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Customer Service Manager, Video Infrastructure & Services

Requisition Number:  13823
Contract Type:  Permanent
Location(s): 

Munich (Unterföhring), DE The Hague, NL Betzdorf, LU

Role Description Summary:

As a Customer Service Manager, you will be at the heart of ensuring our customers’ success. You will work closely with colleagues across the business and take a leading role in the implementation, operations and maintenance of SES Video infrastructure and services that are delivered to the customer.

 

In this role you will:

  • Be the main point of contact for customers from Post Sales activities to service delivery and ongoing operations and maintenance support.
  • Be the key “Voice of the Customer” within SES throughout main customer journey touchpoints, understanding what each customer values and driving service quality
  • Lead and assist the development of process, procedures and tools to further advance SES Video ability to provide value added services to its customers.

 

Extended Job Description:

Primary Responsibilities:

  • Pre-Sales Support - develop the Life-Cycle SOW and P&L Inputs
  • Customer Management - Operate as the main point of contact to the customer during post-sales phase
  • Leadership in terms of project management for the delivery of new Services and upgrades - Plan, staff and manage the delivery of new services and upgrades (managing timelines, mile stones and deliverables in front of the customer and internally)
  • Operations Management - Oversee the ongoing operations and maintenance of live sites to ensure that Customer SLAs, KPIs and expectations for service quality are successfully being delivered
  • Voice of the Customer - Act as the Voice of the Customer and provide feedback to the Services Organization to ensure that customer requirements and needs are delivered
  • Quality Assurance - Facilitate service quality, performance and business reviews with the Customer
  • New Business – Support revenue grow by identifying opportunities for new services and upgrades towards SES Video Commercial
  • Process – Provide inputs to the general overarching process & procedures.  Develop (or provide inputs for) Video specific process & procedures.

 

Your Profile:

  • Strong verbal and written communications skills coupled with an ability to convey messages in an appropriate manner to both external and internal customers
  • Strong project management and organization/coordination skills
  • Ability to work under pressure, use judgement to make decisions and adapt to change
  • Self-initiative, courage, resourcefulness and pragmatism in order to identify and overcome impediments
  • World class attitude to customer service, passion and customer centric thinking
  • 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
  • Attitude to drive a continuous improvement process
  • Willing to travel and interface directly with clients, up to 30% of the time
  • University level degree or Business degree (preferably in Engineering, Technology, Computer Science or Information Systems) or equivalent experience can be considered
  • A minimum of 5 years’ relevant experience in a project management, business management, service delivery and/or account management role
  • Knowledge of media industry and European media market

 

What’s in it for you:

  • Flexible working policy
  • Bonus and equity plans
  • Comprehensive and competitive benefits plans
  • A range of wellness activities and employee assistance programmes (varies by location)
  • 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 on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or other characteristic protected by local, state, or federal law.

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