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Specialist, Customer Systems & Standards

Requisition Number:  13959
Contract Type:  Permanent
Location(s): 

The Hague, NL Betzdorf, LU Manassas, VA, US

ROLE DESCRIPTION SUMMARY
The incumbent is the first point of contact for questions and escalation as it relates to product systems and analytics day-to-day activities. This role is key in driving projects and initiatives to maximize the external and internal customer experience as it relates to product, working closely with the Product Systems and Analytics director your focus is supporting business integration, performance improvement (internal and external CX) and (commercial) operational efficiency and effectiveness.

 

Extended Job Description:

 

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

  • Provide project leadership, and direct activities for projects executed by the Product Systems and Analytics team, including documenting requirements, analysis, definition, development, testing, training, and documentation
  • Suggest, define and/or manage innovative ideas for SES improving overall customer-facing business systems, processes and performance related to Product Systems and Analytics (e.g., Self Service, Product Catalogue, Unified API dependencies, Unified Customer Portal, etc.)
  • Ensure that Product Systems and Analytics projects for SES Product are documented, communicated, and coordinated with initiatives in other areas of SES
  • Act as an escalation point for incidental and structural Product Systems and Analytics issues
  • Ensure products created through our SLC process can be created in our CRM and ordered internally and externally by guiding Product Managers
  • Make recommendations to optimize customer fulfillment, through a continuous improvement mindset (e.g., evaluate our customer-facing modules of Dynamics 365 and CRM.) 
  • This role requires close cooperation with the functional Business Leads and Subject Matter Experts using or depending on CRM, CRM users, SES IT and SES Management.
    • Gain agreement with Product Leadership stakeholders on priority, scope, objectives, and business requirements to meet the business needs of the Product team
    • Utilize data to optimize performance and reporting- minimizing one-off products
    • Assist the business with the development of business cases for projects requests involving all functions of SES

 

COMPETENCIES

  • Ability to act independently and communicate professionally at various levels within SES organizational structure with the ability to deal with a wide range of internal customers coming from all areas, divisions, and regions of SES
  • Solution-oriented approach to problem-solving with the ability to balance short-term wins with long-term strategy
  • Ability to organize, prioritize and handle multiple time-sensitive tasks in a demanding environment in a pragmatic manner while remaining focused on the big picture
  • Positive, "can-do", "make it happen" attitude: proactive; negotiator
  • Strong, clear, and candid communicator; effective presenter with excellent verbal and written communication skills, fluency in English 

 

QUALIFICATIONS & EXPERIENCE

  • At least Bachelor’s degree and 7 years extensive expertise gained in a cross-functional international project management environment with proven track record of successfully handling multiple simultaneous complex projects involving substantial operational and financial risks as well as budgets
  • Knowledge of Product, marketing, sales, service delivery and reporting processes in a telecommunications or media company 
  • PowerBi experience or ability to learn
  • Strong Microsoft Suite competency MS Project, Excel, PowerPoint, Teams
  • Excellent background and experience with IT related matters is considered an advantage with the ability to perform various operational and technical tasks 
  • Desired CRM application knowledge and experience are considered an advantage notably in developing and integrating new processes and functionality
  • Human-Centered Design experience is a plus

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 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.

 

In conformity with U.S. Government technology export regulations, including the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR), and/or other applicable U.S. law, regulation or other requirements imposed by the U.S. Government, certain positions may require U.S. Citizenship, status as a lawful permanent resident of the U.S. or a “protected individual” as defined by 8 U.S.C. 1324b(a)(3), or eligibility to obtain the required authorizations from the U.S. Department of State or U.S. Department of Commerce.

 

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