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Customer Service Manager - English Speaker

Mandatory:
DESCRIPTION

The CSM provides overall service relationship governance and acts as the Customer’s trusted partner to provide oversight of the services provided by the provider. The CSM is accountable for developing and executing a service strategy that will provide outstanding client experience and create a long-term, strategic and mutually beneficial relationship between the Customer and Client.   

This includes management of Client Operations and achievement of associated Service Levels that deliver contracted business outcomes for the Customer. The CSM also has responsibility for Service Relationship Management (SRM), developing and maintaining executive client relationships and forging new relationships. The CSM provides value to the Customer through the delivery of services from transition into operations. This includes developing risk mitigation strategies that minimize business disruption. In addition, the CSM oversees the execution of the Clients Service Management governance including monitoring and reporting on the Service Level Agreements (SLA’s), Operating Level Agreements (OLA) and Underpinning Contracts (UC’s) for the Client Services. Additionally, the CSM will work through complex business and Customer challenges and collaborate in developing and implementing solutions. The overall goal of the CSM role is to partner with Customers and to be an extension of the Customer’s staff. 

REQUIREMENTS
  • Financial Management - Coordinate financial management governance and reporting with the financial billing team: including profit & loss (P&L), operating cost, net present value (NPV) and other required financial health indicators.  
  • Service Delivery – Govern the Project Management Delivery for all Client Services including Project Initiation, Execution, Pipeline Past Due and Performance Management Reporting & Analysis (PMRA)  
  • Service Portfolio Management - support the evolution of the Clients Service Portfolio to deliver growth through the pro-active management of the Customer’s IT Services Demand...   
  • Service Transition – own the accountability for ensuring all Client Services are delivered to the agreed requirements of the Customer, within the bounds of the Customer contract and to the expected level of time, quality and cost.  
  • Continual Service Improvement (CSI) – implement the Continuous Service Improvement Strategy to ensure the sustainable delivery of the Client Service Level Agreements, through the delivery of the Continual Service Improvement Plan.   
  • Candidate for the role described above will also be responsible for Client specific deliverables and performance objectives as set by the organizational leader at the beginning of each year.   
  • Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes. 
  • Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested. 
  • Participate in business meetings and general inputs in day-to-day improvements.    

 

Minimum Requirements     

  • Bachelor's degree or equivalent required. (Business Administration, Communication or Project Management focus preferred) 
  • Minimum 5 years’ experience in Customer Service, Project Management and/or Telecom 
  • Strong analytical and decision-making skills. A fast learner and must have the desire to work in a client facing environment 
  • Telecommunications knowledge/experience 
  • Proficiency with the Microsoft applications such as PowerPoint, Office, Excel as well as Google applications will be required to perform job. 
  • Must have strong interpersonal skills 

 

Preferred Requirements 

  • ITIL V3/v4 Foundation 
  • CISCO CSM 
  • Vendor (Six Sigma, Agile, ITIL, Advanced etc.) accreditation would be beneficial and highly desirable. 

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Customer Service Manager - English Speaker