Customer Service Manager

ROLE DESCRIPTION SUMMARY

The Customer Service Manager is responsible for the successful management and provisioning of service contracts as well as supporting new service acquisition. In this position you will be responsible for identifying the required resources and managing the various internal/external contractors and suppliers in an integrated approach towards the customers.

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

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

YOUR PROFILE:

Must Have

• 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
• EU nationality preferred
• Willing to undergo a security clearance procedure as this position might require holding security clearance

Nice to Have

• ITIL v4 certifications
• Team player
• Organisational skills and ability to prioritise, meet goals and provide results
• Effective analytical abilities
• Ability to work effectively under pressure
• Solid communication and presentation 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.