Principal, Customer Success Management
6 meses atrás
**What you will do**
- Support each customer in your portfolio with regular touch points that include KPIs of successful network performance, discussion of trouble tickets and steps taken to resolve them, and keeping executives informed during service-impacting events.
- Support internal commercial and operations teams to enhance internal business policies and procedures to improve customer relations, satisfaction, and retention.
- Work closely with the Network Operations and Account teams to communicate operational impacts (e.g., outages, maintenance windows) and act as a point of escalation for the customer.
- Coordinate development of documentation that includes escalation procedures, concept of operations, disaster recovery plans, etc. and oversee review & updates on a quarterly basis.
- Support managed services across multiple product areas (Media, Broadband, Networks and Mobility) and attain sufficient technical understanding of each to better support customers within the region.
- Advise and support on all aspects of customer assurance. Maintain an overview of service activity across the company and work to gain and maintain wider knowledge of service issues including historical customer experience.
- Ensure multiple work streams stay on track and deliverables are achieved. Be on-call to provide customer support during major service impacting events.
**Your required experience/skills**
- 7 or more years of experience in a customer assurance role
- Bachelors Degree in Customer Relations, sales or related field or a high school diploma and the the equivalent experience
- Strong writing and analytical abilities and the ability to draft clear and concise reports that distill technical information for executive consumption
- Fluency in Portuguese and English
- Strong soft skills when interfacing with customers.
- Ability to work collaboratively with others, establish a rapport, and build strong interpersonal relationships with different work groups within Intelsat.
- Ability to work effectively in a fast-paced and demanding environment, while adapting and adjusting to effectively handle changes in priorities and assignments.
- Willingness to travel, as needed, to Intelsat locations and/or customer locations to maintain relationship with internal/external customers’ upper management.
- _Ability & willingness to be on-call 24 hours/day, 7 days/week to support customer emergencies _
**Your success in this role will look like**:
- Keeping multiple stakeholders informed of major events related to your customer portfolio to enable commercial growth and proper handling of sensitive issues
- Communicating with senior executives (internal and external) effectively in writing and verbally, instilling confidence in the Customer Success Management team
- Maintaining relationships across teams and departments within Intelsat to achieve the highest level of customer success
**It would be nice if you had**:
- Project Management foundational skills or equivalent experience
- Experience interfacing with customer’s management in a customer assurance role to solve issues, grow their business, and anticipate customer needs
- Operations center experience in data, RF, or video and understanding of satellite and fiber-based video and data networ
**How we support you**:
- Hybrid work environment offering up to two days per week work from home (for eligible positions)
- Development opportunities supporting professional growth championed by our dedicated Learning & Development team. 20-25% of our positions are hired internally
- Ways to get involved: satellite launch parties, company connect events, charitable activities, team social events, recognition programs, and employee resource groups.
- Wide range of benefits and perks to help you stay healthy, happy, and productive. These include paid leave programs, medical, tuition reimbursement, and retirement benefits, employee wellness offerings, and more
These benefits are designed to support your overall well-being and help you succeed in your role.
**Our D&I Commitment**
We’re committed to fostering a culture and environment of diversity, inclusion and respect - a place where everyone can show up fully as themselves and do their best work every day. We're a technology leader committed to advancing diverse, inclusive teams - where belonging is rooted in our culture. Intelsat has an established Diversity & Inclusion Council and Employee Resource Groups. Intelsat is an equal opportunity employer and does not discriminate based upon race, color, religion, sex, national origin, ethnicity, age, disability, pregnancy, veteran status, sexual orientation, gender identity or any other characteristic protected by applicable law.
At Intelsat, we increase human potential by connecting people, communities, businesses, and governments. Our employees enjoy a casual and collaborative environment, where we celebrate professional excellence in pursuit of the corporate mission. We
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