Role Description Summary
The Customer Service Manager (CSM) role is a customer facing position with responsibility for direct interaction with the customer while overlooking the lifecycle from implementation and during service delivery.
The CSM owns the customer relationship on behalf of the Global Services organisation from Post Sales activities to service delivery and ongoing operations and maintenance support.
The CSM is responsible for managing the program delivery, maintaining operational performance and SLA’s, and driving service quality.
The CSM is the key Voice of the Customer within SES Video for all Post Sales customer journey touchpoints, understanding what each customer values the most in terms of operational support and ensuring that the whole SES Video team interfaces with the customer to drive service quality to maintain and enhance revenue.
Also acting as Voice of SES’ towards the customer to balance SES’s capabilities and customers’ demands to meet and over exceed expectations and ensure smooth service delivery within a standardized environment.
The CSM plays an important role in maintaining current business and securing new business. The CSM will be the main services leader driving the relationship with the customer and will have frequent interaction with the customer onsite and remotely.
Extended Job Description :
Pre-Sales Support - Support Solution Engineering & Sales during Pre-sales phase by developing 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 - managing timelines, milestones and deliverables in front of the customer and internally
Operations Management - Oversee the ongoing operations and maintenance of services 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
Voice of SES To ensure expectation management and smooth service delivery in a standardized environment
Quality Assurance - Facilitate service quality, performance and business reviews with the Customer
New Business Support revenue growth by identifying opportunities for new services and upgrades towards SES Video Commercial
Input for Pre-Sales quotes
Implementation and delivery of New Services / Service Upgrades
Ensure the delivery of Customer Operations Performance Reports (Weekly & Monthly of SLA performance and other Ops items) / Customer Adhoc Reports on time and in the expected quality
Quarterly Business Reviews
Change Requests and Implemented Changes
Developing a trusting, professional relationship with the customer
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 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
Sense of urgency, initiative and competitive drive to get things done
Resourcefully working through or around anything blocking things that need to be accomplished
Attitude to drive a continuous improvement process
Ability to work at in a fast pace environment
Willing to travel and interface directly with clients, up to 30% of the time
Overlooking the European market and processes of the customer and being consultant to optimize his business
Fluent English and French is mandatory, German would be beneficial and other additional languages welcome
Qualification & Experience
Bachelor of Science or Business degree (preferably in Engineering, Technology, Computer Science or Information Systems) or equivalent experience required
A minimum of 5 years’ relevant experience in a project management, business management, service delivery and / or account management role
Project management skills appreciated
Proficient in Microsoft Office skills
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
Access to Microsoft Azure training suite
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, colour, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or other characteristic protected by local, state, or federal law.