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Customer Services Manager

Requisition Number:  12243
Contract Type:  Permanent
Location(s): 

The Hague, NL Betzdorf, LU

ROLE DESCRIPTION SUMMARY

The Customer Service Manager partners with customers to ensure success and grow their business with SES Networks’ enabling technology portfolio with key responsibility around owning the customer relationship on behalf of the services organization from presales through service delivery by building customer intimacy and establishing strong relationships.

The Customer Service Manager will own program delivery and revenue assurance across projects taking customers through to acceptance and O&M, as well as being the “Voice of the Customer” within SES Networks by understanding what each customer values in terms of support throughout the customer lifecycle and ensuring that the SES Networks team interfaces with the customer to offer coordinated support in driving revenue growth.

 

Extended Job Description:

 

 

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

  • Assist customers in specifying, procuring, and implementing products, systems, and connectivity to commence their services on the SES Networks system
  • Work with commercial teams on services pricing, scope
  • Program manages the customers through service acceptance.
  • Guide the customer through the customer fulfilment process and manage schedules and customer planning and expectations
  • Provide feedback to Product Development, Systems Engineering and Asset Management on requested features or enhancements, technical challenges, and SES Networks customer service support
  • 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
  • Be a champion within SES Networks to work with the SES Networks functional teams to develop a customer centric organization.
  • Own customer post acceptance care, ensuring that all issues are proactively managed.
  • Prepare and present to customer, through the presales stage to post acceptance service.
  • Own and accountable for region / customers projects P&L and thus being evaluated on cost performance against budget assigned

 

COMPETENCIES

  • 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 make decisions and take responsibility for them
  • Ability to work at in a fast pace environment
  • A strong communicator and a world class attitude to customer service
  • Willing to travel internationally and interface directly with clients

 

QUALIFICATION & EXPERIENCE

  • Bachelor degree, preferably in Engineering/Technology/Computer Sciences or Masters Business Administration.
  • More than 10 years in the Telecom Industry and customer facing experience and team management
  • A minimum of 3 years relevant experience in network deployment and has a strong understanding of what it takes to manage customer SLA expectations.
  • Good knowledge of satellite technology (link budgets, access methods,)
  • Hands on knowledge of the implementation of satellite based, fixed/mobile networks, fibre backbone networks, and Internet access networks in emerging markets
  • Regional market experience and business cultural awareness
  • Excellent presentation skills
  • 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
  • Excellent written and verbal communication skills in both French and English, German will be plus
  • Project management and organization/coordination skills with a history of demonstrable success.
  • Program management and/or Project management background. PMP or Prince 2 Certification, (PMP preferred).
  • Service Management background and ITIL certification would be an asset
  • Mastering financial tools (SAP, D365, ARIBA,..). Good knowledge of the usual office tools (programmatic skills would be an asset)
  • Hold a NATO SECRET Clearance is mandatory 
  • Hold a EU SECRET Clearance is bonus

 

SES is an Equal Opportunity and Affirmative Action Employer.

 

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