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Customer Service Manager (CSM) - Responsable operationnel de compte (ROC)

Fecha: 22-jun-2022

Ubicación: PARIS, FR

Empresa: Telefonica S.A.

Multinationals Customer Service Manager (CSM) / Responsable operationnel de compte (ROC)

 

Area description:

Telefonica Global Solutions (TGS) is the area in charge of the global management of our Multinational business. We deliver cybersecurity, Iot, Cloud and telecom services to some of the world’s top multinationals and corporations. Using our expertise and cross-industry insight, we devise fit-for-purpose answers to the problems multinationals face. By providing a single point of contact we simplify the complexity, providing stress-free and secure integration across the digital services we provide. Working closely with customers, we support their ambitions and competitive demands by offering possibilities for more flexible, secure and resilient operations anywhere in the world. We are a multicultural organisation, present in over 20 countries.

 

Find more about us at http://www.globalsolutions.telefonica.com/

 

Who we are?

Think about the success of having a French client, to whom we sold services in a Latin American country and Europe. If this sounds interesting to you, if you like things well done, if you feel that everything has room for improvement and you are motivated to do your bit to make our clients want to repeat business with us, then you definitely belong here with us in the Service Management team of our Multinational Customers organization..

 

The Global Service Management Team

As a GSM (Global Service Manager), you will work closely with Operation Teams, Global Account Managers, Solution Architects and Program Managers to bring the best of technical solutions and troubleshooting services to our most valuable Customers. Aligning closely with the sales strategy, you will provide both proactive and reactive recommendations to our Customers and coordinate with our teams to ensure an exceptional experience.

 

As GSM you will:

  • Undertake regular Customer network service improvement initiatives, including contributing with Telefonica‘s Pre-Sales and Post Sales organizations identifying integrated solutions based on analysis of Customer service data, performance reports, etc.

  • Contribute to upselling Telefonica products and services to our Customers and also ensuring their loyalty to our Company.

  • Be responsible for SLA monitoring and compliance reporting. GSM is responsible for Monthly Service Reviews of Contracted Services and Benchmarking against Committed Service Level Agreement to ensure total Customer satisfaction. In addition, responsible for SLA violation credits calculation, reporting and seeking agreement with Customer. Monthly reporting that clearly outline service levels achieved during each month benchmarked against Service Level expected by the Customer.

  • Be responsible for SLA internal accounting and interaction with other Telefonica providers to record and collect SLA with Telefonica service providers.

  • Establish strong service relationships with key decision makers from our service providers, Telefonica subsidiaries, affiliates and partners in a number of countries where Telefonica operates.

  • Be responsible for validating and updating Service Delivery Guides and Quality plans that explain Customers all the details of provisioned Services and how to interact with Telefonica NOC including Trouble Ticket Creation, Reporting, Follow-Up and Escalation.

  • Manage escalation of incidents generated by the Global Service Management Center, other operations team or Customer. The GSM will make sure that all the necessary internal and external steps have been taken and will engage in communicating the affected Customer(s) that internal troubleshooting and escalation procedures have been followed.

  • Be responsible for delivering Customers with Service Assurance Reports including Root Cause Analysis and Temporary/Permanent Corrective Measures to avoid Network Outages or Service.

  • Conduct Monthly Network Operational Reviews over the phone and on-site Quarterly Face-to-Face Executive review meetings with Customers.

  • Be responsible for conducting investigations regarding any Invoicing complaints or queries initiated by the Customers. The GSM will interact within Telefonica Organization, find any discrepancies and provide Customer with adequate explanations and fixes.

  • Review Customer Satisfaction Surveys for her specific Customer and determine corrective action when needed to improve or maintain achieved results.

  • Be responsible to maintain company Objectives for Customer Satisfaction measured through periodic Customer Satisfaction Surveys.

  • Ensure nominations reflect accurately the contracts held with each Customer and ensure all responses are dealt with appropriately.

  • Follow up on red CSI scores for TGS Customers together with the Sales Manager, representing TGS service.

 

What do you need to know?

  •  We prefer engineering profiles, with synthesis and analytical skills.

  • Knowledge of ITIL, PMI

 

What do you need to have?

  •  Excellent communication and presentation skills. You will need to be able to communicate clearly, concisely and appropriately at all levels (including C-level)

  • Initiative, a can-do attitude and a desire to get something done

  • Self-motivation and resistance to pressure

  • And first and foremost a desire to learn and work with a multicultural team, with colleagues in 20different countries

 

It is better if you have already worked

In similar positions (Customer Service, Operations) and you have a proven track record in managing complex and international projects/customers, and leading international structures.

We value the knowledge of the different teams of Telefónica and its legal entities.

 

We need you to be able to communicate.

  •  In French, bilingual

  • In English, advanced

  • Spanish is a plus

 

 

Keywords :

Grands comptes, comptes clé, responsable opérationnel de compte

Cyber sécurité, IoT, Cloud, réseau, opérateur telecom

 

If you join Telefónica

You join almost 100 years of history, you join a team of 106 nationalities present in more tan 35 countries. You join a team that works to connect people wherever they are. We are leading the digital revolution with the enthusiasm of the first day in all our businesses, creating the best digital ecosystem for our clients: network, IoT, cloud, security, innovation etc. Here, at Telefónica you count with everything you need to be the best you. We need people like you that wants to take this challenge of creating the Telefónica of tomorrow.

Telefonica is committed to the new working ways. Under our proposition “Disconnect to Reconnect” we have applied the Digital Disconnection.

 

#WeAreInclusive

We strongly believe diverse and inclusive teams become more innovative and they achieve improved results. Telefonica aims to promote and guarantee a place for everyone, just the way we are: gender, age range, sexual orientation and/or identity, culture, creed, disability or any other personal condition.