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Customer Service Manager

SES

SES

Customer Service
The Hague, Netherlands
Posted on Friday, May 12, 2023

ROLE DESCRIPTION SUMMARY
The Customer Service Manager is the key partner of the customers in ensuring the success and growth of their business, with key responsibility around owning the customer relationship on behalf of the services organization from presales through service delivery by building customer intimacy and establishing strong relationships.
In this position, you will own program delivery and revenue assurance across projects taking customers through to acceptance and Operations and maintenance, as well as being the “Voice of the Customer” within the organisation by understanding what each customer values in terms of support throughout the customer lifecycle and ensuring that the team interfaces with the customer to offer coordinated support in driving revenue growth.

You will be responsible for (this is not an exhaustive list):

  • Assist customers in specifying, procuring, and implementing products, systems, and connectivity to commence their services
  • Works with commercial teams on services pricing, scope
  • Program manages the customers through service acceptance
  • Guide the customer through the customer fulfilment process and manage schedules and customer planning and expectations
  • Provide feedback to internal stakeholders on requested features or enhancements, technical challenges, and customer service support
  • Understand what each customer values the most in terms of customer support and ensure customer monitoring and support requirements are defined and integrated into the Network Operations Center
  • Be a champion within the organisation to work with functional teams to develop a customer centric organization
  • Owns customer post acceptance care, ensuring that all issues are proactively managed
  • Prepare and present to customer, through the presales stage to post acceptance service
  • Owns and accountable for region / customers projects P&L and thus being evaluated on cost performance against budget assigned

YOUR PROFILE:

Must Have

  • Bachelor’s degree, preferably in Engineering/Technology/Computer Sciences
  • Minimum of 10 years in the Satellite Telecom Industry and customer facing experience and team management
  • Minimum of 5 years relevant experience in network deployment and has acumen of what it takes to manage customer SLA expectations
  • PMP Certification or equivalent
  • Expertise in implementation of satellite based, fixed/mobile networks, fibre backbone networks, and Internet access networks in emerging markets
  • Written and verbal communication skills in English

Nice to Have

  • Sense of urgency, initiative and competitive drive in working through or around anything blocking things that need to be accomplished
  • Willing to travel internationally and interface directly with clients
  • Communication and persuation in presentations skills

WHAT'S IN IT FOR YOU

  • Flexible working policy
  • Bonus and equity plans
  • Comprehensive and competitive benefits plan
  • A range of wellness activities and employee assistance programs
  • An employer that values all aspects of Diversity and respects every individual’s story



GOOD TO KNOW
SES is an Equal Opportunity Employer, committed to workplace diversity & inclusion. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or other characteristics protected by local, state, or federal law.