Relationship Manager TOA Technologies
THIS JOB HAS EXPIRED Company Overview
TOA Technologies is the leading provider of Cloud-based mobile workforce management applications for large enterprises. Its patented platform improves customer service while dramatically reducing operational costs and providing immediate return on investment. As the industry's only solution using predictive, time-based analytics and performance pattern recognition, TOA reduces customer wait times while increasing field workforce efficiency. TOA automates Time of Arrival communications across multiple channels to proactively keep customers apprised of their appointment status. It delivers unparalleled cost savings by providing on-demand tools for real-time planning, routing, dispatching and tracking of workers in the field. TOA's system deploys quickly, is highly configurable and is easily integrated with existing CRM solutions.
TOA Technologies has been recognized by Gartner analysts as a visionary company for the past three years running, based largely on the company?s completeness of vision. The innovative nature of our ETAdirect mobile workforce management software has been recognized by customers, analysts and investors because of its ability to streamline the mobile workforce environment and enhance the customer experience. No other mobile workforce management solution in the market enables real-time predictive communications between companies, their field employees, and their customers.
By offering a best of breed solution for mobile workforce management that?s focused on customer care, TOA provides companies worldwide with a robust, modular platform for enhanced service and goods delivery. TOA?s natively integrated products and web-based delivery model allow clients to immediately reap benefits from reduced costs, increased revenue generation capacity and improved customer satisfaction. TOA focuses on the most valuable asset every company has - its customers - by vastly enhancing the customer experience through predictive technology.
TOA's mobile workforce management solution is deployed at leading companies worldwide in a range of industries, including Cable and Broadband, Telecommunications, Retail, Utilities and Home Services.
TOA Technologies is headquartered in Cleveland, Ohio, with offices in the United States, Europe and Latin America.
TOA is time-based
At TOA, time is the generative element. While our competitors focus primarily on technicians, work orders and equipment, we take all of those things into account, but we focus on time and how to translate time into improving efficiency and customer satisfaction. Our predictive technology measures how long it takes to perform tasks, accumulating information about what is happening in the field and using this information to provide better planning and management of the workday. A time-based approach ultimately leads to a better customer experience.
TOA is predictive
Most vendors in the mobile workforce management space set work time in blocks ? 45 minutes, 90 minutes, 120 minutes. The problem is that this approach doesn?t reflect how people actually work. Some technicians or delivery people are better at some types of work than others. Travel times can change between locations. TOA?s unique predictive technology combines the historical performance of your teams, along with real-time information about the current work day, to be able to predict a one-hour time window with 96 percent accuracy.
TOA is self-learning
People can always learn and get better. Software should be the same. At TOA, our unique software as a service learns. It learns everything that happens and it continually improves. The more you use it, the smarter it gets. It learns the work patterns of your service or delivery people. Its predictive technology learns how long it actually takes your people to get from point to point, and it automatically incorporates that learned information into making smart decisions for you.
At TOA we have figured out how to turn conventional wisdom on its head by improving efficiencies by enhancing the customer experience.
Additionally, we can quantify the benefits that we deliver. With TOA?s service optimization solutions, you can improve:
Operational Efficiency Companies that have used TOA?s customer interaction management system in the past have reported a 75% reduction in overtime, 47% increase in the rate of jobs completed each day and 40% decrease in miles driven per appointment.
Customer Satisfaction Customers that have used our customer interaction management system have reported a 30% improvement in on-time performance and a 98% customer satisfaction rate.
Economics By optimizing your service through TOA, you can save money. By increasing efficiency, TOA saves its customers an average of $10,000 per mobile employee per year.
Relationship Manager Job Description
The Relationship Manager will have primary responsibility for managing existing Tier I and II accounts, including ensuring revenue attainment, achieving a high level of client satisfaction and driving growth through new sales. The Relationship Manager role is an extension of the client?s organization; a team member supporting key operational functions and participating in the decision process regarding current and future mobile workforce and customer communication needs. This role?s primary purpose is to establish a strong position within the client organization, achieving the trusted advisor status and thereby enabling TOA to best understand, and address each client?s unique requirements. This role requires an exceptional individual with strong business and IT technical background who can help TOA achieve this through their direct client engagements, and their ability to help develop the tools, systems and processes that enable this.
Direct and manage the overall and day-to-day business and technical aspects of client?s solutions and services to ensure deliverables achieve client satisfaction and operational expectations.
Identify, define, develop and implement techniques to improve relationship management productivity, increase efficiency, mitigate risk, resolve issues and achieve cost savings for TOA Technologies and our clients.
Aid in sales and related revenue generation.
Transfer knowledge, monitor account performance, and provide feedback.
Monitor account performance and ensure consistent, accurate reporting on that performance. Provide status reports to client, TOA account team and TOA management, on every aspect of customer account including revenue, projects/deliverables, etc.
Aid others in following the company initiatives, processes and methodology. Help to develop product roadmap and competitive positioning.
Manage key activities of sales support, services setup, customer support and sales.
Generate additional sales and revenues through upsell of additional services/solutions or client regions.
Aid and assist with the formulation and delivery of client-specific presentations, demonstrations, financial analysis and statements of work.
Ensure that the project deliverables achieve client satisfaction and expectations.
Oversee the project & implementation teams? execution of a proven project oriented process for setting up TOA services at the client?s site.
Ensure that ongoing solutions and services deliverables achieve client satisfaction and expectations by having the Account team serve as the principal interface between the client and TOA teams, orchestrating, overseeing and performing the a variety of functions.
An Undergraduate degree in appropriate discipline, with a strong preference for IT. An MBA is highly preferred.
A minimum of ten years? experience in Relationship/Account Management for a blue chip company, handling Fortune 500/enterprise accounts with responsibility for maintaining customer relationships and revenue/sales quota.
A minimum of five years? experience in enterprise software or services, with two (2) years managing a Saas-based solution and/or mobile workforce management solution.
A track-record of consistently delivering above target, with documented results and references that support this success.
Experience in a high-growth environment helping develop the tools, systems and processes that serve as the foundation for a world-class Relationship Management model.
Ability to work within a team environment, and particularly in a matrixed company and client scenario.
Ability to independently identify, investigate and develop solutions to problems.
Ability to manage multiple projects to meet predetermined deadlines, setting direction for and ensuring the success of all client engagements.
Demonstrated proficiency in software productivity tools (word processing, statistical, spreadsheet, presentation and database software) to meet goals of position.
Ability to function independently, with minimal supervision
Ability to exercise good judgment in protection and dissemination of Company confidential and proprietary information.
Ability to prioritize and delegate work as needed, including to TOA team members outside the Sales/Relationship Manager team and to the client.
Ability to establish friendly, professional and cooperative relations with internal and external contacts during the course of work.
Excellent verbal and written communication skills.
Excellent presentation skills including preparation for and execution of executive meetings (strategic direction, materials development, planning, etc.).
Travel requirement: 50% +
||Denver, CO |
THIS JOB HAS EXPIRED