Converged Service Manager

As Converged Service Manager (CSM) you have a key role in delivering a differentiating customer service to our accounts (Segment: Corporate & SME > 150 users) for mobile, fixed and converged services. It is critical to ensure our customer is recognised in the marketplace for its service excellence.

What you are going to do

• Develop Service Improvement plans and be responsible for leading and driving these. These improvement plans, will also include possibilities of identifying upselling, or cross selling opportunities with the responsible Account Manager;

• Next to your assigned set of customers, you will also be focused on smaller accounts providing reactive support, ensuring that queries are followed up to provide a unique experience for customers;

• Articulate the Service Proposition and build customer confidence and work cohesively with Sales and Account Management teams;

• Provide customers details on service performance and monitor performance during the contract;

• Clarifying customer-specific reports, the standard SLA reporting and troubleshoot if necessary;

• CSI (Continuous Service Improvement) through measuring and monitoring service performance, including SLA measures, and ensure service reports are produced and delivered within agreed timescales;

• Organizing special workshops and training courses in support for the customer.

What we expect from you

• At least 5 years of experience in a similar environment (Technology, IT, Telecom);

• Proven experience in working on corporate accounts in a service role (working with customers, leading service review, understanding their needs, service requirements and strategy);

• Bachelor degree or equivalent;

• General knowledge required on telecommunications solutions portfolio for mobile, fixed & converged;

• Professional proficiency in both Dutch and English;

• Strong business relationship management, communication and decision making skills;

• You are independent, confident and able to lead in a high-growth, high-uncertainty environments;

• You formulates concrete objectives and priorities for the work, plans and organizes activities efficient and effective, adequately regulates the necessary people and resources, guarded carefully extracting the set goals and deadlines.