Customer Support Manager
1 semana atrás
The Associated Customer Support Manager is responsible for effectively managing services contracts for assigned customers, ensuring customer satisfaction through strong relationship development and proper delivery of service contracts. This role requires a high level of organization, attention to detail, and the ability to communicate clearly with customers and internal teams.
Key Responsibilities
Provide customers with a single point of contact for customer management and ensure service delivery and Service Level Agreements (SLA) compliance.
Work with customers to discuss concerns and drive corrective actions to closure.
Manage and maintain service scope as per services contract and ensure customers understand their obligations in regard to service deliverables.
Ensure that customers receive appropriate and timely reporting as required by the services contract.
Manage sub-contractors deliverables and adherence to agreed scope and outcomes.
Engage as needed in the case management process to ensure proper service delivery.
Identify and implement areas for improvement to ensure improved service quality and best practice delivery.
Work with internal areas for contract onboarding, renewals, and service contract change order requests.
Work closely with the System Integration (SI) team to provide a smooth transition from project implementation to warranty support and service delivery.
Efficiently manage the revenue and costs and meet the financial goals for each service agreement assigned, providing reliable forecasts.
Ensure revenue collections are made on time in order to meet cash flow goals.
Work with customers on up-sell / cross-sell in assigned accounts.
Create customer and service provider Statements of Work and quote these services.
Manage the service contract renewal process for all assigned service agreements.
Oversee the change implementation into service delivery operations in coordination with the customer.
Requirements
Bachelor in Engineering or areas related to Information Technology.
Fluent in English Language (mandatory).
At least 5 years experience with management of IT support services.
At least 7 years experience in the Oil&Gas or Mining markets will be considered highly desirable.
Travel Requirements
None
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