1. Responsible for managing one or more identified customer accounts and be the single point of contact for the customer within the Rhenus Organization- to be the commercial driver for the portfolio of customers.

2. Responsible for delivering the budgeted revenues and gross margins through deep selling and cross-selling of products/services to the customers.

3. Responsible for customer development, strategy planning, the value proposition for the customers.

4. Be the first point of contact for - rephrase - responsible for customer on-boarding- bi-lateral discussion with customer/ product teams for SOP Finalization, KPI Agreements, and review meetings.

5. Customer Implementation - handholding, dissemination of information to the operations team.

6. Creating an Escalation matrix.

7. Agreeing on the scope of services and the KPI's for measuring the quality of service delivery.

8. Having a clear SOP drawn up for each service and having the same signed up both by the product heads as well as Customer.

9. Disseminating the SOP and KPI's across the product teams and training the teams on the same.

10. Driving the individual customer service executives to ensure that the service delivery is as per agreed KPI- s- delete.

11. Identifying opportunities for expanding services and organizing meetings with individual product heads to manage the entire process up to closure(commercial agreement included).

12. Escalation point where service issues arise which are not properly handled by the individual CSE's within the product.

13. Renewal of contracts and commercial terms at regular intervals.

14. Ensuring that the SOP and KPI's are circulated to the concerned people within the Rhenus network where required.

15. Scheduling of monthly and quarterly reviews and timely execution of all agreed actions with the customer.

16. Responsible for total customer satisfaction and resolution of all issues with the customer.

17. Escalating open issues which are beyond agreed timelines within Rhenus or the customer organization as the case maybe till they are resolved.

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