Manager, Customer Services

ROLE DESCRIPTION SUMMARY

The Customer Service Manager is responsible for the successful management and provisioning of service contracts. This can include also support to the Sales team for the attraction of new opportunities in the domain of services. The incumbent is responsible for guaranteeing that the services are deliv-ered to the customer at the desired levels of quality and to engage and coordinate with all internal stake-holders for this purpose. 
The mission consists in the successful management of various services that will support SES Techcom to generate recurrent revenues based on multi-year service agreements in the domain of Satellite Com-munications and network services. Customers are mainly of institutional nature. On a day-to-day basis, the incumbent will mainly collaborate with the SES technical and commercial entities.

PRIMARY RESPONSIBILITIES

Pre-Sales & set up phase

• Closely work with the Sales team in order to support the definition of the sales strategy for the accounts under responsibility
• Support the attraction of contracts by supporting the various “request for proposal” (RFPs) phases like proposal preparation, proposal handover and negotiation, contract set-up, etc. Support or manage the set-up of cost/pricing sheets in the frame of proposal set-up and with respect to contract realizations
• Review technical SOW’s as developed by the SE’s / Solution Lead as appropriate to the customer needs and project requirements
• Either support or be responsible to:
  • Write, coordinate, negotiate and maintain service agreements (KPIs) with suppliers and subcontractors being either SES-internal or external entities
  • Write, coordinate, negotiate and maintain service agreements with Customers being either SES-internal or external commercial/institutional entities
  • Provide – when contractually agreed – service reports presenting past activities and upcoming objectives

Service delivery

• Takeover or set-up services that follow an already completed project phase, thus requiring the close collaboration with the Project Manager in charge of the project phase as well as the Level 1-2 desks for operational readiness
• Interface Customers and collect requirements for the set-up, monitoring and updating of Service Level Agreements;
• Coordinate with other functions (Project Control, Legal, Finance) for the transparent and effective realization of the services

Reporting & Customer Management

• Manage Customer relationships: Build and maintain the relation with the Customer; 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, financial aspects, etc.
• Document and communicate customer needs, project status, exceptions and resolutions
• Use professional service / project management tools and other usual office tools as appropriated to report and document service and/or project realizations
• Actively track costs and maintain the baseline P&L of the designated projects/services
• Upselling & Actively tracking program revenue streams and contribute to the ongoing development of new revenue opportunities, both product and service
• Highlight and communicate to the Sales team for any upsell opportunities based on the customer relation and interactions
• Travel as required to visit Customers, Vendors, Partners and attend exhibitions, conferences, workgroup meetings as deemed necessary

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
• Commitment to professional and personal development
• Ability to work effectively under pressure without compromising professional standards
• Excellent communication and presentation skills
• Ability to clearly explain complex technical issues to non-technical people

QUALIFICATIONS & EXPERIENCE

• Master’s Degree in RF, Electronics, Telecommunications Engineering, Information Technology or equiva-lent
• Minimum of 5 years of applicable working experience in service management of satellite telecommunica-tions systems/services
• Experienced in the daily usage of office and communication software (Outlook, MS Word, MS Excel, MS PowerPoint, MS Project…)
• Fluency in English, any other language is considered as an asset
• Willingness to travel internationally
• ITIL v4 certifications will be considered an asset
• EU nationality
• NATO/EU SECRET clearances: Candidate might be requested to undergo a security clearance proce-dure in relation to new opportunities.