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• Ensure outstanding customer satisfaction by maintaining strong working relationships
• Guide and lead team members to deliver products/services that meet or exceed the customer requirements
• Handle client issues throughout the implementation life cycle in a timely and accurate fashion
• Manage and train resources to ensure quality and consistency of service to customers
• Schedule and conduct status meetings with appropriate development resources and customers
• Provide proper refund and compensation to customers on time.
• Assist sales team in business acquisitions, planning, retention and management
• Maintain complete and accurate customer correspondence data
• Assist in making major business decisions
• Develop and update client related reports
• Managing client relationships to build a reputation for excellent service and generate repeat business
• Negotiate and manage agreements through business contract process
• Create online videos, training guides, FAQs, WebEx training sessions etc. to benefit all customers
• Identify and develop problem solving methodologies to resolve customer issues



• Planning, developing and implementing PR strategies
• Communicating with colleagues and key spokespeople
• Liaising with, and answering enquiries from media, individuals and other organizations, often via telephone and email
• Researching, writing and distributing press releases to targeted media
• Collating and analyzing media coverage
• Writing and editing in-house magazines, case studies, speeches, articles and annual reports
• Preparing and supervising the production of publicity brochures, handouts, direct mail leaflets, promotional videos, photographs, films and multimedia programmes
• Devising and coordinating photo opportunities
• Organizing events including press conferences, exhibitions, open days and press tours
• Maintaining and updating information on the organization’s website
• Managing and updating information and engaging with users on social media sites such as Twitter and Instagram
• Sourcing and managing speaking and sponsorship opportunities
• Commissioning market research
• Fostering community relations through events such as open days and through involvement in community initiatives
• Managing the PR aspect of a potential crisis situation

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