Customer Service Manager - Betzdorf, Luxembourg - SES

SES

Entreprise vérifiée

Betzdorf, Luxembourg

il y a 1 semaine

Posté par:

Jean Schmitz

Recruteur de beBee

Description

ROLE DESCRIPTION SUMMARY

The Customer Service Manager is responsible for the successful management and provisioning of service contracts as well as supporting new service acquisition.

In this position you will be responsible for identifying the required resources and managing the various internal/external contractors and suppliers in an integrated approach towards the customers.

You will be responsible for

_(this is not an exhaustive list)_:
Pre-Sales & set up phase

Closely work with the Sales team in order to support the definition of the sales strategy for relevant accounts
Support the attraction of contracts via the "request for proposal" (RFPs) phases like proposal preparation, handover and negotiation and contract setup
Review technical SOW's to ensure that customer needs are taken into account and that it meets the project requirements

Service delivery

With the support of internal teams, responsible for successful service delivery to customer
Engage with customers and collect requirements for setup, monitoring and updating of Service Level Agreements
Coordinate with internal functions (Project Control, Legal, Finance) for the transparent and effective realization of the services

Reporting & Customer Management

Build and maintain the relation with the customer and act as the point of contact (supported by SES backend) towards the customer for all matters, such as service escalations, KPIs, negotiations, upgrades, contracts and financial aspects
Document and communicate customer needs, project status, exceptions and resolutions
Actively track costs and maintain the baseline P&L of the designated projects/services
Highlight and communicate to the Sales team for any upsell opportunities based on the customer relation and interactions

YOUR PROFILE:

Must Have

Master's Degree in RF, Electronics, Telecommunications Engineering, Information Technology or equivalent
Minimum of seven years of applicable working experience in engineering, implementation, monitoring of satellite telecommunications systems/services
Experienced in the daily usage of office and communication software (Outlook, MS Word, MS Excel, MS PowerPoint, MS Project )
Fluency in English
EU nationality preferred
Willing to undergo a security clearance procedure as this position might require holding security clearance

Nice to Have

ITIL v4 certifications
Team player
Organisational skills and ability to prioritise, meet goals and provide results
Effective analytical abilities
Ability to work effectively under pressure
Solid communication and presentation skills

WHAT'S IN IT FOR YOU

Flexible working policy
Bonus and equity plans
Comprehensive and competitive benefits plan
A range of wellness activities and employee assistance programs
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.