Customer Service Manager

ROLE DESCRIPTION SUMMARY
The Customer Service Manager (CSM) role is a customer facing position in which the CSM plays an important role in maintaining current business and securing new business with VSAT communication service providers, while leading the effort to operate and maintain services. With the focus on supporting existing customers and for providing support during the rolling out of new services, the CSM will lead the SES Operations organization through the on-going operation and maintenance activities.

In this role you will be managing the operational performance and SLA’s of the customer sites and for driving service quality from the SES Operations organisation, but also be the “Voice of the Customer” within SES by having frequent interaction with each customer (remotely or in-person) for understanding what they value the most in terms of operational support and ensuring service quality to maintain and enhance revenue.
 

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

• Coordinate closely with the sales organization during the presales process with VSAT communication service providers and to present a common message to the customer for all post-sales activities
• Managing a larger number of Skala commercial shipping customers
• Interact directly and often with the customer to maintain a strong relationship and to ensure that a consistent high-quality service is provided
• Collaborate with the internal teams to ensure that SLA’s and KPI’s are achieved and customer expectations for service quality, resolution timelines and customer satisfaction are realized
• Perform incident and fault trend analysis to identify potential service improvements
• Facilitate periodic service quality review meetings with customers 
• Plan and coordinate periodic preventive maintenance activities required under the relevant SLA and communicate to the customer in a prompt and timely manner all planned service changes and associated outages
• Act as Voice of the customer and provide feedback internal teams on requested features or enhancements, technical challenges, and customer support services
• 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 
• Lead and/or support the effort to develop and implement process and procedures based on best practices that enable the operations team to perform their responsibilities in a more efficient and cost savings manner
• Report on the operational performance internally 
• Manage the customer specific operations & maintenance budget

YOUR PROFILE:

Must Have

• Bachelor of Science degree (preferably in Engineering, Technology, Computer Science or Information Systems) or equivalent experience required
• Hands on knowledge of the implementation of satellite-based networks
• Familiar with VSAT communications systems and the iDirect Evolution and/or Velocity platforms
• 5 - 8 years’ relevant experience in a project management, business management, service delivery and/or account management role
• 5 - 8 years’ relevant experience in the passenger cruise line and/or customer service business areas
• Proficient in Microsoft Office skills, including Microsoft Project
• Satellite industry and enterprise networks insight
• Hands on knowledge of the implementation of satellite-based networks is strongly desirable 
• Willing to travel and interface directly with clients, up to 25% of the time
• ITIL Certification, preferred but not required

Nice to Have

• Strong verbal and written communications skills coupled with presentation skills
• Project management and organization/coordination skills
• Sense of urgency, initiative and competitive drive to get things done
• Resourcefully working through or around anything blocking things that need to be accomplished
• Ability to work in a fast pace environment

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.