Boss Professional Services

Boss Professional Services Midlands Province, Zimbabwe
20/10/2018
Contractor
MAIN PURPOSE OF THE ROLE: As a Service and Customer Success Manager you will play a key role in the success of our business. Your relationship with the customer will help to continuously improve our service operation. You will be responsible to shape the services to fit the customers' current and future needs. Dimensions: Maintaining business capabilities in line with corporate strategy Customer Contact: High levels of internal and external customer contact AREAS OF RESPONSIBILITY/TASKS: Align the service catalogue of basic and optional services with portfolio management Describe services and SLAs for customer offers Support in the calculation of services Confirm operational delivery resources and capabilities Align deviations to standard services, SLAs and conditions Continuously improve services based on customer and market demands Develop and execute the customer on-boarding to services Implement and oversee customer success plans Create a service radar to ensure that the operations also meets the future demand Establish a trusted/strategic advisor relationship with customers and work with them to establish critical goals or other KPI's Own the overall relationship with assigned customers, including initial on boarding, increasing adoption, ensuring retention and ongoing satisfaction Work to identify and/or develop up sales opportunities with new and existing customers Provide feedback back to the support teams on received service in relation to performance and quality Provide feedback back to the product management teams on key features or product limitations that are inhibiting usage and growth Provide assistance as and when required to drive the business change program requirements Act as the escalation point between the customer and support teams Monitor the service quality and integrity in accordance with customers agreements Collect regular customer feedback and initiate changes Create and maintain an innovation/service radar together with the customer Create, share and discuss with the customer regular service performance reports COMPETENCIES: Able to work with customer SLAs Able to recognize areas for improvement and implement changes Understanding of customer success plans and how to manage a customer success plan Capable of owning and managing customer relationships Capable of monitoring service quality and reporting against performance Able to communicate ideas in both technical and user-friendly language SKILLS & PERSONAL ATTRIBUTES Strong customer focus in service operations environment through a polite and friendly manner Self-motivated, target oriented and able to work with minimal supervision Thrive in a multi-tasking environment and can adjust priorities accordingly Fluent English skills Strong eagerness and ability to continuous learning Passionate about helping clients, believe in understanding customer's pain, building value and solving problems EXPERIENCE: Professional 5-7 years professional experience Proven track record of successful end customer engagement, service delivery management Leadership No leadership experience required, but beneficial Intercultural Min. 4 years' experience working in intercultural teams CAPABILITIES: Using each of the values 1 - 9, indicate the order of priority for the 9 SLF capabilities for this role Business-Results Orientation _7_ Strategic-Innovative Orientation _7_ Change Management _5_ Customer Orientation _8_ Collaboration & Influencing _7_ Intercultural Sensitivity _6_ Leadership _2_ Team Development _1_ Value Orientation _7_
Boss Professional Services Midlands Province, Zimbabwe
19/10/2018
Contractor
MAIN PURPOSE OF THE ROLE: As a Service and Customer Success Manager you will play a key role in the success of our business. Your relationship with the customer will help to continuously improve our service operation. You will be responsible to shape the services to fit the customers' current and future needs. Dimensions: Maintaining business capabilities in line with corporate strategy Customer Contact: High levels of internal and external customer contact AREAS OF RESPONSIBILITY/TASKS: Align the service catalogue of basic and optional services with portfolio management Describe services and SLAs for customer offers Support in the calculation of services Confirm operational delivery resources and capabilities Align deviations to standard services, SLAs and conditions Continuously improve services based on customer and market demands Develop and execute the customer on-boarding to services Implement and oversee customer success plans Create a service radar to ensure that the operations also meets the future demand Establish a trusted/strategic advisor relationship with customers and work with them to establish critical goals or other KPI's Own the overall relationship with assigned customers, including initial on boarding, increasing adoption, ensuring retention and ongoing satisfaction Work to identify and/or develop up sales opportunities with new and existing customers Provide feedback back to the support teams on received service in relation to performance and quality Provide feedback back to the product management teams on key features or product limitations that are inhibiting usage and growth Provide assistance as and when required to drive the business change program requirements Act as the escalation point between the customer and support teams Monitor the service quality and integrity in accordance with customers agreements Collect regular customer feedback and initiate changes Create and maintain an innovation/service radar together with the customer Create, share and discuss with the customer regular service performance reports COMPETENCIES: Able to work with customer SLAs Able to recognize areas for improvement and implement changes Understanding of customer success plans and how to manage a customer success plan Capable of owning and managing customer relationships Capable of monitoring service quality and reporting against performance Able to communicate ideas in both technical and user-friendly language SKILLS & PERSONAL ATTRIBUTES Strong customer focus in service operations environment through a polite and friendly manner Self-motivated, target oriented and able to work with minimal supervision Thrive in a multi-tasking environment and can adjust priorities accordingly Fluent English skills Strong eagerness and ability to continuous learning Passionate about helping clients, believe in understanding customer's pain, building value and solving problems EXPERIENCE: Professional 5-7 years professional experience Proven track record of successful end customer engagement, service delivery management Leadership No leadership experience required, but beneficial Intercultural Min. 4 years' experience working in intercultural teams CAPABILITIES: Using each of the values 1 - 9, indicate the order of priority for the 9 SLF capabilities for this role Business-Results Orientation _7_ Strategic-Innovative Orientation _7_ Change Management _5_ Customer Orientation _8_ Collaboration & Influencing _7_ Intercultural Sensitivity _6_ Leadership _2_ Team Development _1_ Value Orientation _7_