Service Delivery & Product Manager at Adapt IT Holdings

Job description

Client Relationship Management:

• Act as the primary point of contact for clients, building and maintaining strong relationships.
• Proactively conduct regular meetings with clients to review operational concerns, address issues, product releases and enhancements, as well as any commercial related items.  
• View client meetings not only as a platform for issue resolution but also as an opportunity to strengthen relationships and reinforce our commitment to their success.
• Offer personalized solutions and recommendations based on a deep understanding of the client's unique business requirements and industry landscape.
• Maintain detailed records of discussions, decisions, and action items from client meetings to ensure clarity and accountability.
• Provide timely follow-up on action items and commitments made during meetings, demonstrating reliability and professionalism.

Customer Consulting:

• Implement and manage a customer consulting strategy to drive product adoption, customer retention and revenue growth within the Mobile Network Operators (MNOs) top customers.
• Lead and manage a team of success consultants, setting clear expectations and empowering them to deliver exceptional value to our top tier MNO end clients.
• Define key performance indicators (KPIs) to measure the effectiveness of success consultants, emphasizing the value and frequency of client engagements.
• Actively engage with our consultants, our top-tier MNO end customers to cultivate strong, strategic partnerships. This involves understanding their business objectives, challenges, and industry trends, ensuring that our services align with their evolving needs.

Support Desk and Service Level Agreement (SLA) Management:

• Lead and manage the Customer Success Support Consultants, setting clear expectations and empowering them to deliver exceptional value to our customers.
• Monitor SLAs to ensure compliance with agreed-upon service standards.
• Analyse SLA performance data and take corrective actions as needed to meet or exceed targets.
• Formulate and communicate SLA status and performance reports to internal and external stakeholders.
• Ensure the timely and effective delivery of services by success consultants within the identified premium and platinum customer base in order to meet client requirements and SLAs.
• Evaluate and implement onboarding and support efficiencies.
• Develop innovative customer experience methodologies driving improved customer engagements.
• Execute on the partner and customer retention strategy, ensuring elements such as product adoption, billing discrepancies and usage addressed and resolved.
• Ensure consistent customer engagements.
• Drive ongoing training initiatives, serving as the custodian of knowledge development within Adapt IT as well as the MNO and their customers.
• Coordinate and collaborate with internal and the customers’ teams to resolve service-related issues and customer escalations.

Continuous Improvement:

• Identify opportunities for service improvement and efficiency gains.
• Implement best practices and processes to enhance service delivery.
• Work with teams to address root causes of issues and implement preventative measures.
• Collaborate with internal teams to develop actionable plans for continuous improvement based on the insights gathered from client meetings and performance evaluations.

Team Collaboration:

• Collaborate with internal and customer teams, including support, operations, and technical teams, to ensure seamless service delivery.
• Provide guidance and support to internal and external teams to resolve complex issues and improve service quality.

Risk Management:

• Identify and manage risks associated with service delivery.
• Develop and implement risk mitigation strategies to ensure uninterrupted service.

Product Roadmap & Planning:

• Influence and communicate on the product vision and strategy in alignment with company goals.
• Conduct market research and competitor analysis to identify opportunities and threats.
• Collaborate with stakeholders to define and prioritize features, functionalities, enhancements, and releases based on customer needs and market trends as well as revenue opportunities.
• Proactively communicate with customers on enhancements, new features, or process improvements that contribute positively to the overall service experience.

Cross-Functional Collaboration:

• Work closely with development, support, marketing, and other cross-functional teams internally and externally to ensure successful product development and delivery.
• Communicate effectively with team members and stakeholders, fostering a collaborative and innovative working environment.
• Where required provide valuable insights and support during presales engagements, ensuring alignment with customer expectations and optimizing the chances of successful sale and/or upsell.

Product Improvement:

• Utilising existing internal platforms, define and document new product requirements & enhancements, specifications, and acceptance criteria.
• Utilising existing internal platforms, define and document product bug and system issues.
• Conduct user acceptance testing (UAT) and gather feedback for continuous improvement.
• Manage the process and support team in product regression testing for pre-production and post-production software releases.
• Stay abreast of industry trends, competitor activities, and emerging technologies.

Minimum requirements

Education and Qualification

• Minimum Grade 12
• Relevant Bachelor degree is an advantage

Relevant Experience

• At least 5 years of experience within the telecoms / mobility sector.
• Minimum 5 years’ experience in customer software support and/or service account management.
• Sufficient understanding of telco mobility to fulfil the role of advisor to customers, senior Business Analysts, Developers, Support Staff and Consultants in respect of the Software.
• Preparing and building compelling business cases
• Active engagement and contribution to pre-sales initiatives, activities and RFP responses.
• Managing customer and partner expectations regarding product roadmaps which revolves around clear communication, alignment, planning and risk mitigation.
• Very strong verbal and written communication skills
• Excellent people and management skills to interact with customers,  staff, colleagues and cross-­functional teams, as well as third parties.