Senior Specialist Customer Value Management-east

1 week ago

Midrand, 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 R1 000 000 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 two.so 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

  • Senior Specialist Customer Value Management-east

    2 weeks ago

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

    Role PurposeService 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...

  • Senior Analyst: Customer Value Management

    4 weeks ago

    Midrand, South Africa Blue Label Telecoms Full time

    **JOB PURPOSE** To 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...

  • Senior Specialist Value Added Services

    4 weeks ago

    Midrand, 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...

  • Senior Analyst: Customer Value Management

    2 weeks ago

    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...

  • Senior Specialist Value Added Services

    2 weeks ago

    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...

  • Customer Operations Manager

    2 months ago

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

    **Role Purpose** The Customer Operations Manager (COM) of Strategic Accounts is a leadership position responsible for overseeing and managing the operational aspects of the company's key customer accounts. The Customer Operations Manager must ensure that operations are efficient, cost-effective, and meet quality standards. **Role Description** Customer...

  • Customer Operations Manager

    22 hours ago

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

    **Role Purpose** The Customer Operations Manager (COM) of Strategic Accounts is a leadership position responsible for overseeing and managing the operational aspects of the company's key customer accounts. The Customer Operations Manager must ensure that operations are efficient, cost-effective, and meet quality standards. **Role Description** Customer...

  • Senior Specialist Solutions Architecture

    2 weeks ago

    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: Digital Sports Produc

    3 weeks ago

    Midrand, South Africa Vodafone Full time

    **.**: **When it comes to creating a place where everyone is welcome, 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: Digital Sports Products role is based within the Digital Lifestyle services department.As a market leader in the...

  • 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

    2 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....

  • Senior Specialist

    4 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....

  • Regional Security Senior Specialist

    2 weeks ago

    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...

  • Senior Specialist

    2 weeks ago

    Midrand, 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**: - As part of the commercial playbook pricing governance is one of the key pillars to ensure we are relevant and competitive from a mark-to-market perspective. - As a...

  • Senior Specialist: Cvm Capability

    2 weeks ago

    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...

  • Senior Quality Specialist

    7 days ago

    Midrand, 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...

  • Senior Specialist IT Auditor

    2 months ago

    Midrand, 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...

  • Senior Specialist IT Auditor

    2 days ago

    Midrand, 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...

  • Senior Specialist IT Auditor

    4 weeks ago

    Midrand, 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...

  • Senior Specialist

    4 weeks ago

    Midrand, 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: As part of the commercial playbook pricing governance is one of the key pillars to ensure we are relevant and competitive from a mark-to-market perspective. As a Pricing Senior Specialist,...