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Customer Service Manager

Requisition Number:  17904
Contract Type:  Permanent
Location(s): 

Betzdorf, LU

Customer Service Manager
Luxembourg - Betzdorf
Reporting to Sherif BAHEEG

 

ROLE DESCRIPTION SUMMARY

The Customer Service Manager partners with customers to ensure success and grow their business with SES, enabling technology portfolio 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. You will own program delivery and revenue assurance across projects taking customers through to acceptance and O&M. You will also act as the “Voice of the Customer” within the organization by understanding what each customer values in terms of support throughout the customer lifecycle and by 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):

  • Assisting customers in specifying, procuring, and implementing products, systems, and connectivity to commence their services on the SES system
  • Working with commercial teams on services pricing, scope
  • Program managing the customers through service acceptance
  • Guiding the customer through the customer fulfilment process and managing schedules and customer planning and expectations
  • Providing feedback to internal teams on requested features or enhancements, technical challenges, and customer service support
  • Understanding what each customer values the most in terms of customer support and ensuring that customer monitoring and support requirements are defined and integrated into the Network Operations Center
  • Being a champion within the organization to work with the functional teams to develop a customer centric organization
  • Owning customer post acceptance care, ensuring that all issues are proactively managed
  • Preparing and presenting to customer, through the presales stage to post acceptance service
  • Owning and being 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
  • 5+ years in the Telecom Industry and customer facing experience
  • A minimum of 3 years relevant experience in network deployment and has a strong understanding of what it takes to manage customer SLA expectations.
  • Relevant experience working with ESA (European Satellite Agency), understanding of their processes, procedures and reporting requirements
  • Hands on knowledge of the implementation of satellite based, fixed/mobile networks, fibre backbone networks, and Internet access networks is an advantage
  • Excellent written and verbal communication skills in both English and French
  • Willingness to enroll in NATO and EU Secret clearance process

 

Nice to Have

  • Strong interpersonal skills and an ability to work effectively in a global high energy multicultural team and interface with a global customer base and understand their needs
  • Willing to travel internationally and interface directly with clients
  • Program and/or project management background

 

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.

 

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