Senior Specialist Customer Value Management-east

1 week ago


Midrand, Gauteng, South Africa Liquid Tech (Pty) Ltd. Full time

Role Purpose
Service Management (SM) is a customer facing function in the customer services arena.

The SM is the single point of contact for all customer issues and are to facilitate delivery, service management and retention of contracted services.

This is a senior role to manage complex high end and spend customers R mil MRC and up. This is a high-profile engagement role
.

Role Description
ALWAYS CUST FIRST - NPS AND CSAT


Identify areas for improvement of overall customer experience in a more complex network / IT environment (multiple service in the customers complex architecture).

Implement action plans and act on Surveys and Transaction Feedback
Customers must be called back within 48 hours of poor service instances tracked on the Voice of the Customer system

CSAT must be above 85% on your specified service managed accounts, this will be measured by the surveys monthly and quarterly.

Service Management customer contact details to be maintained on SFDC for surveys (these must be updated on a monthly basis).Engage with Senior Management to Executive level customer stakeholders to discuss account health for strategic direction and incident resolution, (Platinum customers to be monthly R1mil and up) and captured on SFDC as a trip).


CUSTOMER RELATIONSHIP MANAGEMENT
Monthly billing meetings to be held with customers and captured on SFDC as a trip.

As an output of Service Reviews and meetings all necessary documents and minutes are to be distributed to customers and saved on the Share point portal under the customer name (latest and greatest).Service Managers are to address Senior Level stakeholders contract queries and ensure delivery of services per contacted requirements, which includes inputs and compilation of Contracts/MSA's and complex negotiations with the customer.

Engage with and resolve Senior customer stakeholders to address complaints and escalations. Senior Service Manager to engage and resolve these queries timeously and with customer satisfaction and retention. The aim in addressing these queries is aimed at ensuring customer retention.

PROACTIVE CUSTOMER SERVICE AND SUPPORT


Platinum and Priority customer SLA's are more complex and stringent than standard customers and the impact of outages can lead to reputational damage to the customer brand, therefore outages must be resolved timeously.

Besides the reputational risk is that if outages are not resolved could lead to thousands of customer staff not being able perform their duties.

Resolution of core tasks as defined in SFDC within Target Turnaround Time (TTT) i.e.

RCA and SIP creation 5 working days from closure of the incident, for any other query (action item) that comes in during a rolling month is to be completed within that month).Continuous Improvement - perform proactive customer service audits, identify design short falls and implement solutions before issues highlighted by the customer - 3 per month.

The projects undertaken by the larger customers are more complex and require a higher level of accountability and responsibility.

Also note that the engagement is with more stakeholders and not just one or the co-ordination is a lot more complex.

Effectiveness of individual project assigned by the Senior Manager.

OPPERATIONAL SUPPORT MANAGEMENT AND CONTINUAL IMPROVEMENT
High profile customers require dedicated and holistic attention so as not to churn and the relationship must be nurtured.

Service Managers are to maintain a churn and erosion report on their specified accounts and develop plans to prevent churn.

As the Service Manager on high profile accounts and considering that engagement is on Senior and Executive management level quality RCA report compilation is of paramount importance.

These customers have complex technical landscapes and require in depth analysis of problems to be undertaken.

The SM will be called on to drive and vet the Major Event RCA's from time to time and quality will be measured.

Debriefing or post mortem conducted with the customer post Major Events.

Implement Root Cause corrective measures identified in the RCA.Repeat incident analysis (flagged and SIP initiated as required)Reduce the number of SLA credits being paid to customers.

Maintain Billing Inventory Lists (via One view) ensure no billing errors result in credits. Billing disputes logged and resolved timeously (within actions TTT).

FISCAL EFFICIENCY
Clawbacks / revenue leakage - engage with customer decision makers and influencers to secure revenue.

Upsell / cross sell opportunities - strategically engage with customer's architects and sales representatives to maximise opportunities and direct and support customers expansion and delivery requirements.

