanding their business needs and ensuring ADL's services align with their digital transformation goals.
  • Service Delivery Oversight : Ensure the seamless delivery of projects, maintaining the highest standards of quality, and exceeding client expectations in service excellence.
  • Feedback and Continuous Improvement : Actively solicit client feedback to refine and enhance service offerings, driving continuous improvement in client satisfaction.

Project Management and Execution

  • Strategic Project Leadership : Lead the planning and execution of complex projects valued up to $10M, ensuring they are delivered on time, within scope, and budget.
  • 5Team Coordination and Motivation : Oversee a diverse project team, fostering collaboration and motivating members to achieve peak performance and meet project milestones.
  • Risk Management and Mitigation : Identify potential project risks, developing and implementing effective mitigation strategies to minimize impact on deliverables

    • Business Development and Growth

  • New Business Opportunities : Identify and pursue new business opportunities within the Telco domain, enhancing ADLs market position and revenue growth.
  • Proposal Development and Presentation : Craft compelling proposals and presentations to secure new projects and expand ADL's client base.
  • Market Analysis and Strategy : Conduct market analysis to inform strategic decisions and identify trends shaping the telecommunications industry.

    • Leadership and Team Development

  • Mentorship and Development : Mentor team members, providing guidance and professional development opportunities to build a high-performing client services team.
  • Performance Management : Implement performance management practices to ensure team members are aligned with ADLs strategic objectives and deliver on their KPIs.
  • Cross-Functional Collaboration : Work closely with other departments to ensure a cohesive approach to client services and project management, fostering an environment of teamwork and innovation.

    • Key Accountabilities

  • Client Satisfaction and Retention : Ensure the highest levels of client satisfaction, measured through feedback and retention rates, demonstrating ADL's commitment to excellence in service delivery.
  • Project Delivery and Management : Accountable for the on-time, within budget delivery of projects valued up to $10M, with a direct impact on company revenue and client trust.
  • Team Performance and Development : Drive the performance and professional growth of the client services team, setting SMART goals aligned with ADL's strategic objectives and fostering a culture of excellence and continuous improvement.
  • Business Growth and Market Positioning : Spearhead efforts in identifying and securing new business opportunities, contributing to ADL's market expansion and enhanced competitive positioning within the Telco domain.

    • Education and Experience

  • Bachelor's Degree in Computer Science, Information Technology, or a related field. This foundational educational requirement ensures the candidate has a solid understanding of the technical aspects relevant to the role.
  • Minimum of 12 years of relevant working experience in the Telco Domain. Extensive experience in telecommunications underscores the ability to navigate and manage complex client service operations effectively.
  • Certifications : PMP or PRINCE2 certification is highly regarded, evidencing formal project management skills.

    • Knowledge

  • Project Management Methodologies : Profound knowledge of Agile, Waterfall, Scrum methodologies, and tools such as JIRA, Confluence, MS Project, highlighting the ability to adapt to various project needs and environments.
  • Telco Industry Acumen : Strong understanding of the telecommunications sector, with insights into market trends, technology advancements, and regulatory landscapes.
  • Digital Transformation : Familiarity with digital transformation strategies and how they can be leveraged in the Telco domain to drive business growth.

    • Skills

  • Leadership : Demonstrated ability to lead and inspire a team, fostering an environment of collaboration and excellence.
  • Communication and Interpersonal : Excellent communication skills, both verbal and written, enabling effective stakeholder engagement and team collaboration.
  • Analytical and Problem-Solving : Strong analytical skills with a proven track record in solving complex problems and making data-driven decisions.

    • Abilities

  • Independent Management : Ability to work independently, manage multiple competing priorities, and deliver results under tight deadlines.
  • Adaptability : Capable of adapting to rapidly changing technology landscapes and operational needs within the Telco domain.
  • Innovation : Adept at leveraging innovative solutions to enhance project outcomes and client satisfaction

    • Attitudes

  • Proactive and Result-Oriented : Exhibits a proactive approach to challenges, focusing on delivering results and driving continuous improvement.
  • Customer-Focused : Strong commitment to understanding and meeting client needs, ensuring high levels of satisfaction.
  • Ethical and Integrity : Upholds high ethical standards and integrity in professional conduct, fostering trust and respect among clients and team members
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