Senior Specialist Customer Value Management - East London at Liquid Intelligent Technologies

Role Purpose

Service Management (SM) is a customer facing function in the customer services arena. The SM is the single point of contact for all customer issues and are to facilitate delivery, service management and retention of contracted services. This is a senior role to manage complex high end and spend customers R1 000 000 mil MRC and up. This is a high-profile engagement role.

Role Description

ALWAYS CUST FIRST – NPS AND CSAT

Identify areas for improvement of overall customer experience in a more complex network / IT environment (multiple service in the customers complex architecture). Implement action plans and act on Surveys and Transaction Feedback
Customers must be called back within 48 hours of poor service instances tracked on the Voice of the Customer system
CSAT must be above 85% on your specified service managed accounts, this will be measured by the surveys monthly and quarterly. Service Management customer contact details to be maintained on SFDC for surveys (these must be updated on a monthly basis).Engage with Senior Management to Executive level customer stakeholders to discuss account health for strategic direction and incident resolution, (Platinum customers to be monthly R1mil and up) and captured on SFDC as a trip).

CUSTOMER RELATIONSHIP MANAGEMENT

Monthly billing meetings to be held with customers and captured on SFDC as a trip. As an output of Service Reviews and meetings all necessary documents and minutes are to be distributed to customers and saved on the Share point portal under the customer name (latest and greatest).Service Managers are to address Senior Level stakeholders contract queries and ensure delivery of services per contacted requirements, which includes inputs and compilation of Contracts/MSA’s and complex negotiations with the customer. Engage with and resolve Senior customer stakeholders to address complaints and escalations. Senior Service Manager to engage and resolve these queries timeously and with customer satisfaction and retention. The aim in addressing these queries is aimed at ensuring customer retention.

PROACTIVE CUSTOMER SERVICE AND SUPPORT

Platinum and Priority customer SLA’s are more complex and stringent than standard customers and the impact of outages can lead to reputational damage to the customer brand, therefore outages must be resolved timeously. Besides the reputational risk is that if outages are not resolved could lead to thousands of customer staff not being able perform their duties. Resolution of core tasks as defined in SFDC within Target Turnaround Time (TTT) i.e. RCA and SIP creation 5 working days from closure of the incident, for any other query (action item) that comes in during a rolling month is to be completed within that month).Continuous Improvement – perform proactive customer service audits, identify design short falls and implement solutions before issues highlighted by the customer - 3 per month. The projects undertaken by the larger customers are more complex and require a higher level of accountability and responsibility. Also note that the engagement is with more stakeholders and not just one or two….so the co-ordination is a lot more complex. Effectiveness of individual project assigned by the Senior Manager.

OPPERATIONAL SUPPORT MANAGEMENT AND CONTINUAL IMPROVEMENT

High profile customers require dedicated and holistic attention so as not to churn and the relationship must be nurtured. Service Managers are to maintain a churn and erosion report on their specified accounts and develop plans to prevent churn. As the Service Manager on high profile accounts and considering that engagement is on Senior and Executive management level quality RCA report compilation is of paramount importance. These customers have complex technical landscapes and require in depth analysis of problems to be undertaken. The SM will be called on to drive and vet the Major Event RCA's from time to time and quality will be measured. Debriefing or post mortem conducted with the customer post Major Events. Implement Root Cause corrective measures identified in the RCA.Repeat incident analysis (flagged and SIP initiated as required)Reduce the number of SLA credits being paid to customers. Maintain Billing Inventory Lists (via One view) ensure no billing errors result in credits. Billing disputes logged and resolved timeously (within actions TTT).

FISCAL EFFICIENCY
Clawbacks / revenue leakage – engage with customer decision makers and influencers to secure revenue. Upsell / cross sell opportunities – strategically engage with customer’s architects and sales representatives to maximise opportunities and direct and support customers expansion and delivery requirements. Identify Cost Saving initiatives within your assigned account base or within Liquid and assist in implementing the initiatives.

Role Requirements

• IT / Networking Formal Qualification (3yrs Diploma/Degree): Essential
• Project Management:Desirable
• ITIL v 3: Essential
• A minimum of 12 years in the ICT sector of which min 6 years must have been spent in the telco environment: Essential.
• 10 years Relationship Management experience and dealing with customers at all levels is a requirement: Essential.
• 5 years Contract and SLA management:Essential
• 5 years Must have been a service manager on complex outsource accounts: Essential.
• All Appointments are subject to the Labour Legislation in the respective country.