Customer Service Manager, Cruise

Customer Service Manager, Cruise

ROLE DESCRIPTION SUMMARY
The Customer Service Manager (CSM) role is a customer facing position in which the CSM is responsible for direct interaction with the customer while leading the effort to operate and maintain services. The CSM will focus on supporting existing customers and for providing support during the rolling out of new services.   The CSM is respon-sible for managing the operational performance and SLA’s of the customer sites and for driving service quality from the Operations organisation. The CSM is the “Voice of the Customer” within SES, understanding what each custom-er values the most in terms of operational support and ensuring service quality to maintain and enhance revenue.

This position will play an important role in maintaining current business and securing new business with a key pas-senger cruise line customer. The CSM frequent interaction with the customer and will be required to be onsite at the customer’s facility multiple days per week.  
The CSM will lead and assist the development of process, procedures, and tools to further advance SES’s ability to provide value added services. 

You will be responsible for (this is not an exhaustive live):

• Interact directly and often with the customer to maintain a strong relationship and to ensure that a con-sistent high-quality service is provided
• Oversee the ongoing operations and maintenance support of SES services to Cruise customers with the intent to achieve specific performance objectives, with overall customer satisfaction as the highest objec-tive
• Work with the internal teams to ensure that SLA’s and KPI’s are achieved and customer expectations for service quality, resolution timelines and customer satisfaction are realized
• Manage faulty equipment through the RMA and corrective maintenance processes
• Perform incident and fault trend analysis to identify potential service improvements
• Facilitate periodic service quality review meetings with customer to review incident ticket/resolution, fault trends, performance reports, service or support improvements, service quality and service delivery processes
• Plan and coordinate periodic preventive maintenance activities required under the relevant SLA. 
• Communicate to the customer in a prompt and timely manner all planned service changes and associat-ed outages
• Report on the operational performance internally to the SES senior management team
• Act as Voice of the customer and provide feedback to internal teams on requested features or enhance-ments, technical challenges, and SES customer support services
• Understand what each customer values the most in terms of customer support and ensure customer monitoring and support requirements are defined and integrated into the Network Operations Center 
• Lead and/or support the effort to develop and implement process and procedures based on best practices that enable the operations team to perform their responsibilities in a more efficient and cost savings manner.
• Manage the customer specific operations & maintenance budget

YOUR PROFILE

• Bachelor of Science degree (preferably in Engineering, Technology, Computer Science or Information Systems or equivalent experience required
• 10 years (minimum) relevant experience in a project management, business management, service delivery and/or account management role
• A minimum of 10 years relevant experience in the passenger cruise line and/or customer service business areas
• Proficient in Microsoft Office skills, including Microsoft Project
• Knowledge of satellite industry and enterprise networks
• Hands on knowledge of the implementation of satellite-based networks 
• Willing to travel and interface directly with clients, up to 25% of the time
• Strong verbal and written communications skills coupled with an ability to convey messages in an appro-priate manner to both external and internal customers
• Strong project management and organization/coordination skills 
• World class attitude to customer service
• 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
• Sense of urgency, initiative and competitive drive to get things done
• Resourcefully working through or around anything blocking things that need to be accomplished
• Ability to work at in a fast pace environment

The base salary range for this full-time position is $110,000.00 - $140,000.00 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on this job posting reflects the target salary