This role will coordinate efficient and effective incident management and post-sales support to deliver seamless end-to-end customer experience. A crucial role will be played in building effective relationships with the C-level persons within the assigned customers (CEO’s, CIOs, CTO’s and COOs etc) based on proactive and continuously improving customer experience.

Accountabilities:

Ensuring satisfactory customer experience from end-to-end for assigned customers
Coordination and communication of progress of all stakeholders involved in major customer implementations
Incident management for assigned customers
On-going improvement of performance and customer rating in Net Promoter Scores (NPS)

People:

The function includes critically coordinating and project managing, operational and technical teams, as well as multifunctional service teams, and frequently incorporating customer and 3rd party System Integrators.

Role Requirements

Main Responsibilities/Activities:

Manage and be the single point of contact for all escalated service issues for the assigned customers
Manage processes to ensure BTC delivers on agreed customer expectations, SLA’s and maintenance contracts
Manage resolution of service issues to maximize positive customer experience
Coordinate internal teams to ensure necessary prioritization and escalation is given to critical customer issues
Lead Service Performance Reviews and develop Service Improvement Plans where appropriate with assigned customers
Lead the creation of a Service Development Plan to seek revenue growth opportunities where appropriate
Support the Enterprise bid management process ensuring project and service management is appropriately captured
Manage product and service implementation projects for the assigned customer including change orders / upgrades.
Manage service related communication and build relationships with C-level Enterprise customers
Manage the timely production of service related reports (weekly & monthly as agreed with customer)
Actively participate in improving performance and development of the team
Support other specific projects as directed by the direct manager, senior manager or executive

Other Functions:

Strategic Skills: Anticipate future business opportunities or problems and address these by working with the Account Manager and senior management. In addition, likely incumbents must be able to articulate strong and clear positions based on their sound judgment and balance the short-and longer-term impacts. Communication with C-level Enterprise customers will be crucial.
Driving Results: The role must have sound financial acumen and be able to translate the needs of the organization into actionable, quantitative projects that effectively guide the business towards this goal.
Managing Performance: The role will guide accountable stakeholders to deliver a consistently high standard of post sales, implementation and fault management.
Tools for Success: The successful candidate will demonstrate that they can deliver with the appropriate use of tools and the ability to foster success within their working environment.
Learning Agility: The role must demonstrate an ability to deal with a rapidly changing working environment, the ability to respond quickly and dynamically to changes in scope, timeframes or resources available to an account.
Developing and Leveraging Relationships: The role will build and sustain excellent relationships at multiple levels internally and externally, with an emphasis on colleague engagement and teamwork.
Conceptual Skills: The role must possess the ability to think “outside of the box” and maintain the businesses needs as a whole as a priority when outlining objectives and deliverables within any customer account.

Educational Qualifications:

Minimally a first degree in Engineering, Business or Information Technology
Formal certification in Project Management and ITIL Certification is preferred.

Technical Skills:

Strong working knowledge of Microsoft Project and Microsoft Office applications
Knowledge and ability to effectively use BTC electronic incident management tools

Experience:

Preferably at least four (4) years’ experience in Program/Service Delivery/Technical Support or related customer facing role in the Telecommunications or Information Technology Industry.
Detailed knowledge of products and solutions offered in the Telecommunications/IT industry
High-level knowledge of the functions of key departments including Finance, IT, Network Engineering, Service Delivery and Business Solutions

Other Attributes / Behaviours:

Passion for service excellence/delivering an impeccable customer service experience
Must be self-motivated, results oriented and possess the ability to solve problems in a timely and professional manner
A flexible approach to business travel and working hours is required to support Enterprise customers
Excellent time management skills
Excellent written and oral communication skills
Excellent presentation skills
Very strong team player
Ability to motivate people to produce results and work within both a physical and/or virtual team environment across different cultural boundaries
Awareness of changes within the service management profession
Strong appreciation of the technical functions within Telecoms and ICT industry as well as of the cultural, social and political aspects within the Bahamas is desirable
Sound judgment and decision making skills
Good interpersonal skills