Customer Experience Manager

il y a 2 semaines

SintNiklaas, Belgique ST Engineering iDirect Temps plein

Overview:
ST Engineering iDirect is a global leader in satellite communications (satcom) providing technology and solutions that enable its customers to expand their business, differentiate their services and optimize their satcom networks. Through the 2019 merger with Newtec, a recognized industry pioneer, the combined business unites over 35 years of innovation focused on solving satellite’s most critical economic and technology challenges and expands a shared commitment to shaping the future of how the world connects. With your talent and energy paired with our vision and technical leadership, the most fulfilling work of your career is waiting for you at ST Engineering iDirect The sky is truly the limit

We are seeking a talented, experienced, and proven** Customer Experience Manager** that has a passion for customer service/journey management from pre to post sales. We need someone who is highly motivated in delivering great customer experience through developing a voice of the customer relationship and insight to ultimately becoming a trusted advisor, always striving to improving the experience and always focused on delivering value.

**Responsibilities**:
As a Customer Experience Manager, you are accountable for the full end to end service lifecycle management of our customer services, ensuring all other internal teams as well as external partners responsible for the delivery of services are seamlessly working as one to always deliver exceptional customer experience and value to our customers.

You are responsible for sustaining and growing existing customer revenue working directly with customers and commercial teams in driving growth as well as seeking and developing new opportunities in existing but also new markets.

You are responsible for collecting and transforming data from multiple sources into reports for use both externally with customer as well as internally to gain greater insight to drive good decisions on continual service improvements and customer journey experiences.

Qualifications:
**EDUCATION**:
Bachelor or master’s degree or proven experience in Information Technology/Communication sciences and 5 years of relevant experience in a similar position.
**SKILLS & QUALITIES**:

- Customer focused collaborator with a goal to become a Trusted Advisor.
- Ability to translate the voice of the customer into technical solutions & service value.
- Ability to communicate and collaborate at multiple levels, internally and externally.
- Strategic, logical data driven solutions leader.
- Project management experience and methodologies background
- Excellent communication skills both written & verbal (Business English).
- Objective driven with focus on measurable achievements.
- Strong problem-solving team player.
- Must be a self-motivated individual with both technical and soft skills abilities.
- Keeps up to date with industry trends and best practices.
- Promotes and inspires customer value through continual service improvement governance
**POSITION SPECIFIC REQUIREMENTS**:

- Commercial experience working both externally and internally on large and complex RFI’s, RFP’s, SOW’s, customer contracts from developing, collaborating, and managing perspective.
- Always working collaboratively with account management in sustaining, developing and growing revenue.
- Customer service management experience both externally and internally.
- Internal & external partner/vendor management experience working to deliver operational business requirements both technically and commercially.
- Ability to measure every aspect of the service, from customer experience to the multiple internal/external services to see the big picture and sources that make up the service value. Driving, owning, and using the data for proactive continual service improvements every day.
- Transforming customer relationship management to trusted advisor status through proactive service improvement and transparency throughout the service lifecycle.
- Proven experience in customer service management.

**ADDITIONAL SKILLS**
- ITIL service management certifications or proven experience.
- Agile Project management certifications.
- Customer experience certifications.

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