Skill: C4C Functional Consultant - Customer Services Manager
Location: All NDBS Locations
POSITION DESCRIPTION:
The position of Customer Services Manager within Managed Services will perform the following:
• Service a large portfolio of small customers
• Build relationships with these customers and nurture the account with growth in mind
• Responsible for tracking the fulfilment of all contractual obligations
• Act as the central contact person for the customer regarding the provision of services
• Responsible for the internal coordination of all support teams to deliver service on own portfolio
• The customer advocate within NTT DATA Business Solutions for the co-ordination of service delivery
• May also provide support to a Senior Service Delivery Manager with day to day/operational activities on larger/complex customer accounts
The main tasks for a Customer Service Manager are generally as follows:
• Service Delivery Management and Quality Assurance
• Delivery quality of the agreed services to achieve “customer satisfaction”
• Service Level & Escalation Management
• Coordination of customer reporting
• Coordination of escalation process
• The primary point of contact for escalation and de-escalation
• Ensure time charging is accurate and managed effectively
• Reviewing and approving time entries against the customer’s project codes
• Tracking, managing and reporting the customers’ budget of pre-paid time
• Reviewing and approving invoices and statements prior to submission to the customer
• Liasing with internal support teams and customer contacts
• Ensuring operational teams are aware of changes and service operation activities e.g. maintenance/downtime windows.
• Updating internal and external customer documentation regularly
• Providing feedback to Line Manager(s) of AMS consultants, TMS consultants and Hosting resources
• Attending regular meetings/calls with Account Managers to develop and maintain awareness of all activity across the customer’s services
On a scheduled basis activities will include:
• Analyse support activities and initiate appropriate measures if required
• Production of reports (weekly/monthly/quarterly) dependent on the customer’s requirements
• Attend customer meetings – either remotely or face to face – to present/discuss reports (weekly/monthly/quarterly) dependent on the customer’s requirements
• Identify and drive improvement opportunities
• Define and manage priorities (in collaboration with the customer)
• Track and report financial information related to assigned account(s)
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