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Customer Service Manager

Requisition Number:  16358
Contract Type:  Permanent
Location(s): 

Betzdorf, LU

ROLE DESCRIPTION SUMMARY

 

The position is responsible for the successful management and provisioning of service contracts as well as supporting new service acquisition. The candidate is responsible for identifying the required resources and managing the various internal/external contractors and suppliers in an integrated approach towards the customers.

 

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

 

Pre-Sales & set up phase

 

  • Closely work with the Sales team in order to support the definition of the sales strategy for relevant accounts
  • Support the attraction of contracts via the “request for proposal” (RFPs) phases like proposal preparation, handover and negotiation and contract set-up
  • Review technical SOW’s to ensure that customer needs are taken into account and that it meets the project requirements

 

Service delivery

 

  • With the support of internal teams, responsible for successful service delivery to customer
  • Engage with customers and collect requirements for set-up, monitoring and updating of Service Level Agreements
  • Coordinate with internal functions (Project Control, Legal, Finance) for the transparent and effective realization of the services

 

Reporting & Customer Management

 

  • Build and maintain the relation with the customer and act as the point of contact (supported by SES back-end) towards the customer for all matters, such as service escalations, KPIs, negotiations, upgrades, contracts and financial aspects
  • Document and communicate customer needs, project status, exceptions and resolutions
  • Actively track costs and maintain the baseline P&L of the designated projects/services
  • Highlight and communicate to the Sales team for any upsell opportunities based on the customer relation and interactions

 

COMPETENCIES

 

  • Excellent Team Player
  • Proactive approach towards existing and potential customers
  • Strong organisational skills and ability to prioritise, meet goals and provide results
  • Ability to work independently with minimal supervision and to integrate into international and cross-functional teams
  • Effective analytical abilities
  • High level of integrity and work ethic
  • Ability to work effectively under pressure without compromising professional standards
  • Solid communication and presentation skills
  • Ability to clearly explain complex technical issues to non-technically savvy  colleagues and customers

 

QUALIFICATIONS & EXPERIENCE

 

  • Master's Degree in RF, Electronics, Telecommunications Engineering, Information Technology or equivalent
  • Minimum of seven years of applicable working experience in engineering, implementation, monitoring of satellite telecommunications systems/services
  • Experienced in the daily usage of office and communication software (Outlook, MS Word, MS Excel, MS PowerPoint, MS Project…)
  • Fluency in English
  • ITIL v4 certifications will be considered an asset
  • EU nationality preferred
  • NATO/EU SECRET clearances are considered a strong asset. Candidate must be willing to undergo a security clearance procedure as this position might require holding security clearance.

 

 

SES is an Equal Opportunity and Affirmative Action Employer

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