Sr Manager - Service Management/Customer Success Management

Job Description

Role purpose:

Responsible for ensuring that Global Telco meets all of its Service Obligations to allocated Customers ensuring retention, profitable growth and customer satisfaction (NPS).

Working in partnership with the Account Team to embed business relationships at senior level within our Customer base by developing and nurturing a key understanding of our Customers strategy and business model and translating that into Global Telco accountability.

This role interfaces with Customers with a global presence at an executive level, at a local level and global matrix management at an account level. Maintaining key relationships into all functional teams within Global Telco to deliver an exemplary service experience.

Key accountabilities and decision ownership

Articulate the Global Telco Service Proposition and build customer confidence and work cohesively with Sales and Account Management teams

Day to day leadership of the Service capability aligned to nominated accounts and working collaboratively with account teams to own service relationship

Provides a senior point of interface and accountability for all aspects of service delivery and assurance to customers

Executes service reviews with customer executives to showcase service performance

Leads best of breed continuous service improvement by ensuring the development and implementation of Service Development and / or Improvement Plans in collaboration with Customers and our Operating Companies (OpCos), Partners and Affiliates.

Accountable for the delivery of all service metrics, in conjunction with local OpCos, Partner and Affiliates service fulfilment personnel, and the Global Account Manager

Identifies opportunities for revenue growth - translates customer needs into solutions that enables both the customer and Global Telco profitability

Measure and monitor service performance, including SLA measures, and ensure service reports are produced and delivered within agreed timescales

Implement best practice, for both the customer and Global Telco, locally and share globally

Core competencies, knowledge and experience

Customer obsessed, able to nurture and manage deep customer relationships on all levels

Excellent C level communication, stakeholder, influencing and relationship skills

Lead a matrixed virtual team of Service Management resources to deliver on the account plan through a matrix management structure. Responsible for all the service aspects of the Account ensuring that Global Telco delivers on its service commitments to the Customer

Deep knowledge of technologies across all of telecommunications

Self-starter must be proactive, initiate and drive work streams, able to operate independently and take the initiative Customer obsessed, demonstrates a deep insight into their way of thinking

Articulates the customers perspective in easy-to-understand ways bringing a unified understanding to colleagues

Constructively challenges the status quo with a focus on customers and profitability

Drives improvements to business processes with a can-do attitude when working in a demanding and challenging environment

Able to design and implement new processes/procedures whilst having the ability to identify new opportunities

Must have technical / professional qualifications

ITIL certified or relevant experience

Project management skills (ideally Prince 2 Certified) or relevant experience

Key performance indicators

NPS (Net Promoter Score)

Contractual service metrics

Account profitability metrics

Identifying cross sell opportunities to enhance the service experience