Customer Service Manager, Mobility
SES
Remote
customer service
manager
mobility
ses
operations
management
customer service
team
operational
regulations
a&r
manager
sl
January 31, 2023
SES
Washington, District of Columbia
OTHER
CUSTOMER SERVICE MANAGER, MOBILITY
(WASHINGTON, D.C. or Remote)
ROLE DESCRIPTION SUMMARY
The Customer Service Manager (CSM) role is the key “Voice of the Customer” within SES, understanding what each customer values the most in terms of operational support and ensuring that the whole SES team interfaces with the customer to drive service quality for maintaining and enhancing revenue, while managing the operational performance and SLA’s of the customer sites and for driving service quality from the Global Services organisation, leading the effort to operate and maintain SES services that have been delivered to the customer, with a focus on supporting existing services for customers within the SES Aeronautics Business Segment.
In this position you will play an important role in maintaining current business and securing new business with a key aeronautical customer, which is critical to the growth of the SES Aero Business Segment, but also be the main operations leader driving the relationship with the customer and will have frequent interaction with the customer remotely and/or onsite at their facility.
The Customer Service Manager (CSM) role is the key “Voice of the Customer” within SES, understanding what each customer values the most in terms of operational support and ensuring that the whole SES team interfaces with the customer to drive service quality for maintaining and enhancing revenue, while managing the operational performance and SLA’s of the customer sites and for driving service quality from the Global Services organisation, leading the effort to operate and maintain SES services that have been delivered to the customer, with a focus on supporting existing services for customers within the SES Aeronautics Business Segment.
In this position you will play an important role in maintaining current business and securing new business with a key aeronautical customer, which is critical to the growth of the SES Aero Business Segment, but also be the main operations leader driving the relationship with the customer and will have frequent interaction with the customer remotely and/or onsite at their facility.
Are you in or the challenge?
You will be responsible for (this is not an exhaustive list):
- Interact directly and often with the customer to maintain a strong relationship and to ensure that a consistent high-quality service is provided
- Operate as the point of contact to the customer for the SES Networks Global Services organization
- Oversee the ongoing operations and maintenance support of SES services to Aero customers with the intent to achieve specific performance objectives, with overall customer satisfaction as the highest objective
- Work with the SES Networks Operations Team to ensure that SLA’s and KPI’s are achieved and customer expectations for service quality, resolution timelines and customer satisfaction are realized
- Perform incident and fault trend analysis to identify potential service improvements
- Facilitate periodic service quality review meetings with customer to review incident ticket/resolution, fault trends, performance reports, service or support improvements, service quality and service delivery processes
- Communicate to the customer in a prompt and timely manner all planned service changes and associated outages
- Report on the operational performance internally to the SES senior management team
- Work with the internal functional teams to help promote and enhance SES’s culture of customer service
- Lead and/or support the effort to develop and implement process and procedures based on best practices that enable the operations team to perform their responsibilities in a more efficient and cost savings manner.
- Manage the customer specific operations & maintenance budget
YOUR PROFILE:
Must Have
- Bachelor of Science degree (preferably in Engineering, Technology, Computer Science or Information Systems) or equivalent experience
- Hands on knowledge of the implementation of satellite-based networks
- Knowledge of VSAT communications systems and iDirect Velocity platform
- Understanding of link budgets
- A minimum of 10 years’ relevant experience in a project management, business management, service delivery and/or account management role
- A minimum of 10 years’ relevant experience in the aeronautical and/or customer service business areas
Nice to Have
- Proficient in Microsoft Office skills, including Microsoft Project
- Knowledge of satellite industry and enterprise networks
- Verbal and written communications skills coupled with an ability to convey messages in an appropriate manner to both external and internal customers
- Project management and organization/coordination skills
- Ability to work under pressure, use judgement to make decisions and adapt to change
- Willing to travel and interface directly with clients, up to 25% of the time
WHAT'S IN IT FOR YOU
- Flexible working policy
- Bonus and equity plans
- Comprehensive and competitive benefits plan
- A range of wellness activities and employee assistance programs
- An employer that values all aspects of Diversity and respects every individual’s story
GOOD TO KNOW
Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law.
In conformity with U.S. Government technology export regulations, including the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR), and/or other applicable U.S. law, regulation or other requirements imposed by the U.S. Government, certain positions may require U.S. Citizenship, status as a lawful permanent resident of the U.S. or a “protected individual” as defined by 8 U.S.C. 1324b(a)(3), or eligibility to obtain the required authorizations from the U.S. Department of State or U.S. Department of Commerce.
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