1. Contract Implementation
- Participate in account implementation strategies, services content, delivery schedules and contract commencement dates with Fujifilm BI Business Analyst, Solutions Architect, Sales, and implementation teams
- Manage Service Level Agreements and achievement of Service Level objectives.
- Review and document workflow processes (or amendments) enabling contracted service delivery for each customer site
2. Contract Lifecycle Management
- Accountable for customer contract services operations:
- Deliver contracts within the agreed SLA fulfilling customer expectations and negotiate changes as appropriate ensuring value for money for the customer.
- Manage the resource requirements to achieve the agreed production targets ensuring adequate contingency plans are in place.
- Ensure that all core Operational processes are being adhered to and utilized
- Ensure effective use of resources and tools to enable delivery of defined levels of Services
- Maintain and manage the required processes supporting service delivery in allocated MPS/GUARDIA contracts
- Conduct monthly/quarterly Account review, communications strategy in conjunction with Sales, Operations staff and customers and identify potential business opportunities with relevant reports and operations information.
- Manage and organize training on new products and tools for the customer post implementation to staff and customers
- Responsible for activities to grow the revenue of the contract managed.
- Responsible for providing value-added service and/or solution required by the customer during the contract life cycle.
3. Billing and Recharge info to customers
- Gathering, Validation and Compilation of relevant information to substantiate billing requirements to contracted site based on SLA (all in-scope services - FX devices, 3rd party & professional services); meter readings, overtime, papers, consumables etc. info
- Develop cost recovery recharge & summary reports as per SLA and customers’ requirement
- Ensure all invoices are processed flawless and timely.
4. Accountable and Manage customer & staffs’ satisfaction and ensure Customer expectations are met
- Maintain positive relationships with customers, peers, sales, administration, and other Fujifilm BI units to ensure a smooth Services solutions implementation / installation and operation.
- Develop on-going training and counseling and guidance to staffs
- Escalation point for Docucare/Onsite Staff for all account management issues
- Implement and manage customer satisfaction monitoring processes for Fujifilm BI clients
- Accountable for the recruiting, education, development, and retention of team members (Docucare/Onsite Staff).
- Provide appropriate communication, support, and interface to both internal and external customers
- Conduct Customer Satisfaction survey, analyze the results and develop countermeasures