Identify Cost Saving initiatives within your assigned account base or within Liquid and assist in implementing the initiatives.

Role Requirements
IT / Networking Formal Qualification (3yrs Diploma/Degree): Essential

Project Management:
Desirable

ITIL v 3

  • Midrand, Gauteng, South Africa Blue Label Telecoms Full time

    JOB PURPOSETo implement a robust customer value proposition for company through research on customer insights, industry trends and competitors. To identify opportunities to improve the customer value proposition and customer experience. To subsequently use the insights gained to develop customer centric solutions for those opportunities in collaboration with...


  • Midrand, Gauteng, South Africa Vodafone Full time

    :When it comes to putting people first, we're number 1.The number 1 Top Employer in South Africa.Certified by the Top Employer Institute 2024.Role Purpose/Business Unit: Do you have a vision for how technology can empower businesses and individuals alike? If so, we have an exciting opportunity for you In this role you will be part of a team that will shape...


  • Midrand, Gauteng, South Africa Vodafone Full time

    Role purpose:The Senior Specialist Solutions Architecture provides thought leadership for client solutions within specified Industry Vertical/s.The Senior Specialist Solutions Architecture meets the need of ever increasing solution complexity in the Industry Vertical by having the ability to understand customer business and technology environment (at...

  • Senior Specialist

    1 month ago


    Midrand, Gauteng, South Africa Vodafone Full time

    Number 1 Top Employer in South Africa Certified by the Top Employer Institute 2024. Role Purpose/Business Unit: Part of the commercial playbook pricing governance is crucial for market competitiveness. As a Pricing Senior Specialist, responsibilities include analyzing market trends, competition, and customer behavior for effective pricing strategies....

  • Senior Specialist

    1 week ago


    Midrand, Gauteng, South Africa Vodafone Full time

    Number 1 Top Employer in South Africa Certified by the Top Employer Institute 2024. Role Purpose/Business Unit: Part of the commercial playbook pricing governance is crucial for market competitiveness. As a Pricing Senior Specialist, responsibilities include analyzing market trends, competition, and customer behavior for effective pricing strategies....

  • Senior Specialist

    3 weeks ago


    Midrand, Gauteng, South Africa Vodafone Full time

    Number 1 Top Employer in South Africa Certified by the Top Employer Institute 2024. Role Purpose/Business Unit: Part of the commercial playbook pricing governance is crucial for market competitiveness. As a Pricing Senior Specialist, responsibilities include analyzing market trends, competition, and customer behavior for effective pricing strategies....


  • Midrand, Gauteng, South Africa MSD Full time

    Reporting to the Associate Director, Regional Security Middle East Africa (MEA), the Regional Security Senior Specialist will be responsible for supporting Global Security Group (GSG) Operations in Sub-Sahara Africa (French West Africa, English & Portuguese Africa, South Africa). He/She will be responsible for providing primary security support for all...


  • Midrand, Gauteng, South Africa Vodafone Full time

    Role purpose:The Senior Specialist: VBCVM Intelligent Selling Capability provides strategic business analysis outputs to VBCVM key stakeholders and directly to the Intelligent Selling Capability Squad.The Senior Specialist: VBCVM Intelligent Selling Capability maximizes the effectiveness of the Product Owner and CVM Leaders by supporting the creation of user...


  • Midrand, Gauteng, South Africa DSM Full time

    Job title – Senior Quality Specialist Location – Midrand, South Africa Job model – On Site/Hybrid DSM-Firmenich are recruiting a Senior Quality Specialist who is responsible for independently supporting the site team to achieve quality performance and compliance within a key strategic site within dsm-firmenich. At dsm-firmenich, being a...


  • Midrand, Gauteng, South Africa Liquid Tech (Pty) Ltd. Full time

    Role PurposeAssist Account Manager in there vertical segments in all Liquid C2 to identify, scope, present and sell complex Cloud and Cybersecurity solutions. Run customer-facing presentations on Liquid C2 products, services and propositions. Engage and develop C-level and senior management customer contacts in various roles - technical, commercial,...


