Principle Customer Assurance Advisor

4 days ago

Sandton, South Africa Intelsat Full time

**Your role in helping us shape the future**:
You will serve regionally as an advocate for Intelsat customers, providing a conduit into and out of Intelsat to ensure customer expectations/requirements are known and met, and acts as an escalation point for issues that live in other departments such as: Sales, CSE, Legal, Network Engineering, and Network Operations. Works with Network Engineering and Network Operations to support customer meetings, handbooks, metrics, maintenance coordination/planning, reporting and ticket follow-up to ensure Intelsat maintains customer service level based on our standard concept of operations and our customers’ contract. Ensures Intelsat maintains customer service level based on our standard concept of operations and our customers’ contract. Works with Network Engineering and Network Operations to establish a best effort disaster recovery plan. Utilizes customer information to identify trends to develop recommendations for actionable business strategies to drive customer retention. Must be available 24x7x365 to support their customer(s) when/if service affecting anomalies occur. Finally, you'll need the professional maturity and savvy to manage and prioritize your time, work autonomously as a remote operations employee, and interact effectively with business and technical professionals internally and externally. This role requires up to 20-30% travel as required to meet with customers.

**Are you up to the challenge?**
- Support Sales, Customer Solutions Engineer (CSE), Network Engineering, and Network Operations teams to enhance internal business policies and procedures to improve customer relations, satisfaction, and retention.
- Improve business processes to support Sales & CSE, Network Engineering, and Network Operations teams and our customers, directly or indirectly, through several initiatives (e.g., Service Level Agreement (SLA) measurement, retention, and role & responsibility definition).
- Contribute to the continuous improvement of global service escalation process and the development and implementation of customer communications.
- Support customer documentation generation and adherence, to ensure Intelsat maintains customer service level: escalation procedure, Concept of Operations (ConOPS), Customer Handbooks, handover documentation, Customer Roadmap, Disaster Recovery Plans, and establish and publish reports on Key Performance Indicators (KPIs).
- Support account team (Sales & CSE): communicate outages, upgrades, etc. to customer, act as a point of escalation for issues.
- Technical proficiency in one or more of product types e.g., Managed Services, Media, Broadband, and Mobility.
- Utilize customer information to identify trends to develop recommendations for actionable business strategies to drive customer retention
- Advise and support on all aspects of customer assurance. Maintain an overview of service activity across the company and work to gain and maintain wider knowledge of service issues including historical customer experience.
- Expert knowledge of customer support and maintenance agreements to help realize customer experience opportunities.
- Programmatic skills utilized to ensure multiple work streams stay on track and deliverables are achieved.
- *On-call Support - during major projects, service impacting events, or critical meetings.

**Can you drive these processes?**
- Establish and maintain strong and productive relationships with customers and stakeholders to ensure that service performance is effectively managed and monitored and issues promptly dealt with, that problems escalated by the customer and/or company are resolved efficiently and effectively. Ensure company is well placed to challenge the status quo and effect change by utilizing ‘Lessons Learned’ to maintain best practices and associated procedures.
- Establish and maintain strong and productive relationships with key leaders from all areas of the company, to ensure that the varied and changing service requirements of the business are understood and are incorporated into a framework of continuous improvement.
- Ensure effective performance monitoring of company service areas (defined areas) and that interdependencies and related performance issues are investigated and acted upon and that best practices are recognized and shared. Propose and deliver service improvements where required. Provide inputs regarding tool enhancement/development, business process, and metrics.

**You should definitely have**:

- 4-year college degree with 5-7 years of experience in a customer assurance role.
- Experience interfacing with customer’s management in a customer assurance role to solve issues, grow their business, and anticipate customer needs.
- Experience working in a bilingual environment with written/verbal skills in French as the primary language and English as the second language.
- Project Management foundational skills or equivalent experience
- Strong soft skills when inte

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