Business relationship manager & Tele presence delivery manager

Job Description

BRM responsibilities will include, but are not limited to the following:1. To manage the delivery of all contractual commitments to Managed Services customers & their strategic partners for complex worldwide projects/programs.2. To represent Polycom and act as SPOC for all Managed Services related strategic and tactical aspects within and outside the company.3. To effectively and successfully manage the contract deliverables throughout the relationship lifecycle.4. To furnish periodic reports and dashboards around KPIs, SLAs & other underlying deliverables. 5. To assess the information available at hand to devise strategies and tactics to proactively fix customer issues thus guiding them towards a seamless & robust VC experience.6. The ability to rapidly establish command of the customers technical environment and identify key strategic decisions required for successful customer relationship.7. Will be responsible to work with customers as the primary point of contact for all post-sales implementation activities and client readiness to ensure successful implementation of solutions. To successfully manage the ongoing relationship with the client as a trusted advisor.8. To interface with Polycom and customers management, sales, operations and service organizations to resolve the customer issues on time.9. Responsible for P&L and financial details impacting the customer engagement/contract renewal including but not limited to details of deliverables and schedule per SOW. 10. Responsible for maintaining the customer engagement program plan that includes key progress reports, risks, client relationship summary, snapshot on a periodic basis to senior leadership. 11. Responsible for reviewing and keeping track of business deliverables around Managed Services contracts, delivery/support, vendor and contract management. 12. To engage throughout the relationship lifecycle with the customer - Presales through to deployment and ongoing operations.13. To engage with assigned customers/partners with escalated issues and bring the same to resolution. TDM responsibilities will include, but are not limited to the following:1. Coaching, managing, motivating and assessing all direct ITP Field employees.2. Manage a team of Lead Installers based across APAC, responsible for the delivery of Installation, Maintenance and Repair services on Polycom RealPresence Immersive Telepresence products.3. Administrative management of the ITP team including: expense reports, timesheets and resource scheduling.4. Team development including: performance reviews, training plans, monthly 1-on-1 sessions and manager field visits.5. Work closely with APAC Service Delivery teams, Project Management, and Technical Support teams to coordinate delivery of product Installation and repair services.6. Manage department budgets and maintain related finances.7. Contribute to strategic planning with senior management on key initiatives, services growth, and budget planning.8. Ongoing development, analysis and reporting of performance metrics and resource utilization data.9. Work directly with customers and the Polycom Sales team on escalations, project pipeline, and customer care issues.10. To own and manage the ITP Field processes, including ongoing review of process efficiency, recommending and implementing any necessary changes.11. Own and improve ITP delivery quality of 3rd party service providers.12. Work on a functional level with cross-regional teams in EMEA and NALA for global consistency. 13. Supervise Lead Installer work completion to ensure quality standards and consistency are maintained.14. Provide support for RFI / RFP including developing standard material.15. Be key focal on the technical resource needs, and deployment decisions for multiple projects.qualification1. Degree level candidate with a minimum of 10+ years of telecommunications consulting experience, Field Services and people management.2. Strong client relationship management, analytical and problem-solving skills required.3. Requires high level of intellectual commitment with strong awareness of client and related industry trends and be able to interpret these to Polycom obligations to the client.4. Excellent customer focus and adaptability.5. Motivated, self-reliant and solution-oriented individual.6. Consistent track record of delivering project milestones on time and within budget. Demonstrated ability to effectively communicate and influence Executive management within customer and own organisation.7. Must demonstrate solid grasp of system integration, scope definition and control, activity estimation, time and quality management, organizational planning.8. Significant experience in a mixture of networking, network applications and major account development.9. Technical knowledge of H.320/H.323 based video conferencing and Polycom products is preferred.10. Experience writing service contracts and working RFP.11. Excellent written and verbal communication skills. 12. Proficiency in Microsoft Office tools including Excel, PowerPoint, Visio, and MS Word is required.13. Experience leading large complex projects and working with global teams.14. Ability to travel up to 10% and work irregular hours per escalations. Desirable:1. Qualification in business management.2. Experience with Polycom UC Intelligent Core technologies.3. Project management skills, PRINCE2 or PMI certification.,

Keyskills :
networkingmarketingsalesmanagementrelationshipofficeaccountdevelopmentexecutive