Customer Service Director

Job Description

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 on new business.