Client Experience Manager
Teraco
JHB East Rand, ZA
3d ago

The Client Experience Manager role is to provide potential and existing clients with exceptional services. They identify client needs, respond to client queries, and collaborate with internal departments to optimize client services and brand awareness.

This role is responsible for tracking all points of client engagement, engaging with clients to ensure their experience is to Teraco’s standards and identifying ways to improve client experience.

The Client experience manager will focus on driving organizational learning, change management, complete root cause analysis and corrective action, creativity, improvement, client-centricity and momentum.

  • This role is also responsible for management of the service delivery and service desk departments. The Service Delivery Department is responsible for non-standard client solutions, non-M&E drawings, oversight of client deployment project management;
  • data centre power capacity planning, technical training of service desk, strategic operational client relationship management, new DC deployment client usability / DC readiness, reservation map management, driving system enhancements for greater efficiencies and new product operationalisation.

    The service desk is responsible for all client engagement post sale, including project management of non-standard deployments, and includes an afterhours service desk

    KEY RESPONSIBILITIES

  • Client Experience Champion
  • Tracking client experiences across online and offline channels, devices, and touchpoints e.g. surveys, reception, industry conferences, annual electrical maintenance events etc.
  • Analyzing client feedback on service, complaints, compliments and surveys and collaboratively identify areas of improvement and drive implementation thereof.
  • Collaborating with IT developers, as well as the infrastructure management operations, security, marketing (including the UI Specialist), and sales teams to enhance client services and brand awareness.
  • Aligning client experience strategies with marketing initiatives. as well as informing clients about new product features and functionalities through service desk engagement and correspondence.
  • Coordinate the various roles associated with client experience management throughout the company, minimizing silos of systems, data, assumptions, hand-offs, performance and client touch-points.
  • Identifying client needs and taking proactive steps to maintain positive experiences.
  • Ensure that the responsible persons are responding to client queries in a timely and effective manner, via phone, email, social media etc.
  • Work with each discipline across the company to reframe their objectives, roles and processes for client-centricity, i.
  • e. why clients care and how it can make a difference for clients and / or client touch-points.

  • Online channel owner
  • Maximising the use of online channels and automation of processes.
  • Co-ordinate on look, feel, effectiveness and client view of online channels, with the support of the UI Specialist and Head of Marketing.
  • Incident management
  • Act as the primary point of liaison with clients on all client related incidents (CIR incidents) including final signoff of all reports prior to routing reports to the client / or Service Delivery Manager
  • Monitor incidents to ensure SLAs are not breached
  • Identify, initiate, schedule and conduct incident reviews, if required. This requires a collaborative and leadership approach not a role where incidents reviews are driven from desktop engagements the requirement is for the incumbent to get into the detail with the involved staff members to ensure the appropriate corrective actions are implemented to address immediate and underlying root cause.
  • Perform trend analysis on client impacting incidents,
  • Ensure the complete closure of all CIR incidents occurs, with accurate records and in the shortest possible time.
  • Establish continuous improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures are reviewed and enhanced where applicable.
  • Where system enhancements are required (Ozone, Security or BMS), ensure that these undergo extensive analysis, agreement reached and UAT performed prior to implementation.
  • Prepare BCP and DPR / Incident response communication, in collaboration with the Head of Marketing, to ensure effective client communication occurs in the event of incident.
  • SLA Management
  • Track details of standard and customised SLA’s and maintain the matrix on ongoing basis;
  • Communicate to all Teraco departments SLA requirements as a starting base and then ongoing as and when SLAs change or new clients added;
  • Develop metrics for SLA measurement, including
  • Agreement with various heads of department what SLA reporting will assist in meeting SLAs and implement reporting, with distribution to departments as per agreed timelines;
  • Meet with departmental heads where SLAs are not met, and agree on an action plan to achieve SLA compliance
  • Ensure SLA reports are developed by the Data Analyst, with the exception of environmental and power reports.
  • Work with the Data Analyst to produce, analyse, review and finalise the client non-standard SLA reports and ensure distributed with agreed timelines
  • Identify appropriate dashboards that would inform Teraco teams to produce improved service, and ensure the dashboards are developed by Data Analyst and implemented.
  • ESG / Operational Risk Reporting and presentation at monthly meeting, including
  • Client complaints and incidents
  • SLA Management Performance (excluding power and environmental)
  • Performance Management and Development
  • Direct line management of Service Desk Manager, Manager of Service Delivery / Solutions team and Data Analyst
  • Staff management and development of the SDM and Service Desk Departments
  • SKILL REQUIREMENTS

  • Staff management and development skills
  • Skills in managing teams and dealing with issues across multiple departments
  • Tenacious
  • Strong verbal and written communication skills
  • Proactive problem solver
  • Attention to detail
  • Ability to work independently & as a positive team player
  • Self-motivated
  • Conducts self professionally, exhibits high levels of tolerance and patience
  • This role is expose to confidential information, and therefore requires the ability to show judgement and be a rule follower in this regards
  • Exceptional interpersonal skills and a client-centered approach.
  • Great organizational and time management abilities.
  • Superb communication, collaboration, and problem-solving skills.
  • QUALIFICATIONS AND EXPERIENCE

  • A Bachelor's degree
  • Work with each discipline across the company to reframe their charter, roles and rituals for client-centricity, i.e. why clients care and how it can make a difference for clients and / or client touch-points..
  • At least ten years' experience as a client experience manager or senior role player within an organisations.
  • Minimum of 8 years staff management and development experience.
  • Extensive experience in gathering and interpreting client experience information.
  • Solid knowledge of client engagement platforms and channels.
  • Proficiency in MS Office
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