Customer Service Manager, Video Infrastructure & Services Fultime

Primary Responsibilities:

• Pre-Sales Support – develop the Life-Cycle SOW and P&L Inputs
• Customer Management – Operate as the main point of contact to the customer during post-sales phase
• Leadership in terms of project management for the delivery of new Services and upgrades – Plan, staff and manage the delivery of new services and upgrades (managing timelines, mile stones and deliverables in front of the customer and internally)
• Operations Management – Oversee the ongoing operations and maintenance of live sites to ensure that Customer SLAs, KPIs and expectations for service quality are successfully being delivered
• Voice of the Customer – Act as the Voice of the Customer and provide feedback to the Services Organization to ensure that customer requirements and needs are delivered
• Quality Assurance – Facilitate service quality, performance and business reviews with the Customer
• New Business – Support revenue grow by identifying opportunities for new services and upgrades towards SES Video Commercial
• Process – Provide inputs to the general overarching process & procedures. Develop (or provide inputs for) Video specific process & procedures.

Your Profile:

• Strong verbal and written communications skills coupled with an ability to convey messages in an appropriate manner to both external and internal customers
• Strong project management and organization/coordination skills
• Ability to work under pressure, use judgement to make decisions and adapt to change
• Self-initiative, courage, resourcefulness and pragmatism in order to identify and overcome impediments
• World class attitude to customer service, passion and customer centric thinking
• Strong interpersonal skills and an ability to work effectively in a global high energy multicultural team and interface with a global customer base and understand their needs
• Attitude to drive a continuous improvement process
• Willing to travel and interface directly with clients, up to 30% of the time
• University level degree or Business degree (preferably in Engineering, Technology, Computer Science or Information Systems) or equivalent experience can be considered
• A minimum of 5 years’ relevant experience in a project management, business management, service delivery and/or account management role
• Knowledge of media industry and European media market

What’s in it for you:

• Flexible working policy
• Bonus and equity plans
• Comprehensive and competitive benefits plans
• A range of wellness activities and employee assistance programmes (varies by location)
• An employer that values all aspects of Diversity and respects every individual’s story

Good to know:

SES is an Equal Opportunity employer, committed to workplace diversity & inclusion. We do not discriminate on the basis on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or other characteristic protected by local, state, or federal law.

Vacature Customer Service Manager, Video Infrastructure & Services

• Vacature: Customer Service Manager, Video Infrastructure & Services
• Werkgever: SES Satellites
• Locatie: Den Haag
• Datum vacatureplaatsing: 2022-03-14

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