Customer Service Manager
4 semanas atrás
Job Summary
The Customer Service Manager will be responsible for ensuring the overall success and relationship between the Customer's Operation, Subcontractors, and Internal areas. This role requires a strong focus on service delivery and Service Level Agreements (SLA) compliance.
Key Responsibilities
- Provide customers with a single point of contact for customer management and ensure service delivery and 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.
- Achieve stated on-time contract renewal goal.
- Achieve stated services growth goals for assigned contracts.
Requirements
- Bachelor in Engineering or areas related to Information Technology.
- Fluent in English Language (mandatory).
- At least 5 years of experience with management of IT support services.
- At least 7 years of experience in the Oil&Gas or Mining markets will be considered highly desirable.
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