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Service Manager, Customer Operations, Australia
vor 3 Monaten
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Service Manager, Customer Operations, AustraliaCountry/Region: Au
Connect with Eutelsat Group
Be part of a new era in communications, transforming connectivity with Eutelsat Group – the world’s first GEO-LEO integrated global satellite operator.
As a global leader in satellite communications, we provide infinite connectivity, broadcasting television channels and packages, transmitting news reports, provide wholesale broadband Internet access services.
With Eutelsat Group You’ll Get To:
- Pioneer the future of Space Technology
- Bring connectivity to remote frontiers
- Collaborate with customer-centric experts
- Embrace cultural diversity in our global team
Where your skills ignite opportunities & you will elevate your skills in a stretching, rewarding, and meaningful environment. At Eutelsat Group, we’re united by inclusion and diversity, striving for gender balance and social responsibility, on Earth and in Space.
Who You Are: You’re a customer experience evangelist, and the success of the customer is your success. You’re intrigued by the possibility to create a customer experience framework in a high-tech company. You’re sparked by a fast pace and new challenges, you’re a recognized leader within your domain and your talent is to bring people together and to drive fantastic customer experience. The telecommunications world is not new to you and becoming part of an innovative company in the space sector is just a dream come true. You want to make a real difference in the world by revolutionizing technology in Space.
What You’ll Do:
Become an integral part of the Global Service Management Team
Work with both internal stakeholders and our Partners to create a customer experience model.
Implementing a governance framework that you know from vast experience will support both the Partner and Eutelsat Eutelsat OneWeb’s requirements.
Develop, produce & present network performance reports that provide a meaningful insight into all contracted services.
Provide KPI and SLA management across your nominated Partner portfolios as per definition in the contract.
Manage the customer satisfaction program & embrace continual service improvement.
Mentor our Partners on how to gain value from our Digital Products suite.
Deliver fantastic results & delight our Partners through demonstrating value & driving positive customer experience.
Core member, direct involvement & contribution to regular internal account review meetings
Acts as a trusted adviser - Develops long term relationships based on confidence & trust & as appropriate to the Partner.
Provide direct support to business critical Partners in region
What We Expect:
Dedicated alignment to & management of key regional & strategic Partners – High revenue, complex & with a global footprint
Application of data analysis skills to support the interpretation & compilation of internal metric reports for Senior Leadership
Extensive reporting skills, capabilities & background across multiple platforms (EG: PowerBi, Grafana) – To be applied both internally & externally to our Partners based on qualified requirement.
Demonstrate & provide leadership to virtual account teams with the purpose of improving customer experience.
Ability to operate & adapt to different leadership levels within Eutlesat Eutelsat OneWeb & the Partner organization.
Identifies how to implement new processes or procedures; Gathers information across Eutelsat Eutelsat OneWeb functions that can lead to improvement & innovation for our Partners
Anticipates potential roadblocks & develops contingency plans to mitigate Partner risk.
Applies excellent decision-making when prioritizing multiple issues / requests & clearly communicates methodology.
Proactively engages / collaborates with members of the wider Eutelsat Eutelsat OneWeb business to drive improvement & address specific customer issues or requirements.
What It Takes:
5+ years professional experience within the Satellite & Telecommunications space
Demonstrated success in creating & developing customer relationship experience and governance frameworks.
What We’d Love:
Experience within Satellite Communications & Telecommunications space
Data analytical skills
Experience with tools such as PowerBi & Grafana
Where You'll Be: Sydney, Australia.
The Eutelsat Group treats the protection of personal data submitted to it seriously. By submitting this application, you agree to the collection and retention of your personal data by the Eutelsat group and acknowledge notice of, and understand the terms of Eutelsat’s Privacy Policy (as amended from time to time).
This role is a Eutelsat Group job opening; all of our open roles are posted on the current OneWeb and Eutelsat websites. Please note that when you are applying, your application may be seen by both teams.
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Description
Enabled
SAP as service provider
- "route" is used for session stickiness
- "careerSiteCompanyId" is used to send the request to the correct data center
- "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor
Description
Enabled
