Customer Services Manager
4주전에
Why this job matters
This role is a vital part of the management team for BT's broader Global organisation.
This role leads Global's Service relationship activities end-to-end with a customer or portfolio of customers. It is focused on ensuring best-in-class operational excellence and leading stakeholder engagement to drive an improved customer experience.
Working closely with your customer to understand their business objectives, act as their trusted advisor, and manage the relationship between Operations, the front office and the customer. Responsibility for maximising the value derived from the services.
Regular proactive engagement with your customer, understanding their industry and goals. Additionally, you'll work effectively and collaboratively with other managers and leaders across the broader BT organisation to drive customer and BT's success.
What You’ll be doing – your accountabilities
To manage and develop the overall operational relationship on behalf of BT, forging strong working relationships with customer (s) at mid to senior levels. Proactively identifies opportunities for improvement and transformation across the account(s) to maximise value and customer experience Accountable for engaging the correct owners and resolver groups to resolve customer issues and escalations Acting as the trusted advisor, managing expectations bidirectionally against master service agreement (MSA), educating customers on BT process and services, negotiating mutually beneficial outcomes, and mitigating against potential conflict. Ability to enable cross-functional collaboration. Ensuring the appropriate actions are successfully delivered by the responsible teams across BT for account level issues or where systemic issues are identified, engage the support of the Customer Operations team. Providing in-life feedback, guidance and direction across BT to ensure customer intimacy and alignment to business objectives Oversight for the end-end operational performance and be accountable for the SLA, maximising opportunities to reduce penalties and service credits within the agreed cost envelope and SLA parameters through operational excellence Executes the Service Strategy with Customer Operational Lead (COL) for their customer (s), through a deep understanding of the Customer(s) market, identifying emerging trends and priorities Ensure ITIL governance best practice is adopted across the customer contracts Be prepared to eventually visit customer on their premises locally or internationallySkills required for the job
Self-driven, self-motivated, enthusiastic, with a “can do” attitude for finding creative solutions. A strong blend of analytical decision-making and creative problem-solving skills Has the ability to attain an in-depth knowledge of customer environments, including their systems & applications locally and general globally. Has strong situational leadership skills and can work autonomously but should be an integral part of any team Ability to easily transition from technical details to strategic planning Accept feedback and develop self-awareness. Navigate relationships openly and honestly, sharing knowledge and information to directly benefit or support others. Deliver simple communications and inspiring messages, always considering different perspectives. Emotional intelligence and conflict management skills Strategic and Critical Thinking, and Negotiation skills Strong interpersonal and collaboration skills Possesses the ability to work under pressure and rally teams around time sensitive objectives Presentation & Communication Skills Proficiency in Korean, to speak to the customers as necessary. Knowledge of networks and service managementExperience you would be expected to have
Bachelor’s degree or equivalent in relevant field – Mandatory Experience in meeting the customers’ needs in line with the business requirements – Mandatory Experience with development of solution processes – Mandatory ITIL knowledge – Mandatory Microsoft Excel & PowerPoint - Mandatory Time and priority management - Mandatory Fluent English & Korean - Mandatory 7+ years of relevant experience working with customer facing role - Preferred Experience in mentoring, coaching and training a team – Preferred Certificate with Industrial Engineer Information Communication (정보통신산업기사) - Preferred Deep understanding of Service Management best practices frameworks such as ITIL - Preferred Experience in telecom or managed-services knowledge (e.g.: LAN, WAN, IPT, Security, Cloud, Conference, etc.) - Preferred Experience with project management methodology and techniques - Preferred Experience on customer satisfaction methodologies – Preferred Knowledge on continuous and service improvement technics such as Lean, Six Sigma Green Belt, Etc – Preferred Agile framework familiarity - Preferred Data Analytics tools - PreferredConnected leaders behaviours
Customer Champion – You put the customer first and understand their needs. Listen deeply to what they say, watch what they do and use their insights to make changes that deliver customer brilliance. Change agent - You support change initiatives locally, adapting quickly and delivering change effectively. Collaborative partner - You develop great working relationships with stakeholders, sharing knowledge and collaborating.Key decisions
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