Customer Service Manager

?Drive service review meetings with customers covering performance, service improvement, service quality and processes
?Drive and coordinate customer escalation internally within Professional Services and be available during incident and problem resolution
?Enhance the business and continuously improve quality and performance of delivered services through first hand customer feedback
?Identify contract renewals
?Make recommendations for service improvements
?Identify customer training needs and secure training execution for existing customers in collaboration with Solution SME and Solution Sales Manager
?Close collaboration with Service Operations to drive customer satisfaction
?Support to and interaction with other jobs an functions:
?Drive and follow-up with Service Operations and NOC in regards to implementation of change requests, escalations, service quality and improvement and ticket statistics (incidents, problems etc.)
?Follow-up that SLA breach credits are paid to customers by Controlling / Finance
?Support Account Management in providing input for billing (e.g. transactions), reports of customer performance and satisfaction
?Continuous alignment with Account Management in regards to ongoing customer activities
?Collect feedback from Regional Head Service & Solution Sales on customer requirements around solutions, products and services from the market
?Conduct technical workshops, present technical solutions/use cases and perform training and consulting services with customers in collaboration with Solution Sales Managers and Solution SMEs
?Communicate with Solution SME for support on change requests, renewals, upgrades of deals in regards to technology, training and consulting
?Manage time in accordance with planned and assigned activities to ensure accuracy and quality in planning
?Follow Professional Services global policies, procedures and tools
?Meet and consider compliance and information security requirements in customer service communication and change requests
?Evaluate, improve and add applicable work instructions
Identify and address day-to-day continuous improvement activities towards Regional Service Quality ?Manager and/or supervisor for further action, related to tools, procedures and compliance fulfilment
?Timely and accurate time reporting

JOB REQUIREMENTS

General education and experience

?Bachelor’s Degree in Business, Engineering or equivalent experience or education
?A minimum of two years’ experience as a service manager or in similar position, preferably within in an international telecommunications or IT services environment working with large customer accounts
?Experience of writing customer reports and proficiency in technical dealings with customers over phone and in meeting
?Experience from technologies associated with networks, infrastructure, operating system, databases and application
?Experience in working and collaborating across different organizational units internally
?Telecommunications and/or Payment industry experience
?Experience with working across different cultures
?ITIL Foundations v3 certified
?Preferably experience in R&D or IT

Additional education and experience for intermediate position

?A minimum of 4 years experience as a service manager or in similar position
?Preferably experience in R&D or IT

Additional education and experience for senior position

?A minimum of 6 years experience as a service manager in similar position
?General knowledge and skills

Service knowledge

?Understanding of software services, solution portfolio
?Customer service skills and service minded
?Client advocacy
?Soft selling techniques, to e.g. identify upsell opportunities
?Understanding of IT, cloud technologies and security information systems
?Accustomed to work with short deadlines in customer engagements
?Initiative to drive matters to closure
?Excellent reporting skills
?Proven ability to develop executive relationships
?Driver mentality, strong sense of ownership
?Able to understand and motivate people to towards common aims
?Negotiation skills
?High integrity
?Solution-oriented mindset
?Ability to adapt to changes
?Ability to follow given processes, procedures and work instructions
?Strong verbal, written communications and listening skills, and effective presentation skills
?Fluent written and spoken English

Additional knowledge and skills for intermediate position

?Deep understanding of software services, solution portfolio
?Excellent customer service experience/skills

Additional knowledge and skills for senior position

?Excellent soft selling techniques, to e.g. identify upsell opportunities
?Excellent ability to develop executive relationships
?Highly developed driver mentality
?Excellent negotiation skills