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Customer Service Manager/SPM
2 months ago
Position: Customer Service Manager or Senior Project Manager
Location: Plymouth, OH
Fulltime (Onsite)
The Customer Service Manager (“CSM”) provides overall service relationship governance and acts as the Customer’s trusted partner to provide oversight of the services provided by Verizon. The SPM serves as the primary interface responsible for daily management of contract compliance and administrative responsibility of the governance process The SPM may be located in the Customer office premises. The SPM is accountable for developing and executing on a service strategy that will provide an outstanding client experience and create a long-term, strategic and mutually beneficial relationship with the customer.
This includes management of Customer Operations and achievement of associated service levels that deliver contracted business outcomes. The CSM also has responsibility for maintaining existing Customer relationships as well as developing new relationships and works in tandem with Customer managers. The CSM provides value to the Customer through the delivery of services from transition into operations. The CSM oversees the execution of the Customers service management governance including monitoring and reporting on the service level agreements. The overall goal of the CSM role is to closely partner with Customers on their business needs and outcome.
Responsibilities include:
Conduct service management review in collaboration with key stakeholders to ensure services and performance are aligned with the Customer’s business plans
Overall relationship management with the Customer
Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the Customer contract.
Manage Customer enablement duties such as portal overview, training, access requests and ongoing Customer needs.
Manage service level assessments, reporting and conduct analysis on the trends and patterns through SLA reporting.
Review internal Key Performance Indicators (KPIs) and provide action plans, when necessary, to improve performance.
Collaborate with internal and customer teams to seek areas for process enhancements, streamlining and driving improved performance collectively.
Identify ongoing benefits, opportunities, and innovation for continual service improvement
Acts as the primary liaison between the project team(s) and the Customer for new initiatives, engagements, and infrastructure changes.
Partners closely with sales for growth enablement.
Align stakeholders and functional groups to identify complex business and challenges face by the Customer, improving Customer satisfaction, resolving Customer escalations, and overall service performance.
Participates in any technical, network, SLA, contract compliance escalation as appropriate. Engage with Customer executives and Verizon executives in the prioritization and resolution of escalations, as appropriate.
Establish consistent executive meetings, governance forums and cadences for each operation discipline, and ensure action items, documentation, and continued progression to closing open items are prioritized.
Establish periodic status meetings with the Customer to discuss status of contractual relationship.
Lead monthly/quarterly governance forums and ensures agreed upon governance meetings, peer-to-peer sessions are conducted consistently as per schedule.
Presents a formal monthly program review for the Customer, examining all aspects of the solution in the previous month, highlighting successes and failures, and recommending measures for improvement
Monitors ongoing service management to ensure compliance with SLAs and performance commitments.
Ensures that all deliverables agreed under the Customer agreement are duly completed, delivered and approved.
Skills and Qualifications
Bachelor's degree or equivalent required.
ITIL Foundation Certification
Minimum 5-7 years’ experience in Customer Service, Project Management and/or Telco services
Strong organizational, presentation, and problem-solving skills
Demonstrated experience with verbal and written communication
Business and financial acumen
Ability to communicate with multiple levels of leadership
Demonstrated computer skills with ability to effectively use both Microsoft and Google suites of product.
