Senior Specialist Customer Value Management

2 weeks ago


Midrand, Gauteng, South Africa AFRIZAN Full time

Are you a seasoned Service Management professional with a passion for driving customer satisfaction and retention at the highest level?

An exciting opportunity has arisen for a Senior Specialist Customer Value Management to take ownership of high-profile customer accounts, ensuring service excellence and strategic engagement. This role is designed for an experienced professional who thrives in complex ICT and networking environments, managing customers with a minimum R1,000,000 MRC.

Key Responsibilities:
  • Act as the single point of contact for customer issues, facilitating delivery, service management, and contract retention
  • Engage with senior and executive-level stakeholders to ensure strategic alignment and rapid incident resolution
  • Proactively identify and implement improvements to enhance customer experience within complex network and IT environments
  • Maintain customer satisfaction (CSAT) scores above 85%, ensuring prompt follow-ups on poor service instances
  • Conduct monthly billing meetings and service reviews, documenting all discussions and agreements
  • Oversee contract and SLA management, addressing complex queries and negotiations
  • Drive root cause analysis (RCA) and continuous improvement initiatives to minimise service disruptions
  • Identify and mitigate potential revenue leakage, while driving upsell and cross-sell opportunities
Ideal Candidate:
  • 12+ years in the ICT sector, with at least 6 years in the telco industry
  • 10 years of relationship management experience, engaging with customers at all levels
  • 5 years of contract and SLA management, ideally within complex outsource accounts
  • A formal IT/Networking qualification (3-year Diploma/Degree), Project Management certification, and ITIL v3 certification

EE Disclaimer:

All positions will be filled in accordance with the company's Employment Equity plan. We encourage people with disabilities to apply.

Application Unsuccessful Disclaimer:

If you do not receive feedback within two weeks of your application, please consider it unsuccessful. Keep an eye on our website and other career sites for future opportunities.



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