![]() ![]() To assist in RFP solutions and provide pre-sales presentations to customers when required. To assist in Service Management Contract negotiation in parallel with Account Manager/Director where requested. Lead the post sales service managers assigned to the account and ensure all are working together to bring a high level of customer Optimize operational processes to match economic balance between Orange Business Services industrialized processes (factory deliverables) and customized requirements. Win trusted status as the extended member of customer’s service team. ![]() To ensure availability of adequate and timely reports which include measurements against Customer SLAs on Quality, Change and Performance of the services provided to the Customer. Help customer up-scope existing contracts help visualize the enhanced value and assist CBU / ECT to build the business case / sales presentations. Lead Service Improvement Program manage customer expectations interpret high-level dashboard of all operations to customer (sponsor / service director). Identify and mitigate risks (failure or delay) ensure appropriate levels of business contingency / continuity are in place. Ensure customer sees and feels Orange Business Services delivery as a seamless team irrespective of internal / third party structures. Engagement in organic growth orders / upgrades Ensure full compliance of agreed solutions and services to meet customer needs proactive monitoring of agreed Service levels in order to deliver exceptional service and acknowledged customer value focus on beating the target. To be the Customer’s primary senior point of contact within Orange, for all escalated Service-related issues. To position Service Management product offering in response to Customer needs Proactively identify and scope opportunities for service enhancement providing customer cost reductions and greater value generation Accountable for accuracy of billing for services delivered Overall responsibility for the quality of service and customer satisfaction for all implemented Orange Business Services in-sourced and outsourced services and solutions The Customer Service Director is accountable for the provision of day-to-day coordinated delivery of agreed contractual solutions and services for a given customer. ![]()
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