Manager, Customer Services

Customer Services Manager

ROLE DESCRIPTION SUMMARY

The Customer Service Manager is responsible for the successful management and provisioning of service contracts. This can include also support to the Sales team for the attraction of new opportunities in the domain of services. The incumbent is responsible for guaranteeing that the services are deliv-ered to the customer at the desired levels of quality and to engage and coordinate with all internal stake-holders for this purpose.

The mission consists in the successful management of various services that will support SES Techcom to generate recurrent revenues based on multi-year service agreements in the domain of Satellite Com-munications and network services. Customers are mainly of institutional nature. On a day-to-day basis, the incumbent will mainly collaborate with the SES technical and commercial entities.

This is a fixed-term 12 month contract.

PRIMARY RESPONSIBILITIES

Pre-Sales & set up phase

• Closely work with the Sales team in order to support the definition of the sales strategy for the accounts under responsibility
• Support the attraction of contracts by supporting the various “request for proposal” (RFPs) phases like proposal preparation, proposal handover and negotiation, contract set-up, etc. Support or manage the set-up of cost / pricing sheets in the frame of proposal set-up and with respect to contract realizations
• Review technical SOW’s as developed by the SE’s / Solution Lead as appropriate to the customer needs and project requirements
• Either support or be responsible to :

Write, coordinate, negotiate and maintain service agreements (KPIs) with suppliers and subcontractors being either SES-internal or external entities

Service delivery

Reporting & Customer Management

COMPETENCIES

QUALIFICATIONS & EXPERIENCE

SES and its Affiliated Companies are committed to providing fair and equal employment opportunities to all. We are an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law.

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