Account Program Manager

Location Singapore
Discipline Call Centre & Customer Service
Job Reference BBBH117622_1659423944
Salary S$6000 - S$8000 per month
Consultant Name Tng Wess Lee
Consultant Email
Consultant Contact No. 6232 5255
EA License No. 02C3423
Consultant Registration No. R1551835

Role and responsibilities

  • Overseeing customer account management, including negotiating contracts and agreements to maximize profit.
  • Main point of contact for any and all matters specific to the account(s).
  • Liaise between customer and cross-functional internal / external teams to ensure the timely and successful delivery of our solutions according to customer needs.
  • Understanding of clients Procedures and documentation
  • Project Manage all works carried out for the customer.
  • Oversee customer account management, including Quotations and Technical support
  • Building and maintaining long-lasting customer relationships.
  • Ensure the timely and successful delivery of our solutions according to customer needs and objectives
  • Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
  • Develop new business with existing clients and/or identify areas of improvement to meet sales quotas
  • Prepare monthly and quarterly reports on account status and financials
  • Collate and distribution of all require reporting and performance metrics
  • Ensure fault reporting and support is operating correctly (DCAT, MOP)
  • Completion of engineer site access requests for all EMEA locations
  • Triage of MS Tickets and engagement of local entity or 3rd Party Partner service teams as required
  • Scheduling of maintenance visits throughout EMEA
  • Management of service spare inventory and replenishment as required
  • Assist with challenging client requests or issue escalations as needed
  • Makes sure clients receive requested products and services in a timely fashion.
  • Manage projects within client relationships, working to carry out client goals while meeting company goals.
  • Raising of quotes, orders and invoices for all works to meet the client's requirements
  • Coordinate and complete company health and safety requirements, audits and inspections with engineers and sites.
  • Ensure adherence to all Company Policies and Procedures.
  • Be fully conversant and compliant with all Environmental Health and Safety procedures.
  • Complete ethics module as advised by Ethics & Compliance Officer (ECO)
  • Fully comply with all Quality, Environmental Health and Safety directives including but not limited to PPE, Accident Reporting, Cardinal Rules, Risk Assessment Method Statement (RAMS), and Achieving Competitive Excellence (ACE).
  • To retain your customer(s)
  • Meet monthly revenue and margin targets set
  • Drive sales of products & services to your customer(s)
  • Support Projects and Sales to understand customer needs to prospect and sell more effectively.
  • Manage overseas entity & 3rd Party Partners, ensuring contracted SLA`s are achieved and exceeded
  • Maintenance planning throughout EMEA
  • Chair internal and customer facing meetings
  • Ensure successful handover packs to increase customer satisfaction/requirements and contractual needs.
  • Support other areas of the business to ensure a balanced workload for all when there are business needs.
  • Oversee EHS for engineers.
  • To improve the quality of the Customer Experience across the account.
  • Achieve contracted SLA`s
  • Build good relationships with other entities and other local service providers


  • At least 3-5 years of project/process management
  • Proficient in Microsoft Word, Excel, PowerPoint, Outlook
  • Familiar with JDE/Oracle
  • Have excellent people skills and intuitive to customer's business needs.
  • Able to calmly deal with customer complaints and issues.
  • Possess leadership qualities and the ability to lead a team.
  • Good verbal, written and presentation skills
  • Be independent and able to make pro-active decisions within the parameters of the role
  • Commercially astute, revenue and profit focused
  • Work well under pressure and commit to deadlines.
  • Exhibits a positive, 'can-do' attitude
  • Well organized and process driven
  • Prepared to travel with some overnight stays

Tng Wess Lee License No.: 02C3423 Personnel Registration No.: R1551835

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