Customer Enterprise Manager – Information Technology
Initiate International
Johannesburg
2 months ago

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
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