AMS - Customer Service Manager
5 months ago
Customer Services Manager
POSITION DESCRIPTION OVERVIEW
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 accountsThe 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 servicesOn 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)We encourage you to consider becoming a part of our dynamic and innovative organization. Thank you for your interest, and we look forward to hearing from you soon
We transform. SAP® solutions into Value
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