  • Midrand, Gauteng, South Africa Epsidon Management & Marketing Consultancy Full time

    Job Title:Cyber Security Sales SpecialistLocation & Address: JohannesburgReports to: Commercial ManagerDirect Subordinates:0Total Staff in Function:WORKING RELATIONSHIPS:Internal: Procurement Sales Operations Brand Operations Account Managers Systems Engineers / Presales Marketing Logistics Regional ManagersExternal: Vendor Resellers End Users Vendor...


  • Midrand, Gauteng, South Africa Siemens Healthineers Full time

    Do you want to help shape the future of healthcare? Our name, Siemens Healthineers, was selected to honour our people who dedicate their energy and passion to this cause. It reflects their pioneering spirit combined with our long history of engineering in the ever-evolving healthcare industry.We offer you a flexible and dynamic environment with opportunities...


  • Midrand, Gauteng, South Africa Vodafone Full time

    :When it comes to putting people first, we're number 1.The number 1 Top Employer in South Africa.Certified by the Top Employer Institute 2024.Role Purpose/Business Unit:The Senior Specialist: Internal Audit, Tech is responsible for executing Technology and integrated audits and ad hoc management requests across the Vodacom Group footprint in support of...


  • Midrand, Gauteng, South Africa Vodafone Full time

    Role purpose:The purpose of this role is to support the execution of Vodacom's ESG framework with a focus on the digital society and inclusion for all-purpose pillars; and social impact-related responsible business practices across Vodacom and its subsidiaries ('Vodacom'); as well as to provide expert advice at senior levels (Group and subsidiaries) on such...


  • Midrand, Gauteng, South Africa Vodafone Full time

    Role purpose:As a Senior Account Manager, you will be responsible for retaining and growing a portfolio of Vodacom's strategic accounts. Through effective and proactive relationship management up to C-Level, you will be a trusted adviser and be well placed to identify business challenges and how they can be addressed by Vodacom's wide portfolio - ranging...


  • Midrand, Gauteng, South Africa Liquid Tech (Pty) Ltd. Full time

    Role PurposeAs an Specialist: Senior C2 Account Manger you will have the opportunity to drive digital technology transformation in partnership with your customer, to achieve both Liquid C2 Direct and customer business outcomes. Leveraging your large, multi-functional team across the breadth of the Liquid C2 solutions portfolio, engage at the most senior...


  • Midrand, Gauteng, South Africa Nexio Full time

    ROLE PURPOSEAs part of the Customer-facing Nexio SOC team, the Senior Specialist: Cybersecurity Infrastructure Support will identify, analyze and react to security incidents, events, and threats using a reliable set of operating processes and SIEM technologies such as Azure Sentinel, or QRadar, or ArcSight The Senior Specialist:Cybersecurity Infrastructure...


  • Midrand, Gauteng, South Africa Vodafone Full time

    Role purpose:The Senior Specialist: Internal Audit, Tech is responsible for executing Technology and Integrated audits and ad hoc management requests across the Vodacom Group footprint in support of strengthening the control environment. The audit work must be performed in line with the Vodacom Internal Audit methodology and professional standards. Following...


  • Midrand, Gauteng, South Africa Vodafone Full time

    Role purpose:The PAM Senior Specialist is responsible for ensuring that the PAM product is implemented and rolled out throughout the Vodacom group. This role is responsible for all the checkpoints during the delivery lifecycle of PAM support, maintenance, and roll out. This role is responsible for managing the product and the associated projects that impact...


  • Midrand, Gauteng, South Africa Vodafone Full time

    Role purpose:Deliver actionable customer insights, which inform product development, customer experience and commercial growth opportunities, through qualitative and quantitative customer research. As a Centre of Excellence, the Customer Insights & Research team, are a key business partner throughout Vodacom SA, providing in-depth customer understanding,...