Customer Success Manager
il y a 4 jours
It is crucial for Proximus to offer our business customers a good experience in all the interactions they have with Proximus. This continued focus on the customer experience is a top priority for our people in all the actions we take, and we see the Customer success manager as the driving force behind the customer experience for his/her customer(s).
Integrated service or Service integration is a perfect way to achieve this goal, because a good operational service model based on the principles of Service Integration and Management (SIAM) has many advantages for the customer(s).
**Duties and responsibilities**
As a Customer success manager, you will
- Build and lead the end-to-end Service Integration & Delivery team for your customer(s)
- Motivate and challenge your (virtual) team to let them take an extra step in increasing customer satisfaction in a cost-efficient way
- Take responsibility for the execution of the contract and check during the presales phase with the project, operations and service manager whether the proposed solution and service is feasible and complete and meets the business needs and ICT constraints of the customer
- The End2End service integration takes responsibility of all service providers involved & manages the end-to-end service aspects, including SLAs and reporting for the customer.
- Be responsible for managing the Service Transition and Service Operations responsibilities, and act as a SPOC for the customer.
- Be responsible for your customers' NPS
- Be responsible for the smooth cooperation between Proximus and the customer.
- Organizing and leading internal meetings with the end-to-end Service Integration & Delivery team, which consists of project managers, service delivery managers, customer solution architect, contract officers,...
- Set up a good collaboration in the team and ensure good work processes to support the customer
- Organizing and leading the tactical governance meetings with the client
- Conducting regular customer satisfaction surveys at operational and tactical level, and ensuring that all relevant feedback is converted into concrete action points, followed up through an action register.
- Managing external service providers involved in your customer contracts
- Ensure a good cooperation with the account managers of your customers
- Handle customer escalations
- Customer billing and payment tracking
- Sense of responsibility and self-initiative
**Skills and Experience**:
- Good communicator
- Good Presentor
- Handle difficult situations with the customer
- Able to discuss at C-level
**Languages**:
- Good knowledge of Dutch, French and/or English oral, written is an extra value
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