Customer Service Director

Twoja rola

Overall CSD Responsibilities

• To have overall accountability for the quality of solutions provided to multi-national Customers. (measure service provided against defined Service Level Agreements). 
• Increase the value that Orange delivers to a customer, and deliver continual service improvement.

Service Level Management

• To be the Customer’s primary senior point of contact within Orange, for all escalated Service related issues.
• 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.
• Engagement in organic growth orders / upgrades if there is no CPD / PM assigned and/or the process is not working smoothly
• Ensure customer sees and feels Orange Business Services delivery as a seamless team irrespective of internal / third party structures.
• Identify and mitigate risks (failure or delay); ensure appropriate levels of business contingency / continuity are in place.
• Present monthly service reviews and Service Improvement Program actions; manage customer expectations; interpret high-level dashboard of all operations to customer (sponsor / service director).
• Provide customer with informed industry benchmarks e.g. Gartner, Telemark; propose service enhancements which continually position Orange Business Services as best in class.
• Proactively review overall service requirements with business users; identify gaps and opportunities, help users articulate needs.
• Help customer up-scope existing contracts; help visualize the enhanced value and assist AGM / ECT build the business case / sales presentations.
• 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
• Present monthly high-level dashboard of all operations to Customer Operations Director; highlight trends and value generation opportunities.
• Identify and create Additional Customer Value.
• Continually review efficiency of Orange Business Services processes to ensure delivery of world-class innovative solutions.
• Lead the post sales service managers assigned to the account and ensure all are working together to bring a high level of customer satisfaction.
• Continually develop service improvement actions to identify opportunities to provide additional value to the customer.
• To lead regular Customer service review meetings at Corporate levels.
• To assist in Service Management Contract negotiation in parallel with Account Manager/Director where requested.
• To assist in RFP solutions and provide pre-sales presentations to customers when required.
• Interface with the customer at Senior Management level on a regular basis and conduct periodic executive service reviews.

Financial Management

• Perform financial management according to the service sold to the customer. Responsible for service management P&L....
• Peer review monthly customer billing; ensure bill accuracy.
• Accountable for resolution of billing issues and assist AGM in escalated case.
• Ensure billing remains consistent with contract and client expectations.
• To assist CSM Management team in developing Service Management revenue opportunities