Role Purpose
This role is a crucial interface between Account Management and In-Life Service, wearing a technical hat to help our client’s customers grow by driving value from their service, tracking customer health and looking for opportunities to highlight the impact of how our customer conducts its business.
Key Accountabilities
* Develop a good understanding of the customers’ business to help ensure best value out of our client’s network.
* Be a trusted advisor for your customers and an expert on what our client offers. Able to confidently discuss and demonstrate the power of their network.
* Ensure the customers in-life experience is what they signed up for; with services delivering the desired outcomes and performing to contracted SLAs.
* Make sure all service support documentation/knowledge, is comprehensive, accurate and up to date, maintaining the level of service support required.
* Act as the interface between the customer and technical organisation for Technical Deployment and rollout activities.
* Responsible for identifying customer training requirements and providing in-person training where required.
Skills & Qualifications
* Proven experience in a Customer Success Management / Service Delivery role in the communications domain.
* Passionate about satellite technology and comfortable with technical lingo.
* Excellent People and relationship management skills.
* Able to multi-task, highly organised having demonstrated ability to prioritise when under pressure.
* Experience of ITIL highly desirable.
About Our Client
Our client is the leading Ka-band high throughput satellite capacity partner to the communications industry in EMEA - extending and guaranteeing coverage for defence missions, enterprise solutions and critical public services.
Benefits
* A Competitive Salary, pension scheme, and life assurance & private medical insurance
* A generous and highly achievable bonus scheme
* 25 Days Annual Leave (excluding bank holidays) plus an Additional Day on us for your Birthday.
* Buy or sell up to 3 holiday days per annum.
* Free access to the Employee Assistance Programme
* Enhanced Maternity Pay over and above the Statutory Maternity Pay
* Plus, a variety of excellent Employee Funded Benefits available to you.
* Referral bonus payment up to £1,000 (payable upon completions of 3/6 months service)
This role will require 2 days per week in the office.