Manager, Customer Services
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ROLE DESCRIPTION SUMMARY You are responsible for supporting the attraction as well as for the successful management and pro-visioning of service contracts.

You are responsible for identifying the required resources and managing the various internal / external contractors and suppliers in an integrated approach towards the customers.

The mission consists in the successful management of various services that will support SES Tech-com to generate recurrent revenues based on multi-year service agreements in various domains like equipment / system hosting, satellite teleport services, satellite VSAT network services.

Customers are mainly of institutional nature. On a day-to-day basis, you will mainly collaborate with the SES technical and commercial entities.

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS Support the attraction of contracts by supporting the various request for proposal (RFPs) phases like proposal preparation, proposal handover and negotiation, contract set-up, etc.

Takeover or set-up services that follow a project phase, thus requiring the close collaboration with the Project Manager in charge of the project phase Case dependent, also support and / or manage the project phase Manage Customer relationships Either support or be responsible to : Write, coordinate, negotiate and maintain service agreements (KPIs) with suppliers and subcontractors being either SES-internal or external entities Write, coordinate, negotiate and maintain service agreements with Customers being either SES-internal or external commercial / institutional entities Provide when contractually agreed service reports presenting past activities and upcoming objectives Interface Customers and collect requirements for the set-up, monitoring and updating of Ser-vice Level Agreements Review technical SOW’s as developed by the SE’s / Solution Lead as appropriate to the customer needs and project requirements Document and communicate customer needs, project status, exceptions and resolutions Use professional project management tools and other usual office tools as appropriated to report and document service and / or project realizations Support or manage the set-up of cost / pricing sheets in the frame of proposal set-up and with respect to contract realizations Coordinate with other functions (Project Control, Legal, Finance) for the transparent and effective realization of the services Actively track projects costs and maintain the baseline P&L of the designated projects Support the yearly preparation of SES Techcom Operational Expenses budgets Actively track program revenue streams and contribute to the ongoing development of new revenue opportunities, both product and service Closely work with the Sales team in order to support the definition of the sales strategy for the accounts under responsibility Highlight and communicate to the Sales team for any upsell opportunities based on the customer relation and interactions Provide inputs for internal weekly reports including inputs into timesheet reporting systems Follow up and understand the evolution of products and systems market Promote SES and SES Techcom Products and Services in the Satellite Industry and Satellite Communication markets Travel as required to visit Customers, Vendors, Partners and attend exhibitions, conferences, workgroup meetings as deemed necessary COMPETENCIES Excellent team player Proactive approach towards existing and potential customers Strong organisational skills and ability to prioritise, meet goals and provide results Ability to work independently with minimal supervision and to integrate into international and cross-functional teams Effective analytical abilities High level of integrity and work ethic Commitment to professional and personal development Ability to work effectively under pressure without compromising professional standards Excellent communication and presentation skills Ability to clearly explain complex technical issues to non-technical people QUALIFICATIONS & EXPERIENCE Master’s Degree in RF, Electronics, Telecommunications Engineering, Information Technology or equivalent Minimum of eight years of applicable working experience in engineering, implementation, monitoring of telecommunications systems / services Experienced in the daily usage of office and communication software (Outlook, MS Word, MS Excel, MS PowerPoint, MS Project )...

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