Posted on :
16 Aug, 2021
16 Aug, 2021
This is a customer facing function in the customer services arena. The role is the single point of contact for all customer issues and facilitates delivery, customer value management and retention of contracted services. This is a senior and high-profile engagement role.
Job Title: Senior Specialist Customer Value Management
Location: Midrand, Gauteng, South Africa
Reference #: 210807
Contract Type: Permanent
Salary: Market Related
Customer Relationship Management:
Identify areas for improvement of overall customer experience in a more complex network / IT environment (multiple service in the customers complex architecture). Implement action plans and act on Surveys and Transaction Feedback and maintain customer details on the internal system
Engage with all levels with the customer environment to Executive level stakeholders to discuss account health for strategic direction and incident resolution. Monthly billing meetings to be held with customers. Address contract queries and ensure delivery of services per contacted requirements, which includes inputs and compilation of Contracts/MSA’s and complex negotiations.
Engage with Senior customer stakeholders to address and resolve complaints and escalations.
Proactive Customer Service & Support:
Resolve outages timeously. Resolution of core tasks within Target Turnaround Time (TTT) i.e. RCA and SIP creation
Continuous Service Improvement Plans – perform proactive customer service audits, identify design short falls and implement solutions
The projects undertaken by the larger customers are more complex and require a higher level of accountability and responsibility.
Operational Support Management & Continuous Improvement:
High profile customers require dedicated and holistic attention to prevent churn and to strengthen and nurture the relationship. Maintain a churn and erosion report on specified accounts and develop plans to prevent churn.
RCA report compilation for customers with complex technical landscapes and where in depth analysis needs to be undertaken. Drive and vet the Major Event RCA’s. Implement Root Cause corrective measures identified in the RCA. Repeat incident analysis (flagged and SIP initiated as required). Consistently reduce SLA credits. Maintain Billing Inventories to ensure no billing errors result in credits. Log and resolve Billing disputes timeously.
Clawbacks / revenue leakage – engage with customer decision makers and influencers to secure revenue. Upsell / cross sell opportunities – strategically engage with customer’s architects and sales representatives to maximise opportunities and direct and support customers expansion and delivery requirements.Identify Cost Saving initiatives within assigned account base or within Liquid and assist in implementing the initiativesKeep record of the achievement for review
IT / Networking Formal Qualification (3yrs Diploma/Degree) and ITIL v 3 essential
Project Management Qualification advantageous
A minimum of 12 years in the ICT sector of which min 6 years must have been spent in the telco environment
Relationship Management experience and dealing with customers at all levels is a requirement
5 years’ experience with Contract and SLA management
Must have been a service manager on complex outsource accounts
Understanding of the telecoms industry, knowledge of NPS (Net Promotor Score)essential
Application Deadline: 19/08/2021