A leading telecommunications company have an exciting job opportunity for a Customer Enterprise Manager to join their team in Johannesburg .
You will develop and implement Service Management processes for new Group Enterprise Customers, develop and provide playbook to Group Customers and be accountable for Customer training for services.
Does this seem like the perfect challenge for you? Keep reading!
Your key job responsibilities as the Customer Enterprise Manager in Johannesburg will include :
Accountable to develop customer specific solutions and SLAs by coordinating with customers, project team Global account managers, service managers, Account managers, architects, and service management teams
Develop and provide customers with playbook for services offered
Train customers on playbook
Manage handover between project and operations team
Produce SLA reports intended for Group Senior Management and MNC customer’s consumptions as directed and required, during the transition and handover phase between project and operation team
Define and implement customer specific SLAs and service models
Define, measure and monitor agreed SLA’s and KPI’s for key enterprise customers till handed over to Service managers post smooth transition
Handover Customer Service management for new services to Service Managers
Participate in presales activities along with Global Account managers to upsell and cross sell services like connectivity, IoT, Cloud, UC, Security, etc.
as defined by products team
Participate in RFPs, and provide technology solutions for response
Define Technology service requirements including business and technology integration and automation processes to improve customer experience
Requirements for this Customer Enterprise Manager job in Johannesburg :
Minimum of 4 year tertiary degree
Relevant Service management certification
Fluent in English. French would be advantageous
Minimum 5 years of experience in customer service management
Prior professional services / consulting background
Worked across diverse cultures and geographies advantageous
Experience working in a small to medium organization
Experience in global / multinational enterprise, coupled with working in emerging markets
Proven track record of business improvement and strategy development