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Job Description
- Operate as the lead point of contact for all matters specific to the assigned clients.
- Coordinate with the cost control and all involved internal stakeholders in costing the renewals of current projects.
- Responsible for the timely renewals of assigned contracts.
- Responsible of costing and coordinating task orders.
- Identify opportunities to increase farming of the existing services.
- Do research and highlight the potential services to be provided.
- Identify potential threats for projects.
- Responsible for awareness provision of CFM services and offerings to current clients
- Present an annual (broken down monthly) costumer management plan and action plan for each client to the direct manager and commercial director.
- Present weekly follow-up reports to the direct manager and commercial director.
- Responsible for coordinating with the satisfaction’s personnel, operations and other internal stakeholders to increase the client satisfaction rates and resolving client complains through his/her direct client relations or indirectly through liaising and following up with the operations team.
- Monitor the profitability of the assigned contracts and task orders also the deduction rats and take the appropriate actions.
- Arrange meetings with the related people for important announcements, personnel changes, or presentations.
- Being an ambassador of CFM to the clients, it is required to maintain the utmost professional business conduct, demonstrated through understanding the client needs and rendering the requires services and most of all being an IFM solution provider.
- Maintain the highest levels of punctuality (meeting, calls, commercial delivery,..), personal presentation style/skills and ongoing client communications (oral and written).
- Aim towards increasing customer loyalty and proactively suggest approaches to best reaching that.
- Being attentive to each client needs and accordingly customize the proper solution.
- Manage the clients’ expectations, in coordination with the project leader/ operations manager.
- Develop internal relationships between departments related to the assigned projects.
- Coordinate the work with all departments that deal directly or indirectly with the clients.
- Work to resolve all problems raised during the service delivery process, and assist escalations as needed.
- Provide presentations on expansion of scope of services to the client.
- Receive RFP (request for proposal) from the current client and prepare the needed documents in coordination with the tendering department and all related internal departments to reach a profitable offer.
- Attend tendering meetings, practices and bids,..
- Coordinate internally with the operations and finance teams regarding past dues and follow up accordingly with the clients to maintain the required CFM collection’s level.
- Being aligned with the operations department to selectively follow up on their client’s reports and how to utilize this from a commercial perspective.
Job Requirements
- High level of emotional intelligence
- Problem solving
- Operation monitoring
- Active listening
- Analytical thinking
- Negotiation and presentation skills
- High level of self-management, and maturity
- Think innovatively
- Ability to manage multiple projects at a time
- Excellent communication skills both verbal and written
- Customer service oriented
- Sales skills.
- Project management skills.
- Facility Management knowledge.
