Specialist - Customer Relationship

Job description / Role

The Specialist - Customer Relationship is responsible for handling IT projects & services customers and providing guidance on enhancing customer relationships. Defining and developing the customer satisfaction metrics and KPIs and measuring those. Responsible for creating improvement plans as part of IT governance and operational procedures and ensuring continuous enhancement in customer interactions.

KEY ROLE ACCOUNTABILITIES:
- Supports IT team in facilitating, leading and driving the implementation of business-enabling governance processes that drive the IT strategic initiatives and operations to support the Sidra IT vision.
- Plans, executes and follows up for a diverse range of IT project/services customer grievances and needs, along with thoroughly analyzing maturing data in order to make sound recommendations for next steps that aim to improve customer satisfaction.
- Develops KPIs/metrics to measure the business user interaction with IT.
- Innovates and researches best practices in measuring internal or external customer satisfaction; including idea generation and exploration, preparing and presenting proposals, overseeing the creative and production processes and championing successful execution.
- Sets and executes a client relationship strategy that defines which issues to focus on.
- Analyzes trending data and generates complex annual and monthly forecasts to demonstrate the reasons and suggestions behind trends.
- Conceptualizes and manages a diverse range of IT customer campaigns and initiatives.
- Analyzes campaign outcomes in detail, draws insights and presents results clearly to facilitate sound decision making on next steps.
- Participates in a variety of special projects as requested, including explorations of process improvements, and joint projects with Customer Service.
- Works with other IT teams in Projects and Operation to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer value.
- Conducts meetings and is comfortable when interacting in both one-on-one and group settings, leading teams and liaising with different levels of management.
- Develops, manages, grows, and institutionalizes complex relationships
- Builds positive relationships with team members. Communicates regularly and effectively.
- Proactively informs teams regarding timelines and obligations required to develop successful customer interaction improvement plans and for execution.
- Takes responsibility and makes fast decisions to ensure all obligations and activities are executed in time bound manner providing optimal benefit to the organization.
- Provides reports regularly and on ad hoc basis.
- Adheres to Sidras standards as they appear in the Code of Conduct and Conflict of Interest policies

In view of the evolving needs and opportunities within Sidra during this pre-operational phase, this position may be required to perform other duties as assigned and reporting relationships may vary.

Requirements

- Bachelors Degree in Information Technology, Computer Science, or any other related field
- 10+ years experience in an IT environment;
- 5+ years experience in:
- in a direct customer facing environment, preferably with experience in both IT Projects and Operations
- project management skills with an ability to interact with and motivate others to succeed on several fronts simultaneously
- Experience in establishing and improving customer satisfaction improvement processes, and best practices.
- Certification in Customer Relationship management or Customer governance or equivalent
- Effective verbal and written communication on all levels and both internally and externally
- Strong analytical, technical and mathematical abilities
- Self-motivated, analytical, quick learner, organized, detail-oriented, multi-tasker
- Demonstrated ability to prioritize workload and meet deadlines for a variety of "deliverables"
- Demonstrates initiative with a results orientation, while exhibiting strong drive and execution skills
- Fluency in written and spoken English

About the Company

Sidra Medical and Research Center will be an ultramodern, all-digital academic medical center which will set new standards in patient care for women and children in Qatar, the Gulf region and internationally.

It will encompass three essential missions:

World-Class Patient Care Medical Education Biomedical Research

Sidra will work closely with its academic partner Weill Cornell Medical College in Qatar (WCMC-Q) and Hamad Medical Corporation in regard to all three missions, raising the standard of health care throughout the country and providing valuable opportunities for research and learning. Sidra is part of a dynamic research and education environment in Qatar that includes leading international institutions, such as Georgetown University, as well as other newly established national research centers.