Customer Service Manager
2 settimane fa
about the roleAre you passionate about making a meaningful impact on business growth?
Do you want to play a pivotal role in maximizing value for our customers?
Then become apart of our journey, where your efforts will contribute to reshaping the landscape of customer success in the dynamic IT industry
About the role As a Customer Service Manager, you will act as aprofessional responsible for shaping apositive customer experience and driving an extraordinary operational excellence. You will serve as avital bridge between the Professional Services experts and the Sales Team.
Responsibilities: Analyzing customer data to improve customer experience; Promoting improvements programs in collaboration with key stakeholders; In cooperation with Sales/Pre-Sales, holding product demonstrations for customers; Identifying inefficiencies in customer service processes; Through use-cases, deploying automation by optimizing service processes continuously, and also reporting, servicing, change management, communication tools; Shifting service paradigm from Reactive to Proactive and from Resolution to Prevention; Promoting innovation, latest market-trends and Out-of-the-box solutions; Sustaining business growth and profitability by maximizing value for the customer and the organization.Key Accountabilities: Act as the advocate for the customer, building a relationship of trust and managing the customer experience, to increase our Net Promoter Score by ensuring our products and services meet and, where possible, exceed expectations. Focus on building loyalty to ensure a long-term client retention by supporting customer with required product information. Continuously monitor customer satisfaction, by scheduling and managing operational meetings with them. Drive Continuous Service Improvement and be accountable for the Service Improvement Program (SIP). Develop and maintain a proactive service delivery, building strong relationships, and leveraging support for new business opportunities. Responsible for the Service Development Plan and its alignment to the overall Account Development Plan. Understand the customer's business and how Orange Business can add value. Act as a trusted advisor and customer representative within Orange to ensure all internal stakeholders understand the agreed support model. Ensure the Customer is aligned and contracted to the appropriate service model. Deliver service performance reports providing evidence of delivery to contracted SLAs, running proactive tasks (traffic trend follow-up), assisting customers on tickets resolution follow-up and for any required change for product usage improvement. When required drive the efficiency of the escalation matrix to ensure service escalations or major customer incidents are managed effectively and to the benefit of the customer. Responsible for security aspects to ensure secure and compliant customer network. about you Proven work experience in Customer Success/Service Management or in a similar role. Solid understanding of the IT industry, the specific digital services offered, and the ability to explain technical concepts to customer business value creation. Experience working with brand image and promoting value through customer experience. Strong verbal and written communication skills to effectively convey information, provide guidance, address customer inquiries and concerns and foster positive business relationships. Technical skills required, as they relate to the use of the product or service. Accountability and personal organization are essential. Experience in managing a diverse group and training each according to company standards. Skills in identifying opportunities for contract renewals, upselling additional services, and cross-selling complementary products. Effective collaboration with cross-functional teams, such as Sales, Marketing, Product Development, and Support, to ensure a cohesive approach to customer success. Basic sales skills and retention strategies to maximize customer lifetime value. Education: communications, marketing or consulting degree is preferred. Certifications in Network (Cisco/Meraki), SDWAN (Fortinet), Collaboration tools (Teams, Cisco) are welcome Languages: fluent in Italian & English departmentGlobal Delivery & Operations
Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.
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