Manager, Customer Services

Jobbeschreibung

You are responsible for supporting the attraction as well as for the successful management and pro-visioning of service contracts. You are responsible for identifying the required resources and managing the various internal/external contractors and suppliers in an integrated approach towards the customers.

The mission consists in the successful management of various services that will support SES Tech-com to generate recurrent revenues based on multi-year service agreements in various domains like equipment/system hosting, satellite teleport services, satellite VSAT network services. Customers are mainly of institutional nature. On a day-to-day basis, you will mainly collaborate with the SES technical and commercial entities.

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

• Support the attraction of contracts by supporting the various “request for proposal” (RFPs) phases like proposal preparation, proposal handover and negotiation, contract set-up, etc.
• Takeover or set-up services that follow a project phase, thus requiring the close collaboration with the Project Manager in charge of the project phase
• Case dependent, also support and/or manage the project phase
• Manage Customer relationships
• Either support or be responsible to:
  • Write, coordinate, negotiate and maintain service agreements (KPIs) with suppliers and subcontractors being either SES-internal or external entities
  • Write, coordinate, negotiate and maintain service agreements with Customers being either SES-internal or external commercial/institutional entities
  • Provide – when contractually agreed – service reports presenting past activities and upcoming objectives
• Interface Customers and collect requirements for the set-up, monitoring and updating of Ser-vice Level Agreements
• Review technical SOW’s as developed by the SE’s / Solution Lead as appropriate to the customer needs and project requirements
• Document and communicate customer needs, project status, exceptions and resolutions
• Use professional project management tools and other usual office tools as appropriated to report and document service and/or project realizations
• Support or manage the set-up of cost/pricing sheets in the frame of proposal set-up and with respect to contract realizations
• Coordinate with other functions (Project Control, Legal, Finance) for the transparent and effective realization of the services
• Actively track projects costs and maintain the baseline P&L of the designated projects
• Support the yearly preparation of SES Techcom Operational Expenses budgets
• Actively track program revenue streams and contribute to the ongoing development of new revenue opportunities, both product and service
• Closely work with the Sales team in order to support the definition of the sales strategy for the accounts under responsibility
• Highlight and communicate to the Sales team for any upsell opportunities based on the customer relation and interactions
• Provide inputs for internal weekly reports including inputs into timesheet reporting systems
• Follow up and understand the evolution of products and systems market
• Promote SES and SES Techcom Products and Services in the Satellite Industry and Satellite Communication markets
• Travel as required to visit Customers, Vendors, Partners and attend exhibitions, conferences, workgroup meetings as deemed necessary 

COMPETENCIES

• Excellent team player
• Proactive approach towards existing and potential customers
• Strong organisational skills and ability to prioritise, meet goals and provide results
• Ability to work independently with minimal supervision and to integrate into international and cross-functional teams
• Effective analytical abilities
• High level of integrity and work ethic
• Commitment to professional and personal development
• Ability to work effectively under pressure without compromising professional standards
• Excellent communication and presentation skills
• Ability to clearly explain complex technical issues to non-technical people 

QUALIFICATIONS & EXPERIENCE

• Master’s Degree in RF, Electronics, Telecommunications Engineering, Information Technology or equivalent
• Minimum of eight years of applicable working experience in engineering, implementation, monitoring of telecommunications systems/services
• Experienced in the daily usage of office and communication software (Outlook, MS Word, MS Excel, MS PowerPoint, MS Project…)
• Fluency in English, any other language is considered as an asset
• Willingness to travel internationally
• EU nationality preferred 

SES is an Equal Opportunity and Affirmative Action Employer

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