Client Business Executive at CSG International

Position Details

The Client Business Executive (CBE) III functions as a general manager for designated customer accounts and/or region and is accountable for the revenue, sales bookings, delivery/operational performance, as well as the overall P&L and customer experience for such accounts. Typical focus is on large accounts and/or regions with significant potential for increased revenue opportunities across the enterprise. Revenue stream is typically longer-term with moderate degree of renewal complexity. This role creates, implements, and manages the customer relationship management and pursuit strategy aimed to understand, anticipate, and manage the needs of the organization from a current and future perspective. As an escalation point, this role minimizes customer impacting issues and drives internal support and delivery teams to continue to evolve and streamline our operating model. The CBE III may be responsible for building and leading a team who are positioned as trusted advisors and customer advocates for the organization.

Essential Job Responsibilities

• Build the Business: Responsible for account planning over a 1-2-year time horizon. Establishes strategic account direction and implements account strategy.
  • Accountable for the revenue, sales bookings, delivery/operational performance, as well as the overall P&L and customer experience for designated account(s).
  • Independently identifies, qualifies, and drives customer commitment while managing the overall sales process that includes customer engagement, opportunity qualification and definition, proposal development, solution confirmation, and close. Handles the more complex transactions.
  • Leverage insight and consultative selling techniques to teach customers about their industry and offer unique perspectives on their business that lead them to the CSG product and solution portfolio. Coach customer stakeholders and build consensus.
  • Penetrate the account in such a way that positions us well to understand their business model, business challenges, and overall customer buying process. Shape customer demand for our solutions that solve their urgent business challenges. Typical products/solutions are multi-line targeted at solving complex business problems.
  • Collaborate with Marketing, Product, and Services to ensure consistent messaging to customers, and help them gather the voice of the customer information to continue to evolve our product and solution offerings.
  • Represent the “voice of the customer” and provide feedback to the product development and operations organization for improvements, market trends, customer architecture roadmaps and product issues.
  • Responsible for facilitating formal Account Reviews (usually on a Quarterly basis) to ensure a strategic and collaborative approach to growing their assigned accounts. They are responsible for maintaining documented Account Plans which capture the customer’s business goals and problems and CSG’s competitive threats and growth opportunities.
  • May have responsibility for both existing strategic account growth, growing a region/set of accounts, as well as new logo sales pursuits.

• Keeps abreast of all applicable regulations, laws, and policies as they presently exist and as they change or are modified. Ensures that the staff are trained and evaluated on their knowledge of and adherence to compliance policies and procedures specific to their jobs. Understands and adheres to CSG Security and Compliance standards as they appear in Information Security, Acceptable Use, Code of Conduct, and other corporate policies.
• May be responsible for effective demonstration of managerial practices to include: the identification and recruitment of key strategic talent in the region and/or territory, providing day-to-day leadership to the business teams, distribution and explanation of account plans, the establishment of clear roles, responsibilities, regions, and/or accounts for team members, as well as the overall coaching and performance management of a high performing team.
• Operational & Delivery Excellence: Provide for an exceptional customer experience by reimagine key business processes with a relentless focus on operational and delivery excellence, improving our agility, reliability, and efficiency.
  • Partner with the CDE to package our assets to provide competitive solutions to our customers’ complex business problems, driving more productive conversations that open doors and enable success in new markets.
  • In collaboration with the Client Delivery Executive (CDE) and the Customer Operation Teams, create the overall strategy and service delivery expectations that provide for an exceptional customer experience based upon measurement and management of Service Level Agreements (SLAs) and Operating Level Agreements (OLAs).
  • Collaborate with the CDE and provide oversight and guidance to all critical customer deliveries and must be able to proactively escalate, wherever necessary, to the customer, product management, engineering, or senior leadership for complete resolution.
  • With customer profitability and continuous service improvements as a focus, evolve and optimize the client business service and delivery model and ensure proper staffing levels and skills are in place to execute on the strategy.
  • Be aware of operational outages and assist in the coordination of resolution and recovery, if warranted. Astutely and smoothly deliver appropriate messaging around issue escalation to key customer executives.
  • Drive other internal and customer teams toward appropriate resolution to ensure success.
  • May serve as an escalation point for customer issues as well as work prioritization concerns

Travel
Must be able to travel internationally and/or domestically (dependent upon location of the role) up to and exceeding 50% of the time
Onsite location with customer may be required on certain accounts.

Minimum Requirements
Education

• B.Sc/BA degree in business or related field

Experience

• Minimum of 10 years’ experience in the sales and/or customer support of software products and services within the cable, DBS, and/or telecommunications market.
• Minimum of 10 years leadership experience with demonstrated success building and leading support and client relationship management teams.
• 12+ years of product, solutions, and/or technical customer support experience in a comparable environment.
• Advanced fiscal management experience
• Tailors communication to the customer’s needs with authority, effectively delivers presentations and has a strong verbal and written communication skills
• Experience orchestrating complex multimillion-dollar solution sales from business champion to the CEO level.
• Uses rational and emotional drivers that would appeal to customers to comfortable drive negotiation conversations in your favor.
• Identifies the right customer stakeholders and builds connections quickly to drive consensus for deals; works cooperatively with a wide range of internal stakeholders for deal success.
• Goes out of your way to complete a job and has a relentless drive to achieve results; is independent and self-directed and takes initiatives with minimal direction or supervision.
• Proven track record as a change manager and adept at building high performance teams while driving transformational breakthroughs within target accounts
• Systematically solves problems and hypothesizes possible customer pain points, expectations, and implicit brainstorms with team member to devise solutions to solve complex deal challenges.
• Sets clear, realistic and time -bound objectives that align to business growth; breaks each objective into tasks and process steps that can be achieved with a realistic timeframe