Manager, Customer Services

PRIMARY RESPONSIBILITIES

• 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
  • Write, coordinate, negotiate and maintain service agreements with Customers being either SES-internal or external commercial/institutional entities
  • Provide – when contractually agreed – service reports presenting past activities and upcoming objectives

• Takeover or set-up services that follow an already completed project phase, thus requiring the close collaboration with the Project Manager in charge of the project phase as well as the Level 1-2 desks for operational readiness
• Interface Customers and collect requirements for the set-up, monitoring and updating of Service Level Agreements;
• Coordinate with other functions (Project Control, Legal, Finance) for the transparent and effective realization of the services

• Manage Customer relationships: Build and maintain the relation with the Customer; Act as the point of contact (supported by SES back-end) towards the Customer for all matters, such as Service escalations, KPIs, negotiations, upgrades, contracts, financial aspects, etc.
• Document and communicate customer needs, project status, exceptions and resolutions
• Use professional service / project management tools and other usual office tools as appropriated to report and document service and/or project realizations
• Actively track costs and maintain the baseline P&L of the designated projects/services
• Upselling & Actively tracking program revenue streams and contribute to the ongoing development of new revenue opportunities, both product and service
• Highlight and communicate to the Sales team for any upsell opportunities based on the customer relation and interactions
• Travel as required to visit Customers, Vendors, Partners and attend exhibitions, conferences, workgroup meetings as deemed necessary

COMPETENCIES

• Excellent team player
• Proactive approach towards existing and potential customers
• Strong organisational skills and ability to prioritise, meet goals and provide results
• Ability to work independently with minimal supervision and to integrate into international and cross-functional teams
• Effective analytical abilities
• High level of integrity and work ethic
• Commitment to professional and personal development
• Ability to work effectively under pressure without compromising professional standards
• Excellent communication and presentation skills
• Ability to clearly explain complex technical issues to non-technical people

• Master’s Degree in RF, Electronics, Telecommunications Engineering, Information Technology or equiva-lent
• Minimum of 5 years of applicable working experience in service management of satellite telecommunica-tions systems/services
• Experienced in the daily usage of office and communication software (Outlook, MS Word, MS Excel, MS PowerPoint, MS Project…)
• Fluency in English, any other language is considered as an asset
• Willingness to travel internationally
• ITIL v4 certifications will be considered an asset
• EU nationality
• NATO/EU SECRET clearances: Candidate might be requested to undergo a security clearance proce-dure in relation to new opportunities.