We are looking for a Service Manager (PM).
Essential Function:
Lifecycle Management:
● Serves as primary contact and life cycle manager for the assigned MNC base. Expertly manages customer support issues.
● Educate MNCs on CES process and procedures and web-based tools via the provision of appropriate on boarding information to MNCs. Educate internal departments regarding on boarding of MNCs.
● Responsible for communicating all MNC-affecting issues on behalf of CES.
● Proactively interact with assigned MNCs based on customer’s predefined service expectations, including customer site visits.
● Actively engage with the Product organization regarding meeting the needs of the service strategies within the assigned MNC based. Assure customer has a voice in the development of products.
● Build and maintain customer contacts within multiple departments for all assigned MNCs to ensure CES is well-positioned throughout the MNC organization.
● Plan and facilitate service reviews a minimum of once per quarter in conjunction with cross functional partners to provide detailed status on the main issues affecting services contracted with CES.
● On-call 24/7 support as a point of escalation as the face to the Customer for CES.
Team with Sales:
● In partnership with Sales, develop strategies for renewing and upgrading customer contracts.
● Significantly participate in account strategy sessions for account retention, penetration, and growth.
● At times, we will be called on to support new business RFPs that require Customer Care input to support the RFP for new sales initiatives.
Revenue Protection:
● Provide necessary billing information to ensure that invoices are properly prepared and submitted in a timely manner.
● Address and refer customer inquiries regarding billing, credits, and service quality issues to appropriate functional areas.
● Effectively manage resources and escalate to ensure timely resolution of all issues.
Trouble Reporting:
● Serve as escalation contact between customer and internal departments to ensure that fault management issues are resolved to the customer’s satisfaction.
Nonessential Functions:
● Provide feedback to other internal organizations, including Finance, Sales Operations, and Pre-Sales, to streamline internal processes.
● Coordinates with the International Management Center to ensure timely communication back to the customer.
● Identifies potential bottlenecks in the implementation process and provides reasonable workarounds in order to meet and exceed customer’s expectations.
Qualifications:
● Bachelor’s Degree BS Business Administration, Industrial Engineering or equivalent experience in Telecom field.
● 3+ years of customer management experience.
● 1+ Experience with Billing, Account Statements, & Financial Operations (preferred)
● ITIL v3/v4 (Information Technology Infrastructure Library Version 3/ Version 4) (preferred)
● PMI (Project Management Institute) (preferred)
● Portuguese (preferred)
Key Competencies:
● Demonstrate the ability to work in a fast-paced environment to ensure the results are achieved and/or exceeded.
● Must possess a winning attitude and demonstrate the ability be able to work effectively in a self motivated environment.
● Demonstrates a high degree of business acumen and good judgment. High emphasis on contact center business acumen.
● Using appropriate methods and a flexible interpersonal style to help build a cohesive team; facilitating the completion of team goals. Makes procedural or process suggestions for achieving team goals or performing team functions; provides necessary resources or helps to remove obstacles to team accomplishments.
● Must possess the ability to find creative and realistic ways to solve (or prevent) issues that arise.
● Must be able to apply a high level of focus on paying attention to all details and aspects of a job or process to avoid substandard outputs. Ensure that the integrity of data is always protected.
● Must be able to develop relationships with various departments to ensure information is collected in a timely and reliable manner.
● Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
● Must be able to multitask, streamline operations, and expedite processing of personnel, materials and programming.
● Speaks clearly and persuasively in positive or negative situations; Demonstrates group presentation skills; Participates in meetings.
● Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization’s goals and values; Benefits the organization through outside activities; Supports and respects diversity.
● Must be able to apply a high level of problem analysis and problem resolution skills to all matters within the scope of responsibilities. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
● Must complete weekly, monthly and quarterly reports as assigned in a clear and accurate manner.
● Determines project/assignment requirements by breaking them down into tasks; identifying equipment, materials, and people needed; and coordinating with internal and external partners.
● Must be able to self-govern day to day activities, complete job duties with minimal oversight.
● Demonstrate a high degree of strategic thinking. Identifies and fills gaps in information required to understand and address strategic issues as they emerge. Identifies the key tasks and resources needed to achieve objectives.
● Must have ability to proactively identify and address problem areas and issues; Must possess the ability to quickly assess the needs of customers.
● Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet the needs of the intended audience; Presents numerical data effectively; Able to read and interpret written information. Must be able to communicate tactfully and persuasively in all situations.
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