Customer Service Manager - CSM

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JOB DESCRIPTION / ROLE

Employment: Full Time

1. To have overall responsibility for Quality of Service and Customer satisfaction for all in sourced and outsourced Services (Network, IT Services, Mobility, Voice and/or integration solutions ) provided to multi-national customers ( measured against Service Level Agreements)
2. To have overall accountability for the Quality of solutions provided to multi-national customers ( measure service provided against defined Service Level Agreements )
3. To be the customer's primary point of contact within Organization, for all Service related issues, with the exception of Incident Management, where the CSM will act as a secondary escalation point ( The GCSC will be the primary escalation point )
4. Have awareness of overall and service management profitability of their customer. May be responsible for managing services profit and loss for customer
5. To proactively identify existing customer needs, and opportunities to grow the customer relationship with the organization. Work with the account team to upsell Service Management and/or other company products and services
6. To maintain adequate knowledge of Organization’s solutions and services
7. The CSM must prepare and run Service Review Meetings with the customer on a regular basis and issues minutes. Meetings are held on both a monthly and annual basis. Within time and budget constraints, the meeting should be held in person at the customer site
8. Service improvement program ( including assistance in handling chronic incidents and incorporating necessary actions from the root cause analysis into the SIP ) CSM manages all improvement actions triggered by :
9. Quality Connect Survey ( related to any and all functional areas)
10. Customer Complaint ( including those related to customer invoices )
11. Proactive Action ( identified proactively by the CSM )
12. The CSM prepares the monthly Customer report (SLA Compliance, incidents, SIP status, capacity recommendations )
13. If the customer has subscribed to extended service delivery, reporting includes SLA & Performance and change reporting, analysis and trending
14. If the customer has subscribed to extended service support, incident reporting is included
15. The CSM handles non-commercial customer queries and escalations, including those related to billing. Commercial queries should be addressed to the account manager
16. The CSM informs the customer of any scheduled service outages initiated by the company in advance
17. CSM provides capacity analysis, forecasts and recommendations
18. CSM reviews any internal root cause analysis (RCA) applicable to their customer, and generates a customer facing RCA to be communicated to the customer
19. Any actions resulting from the RCA are included in the customer SIP and followed by the CSM Change Management
20. If the customer also subscribed to extended service support : CSM handles change requests, tracking of change implementation, change reporting and change billing
21. CSM is responsible for data integrity of customer information in all systems/tools. If error is found, CSM should correct data and/or open a Data Integrity helpdesk ticket for correction
22. CSM provided the customer with up to date technical documentation including the customer book ( Customer Operations Guide ) which takes into account changes to a Customer's solution due to organic growth and moves, add and changes
23. CSM Ensures all technical documentation ( COG, SLA, Detailed Connection List, Topology Diagram, etc ) is posted on GCDR ( Global Customer Document Repository)
24. Assists in bids and customer presentations during RFP period and during contract renewals

REQUIREMENTS

1. Degree level or equivalent ( Business or Science Degree ) ; ITIL Certification, CCNP certification
2. Customer service and project management experience
3. 4-5 years of work experience in customer-facing organizations within the telecom or IT industry
4. Virtual team management experience
5. Good level of practiced technical knowledge
6. Technical skills: Good knowledge of Network, IT Services, Mobility, Voice and/or integration solutions and technologies. CISCO certified, CCNP or Equivalent experience
7. Soft skills: good communication, negotiation, presentation, organization skills
8. Can work independently, shows initiative and pro-activity
9. Work well under pressure

ABOUT THE COMPANY

Saudi Networkers Services, incorporated in 2001 with an aim to provide the world class business and consulting services through a combination of market insight, technical excellence and unrivalled agile methodology.

Our success stems from building strong relationships and trusted partners, which enabled us delivering exceptional services to public sector, as well as some world's leading organizations, in Telecommunication, Information Technology, Cyber Security, Banking, Energy, Utilities and various other industry arenas.

We collaborate closely, ideate that how the work gets done, while working alongside businesses to collaborate on growth and applying breakthrough innovations, that drive exponential impact, managed by teams specialized in their assigned industry sectors.

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