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>> - Customer Service Manager - Federal SatCom Projects (15-027)
- Customer Service Manager - Federal SatCom Projects (15-027)
Summary
Title:- Customer Service Manager - Federal SatCom Projects (15-027)
ID:15-102-027
Seq#:29
Job ID:15-102-027
Location:Washington, DC
Keywords:DoD, Government, Project Management, Satellite Communications, Satellite Ground Systems, Space / Satellite Operations
Industry/Field:N/A
Description
Please note: This position requires the candidate to be a USA citizen and possess a security clearance or be able to be able to obtain one.  

Main purpose of this role


The Customer Service Manager for Government Services (GS) partners with customers to ensure success and grow their business with our client's high speed SatCom technology and services  portfolio. Key responsibility around owning the customer relationship on behalf of the services organization from pre-sales through service delivery by building customer rapport and establishing strong relationships.

The Customer Service Manager (GS) will own program delivery and revenue assurance across projects taking customers through to acceptance and O&M, as well as being the “Voice of the Customer” within our client's organization by understanding what each customer values in terms of support throughout the customer lifecycle and ensuring that the our client's team interfaces with the customer to offer coordinated support in driving revenue growth.

Key Areas of Responsibility and Accountability
  • Assist customers in specifying, procuring, and implementing products, systems, and connectivity to commence their services on our client's system
  • Works with commercial teams on services pricing, scope
  • Program manages the customers through Service acceptance
  • Guide the customer through the Customer Fulfillment process and manage schedules and customer planning and expectations
  • Provide feedback to Product Development, Systems Engineering and Asset Management on requested features or enhancements, technical challenges, and our client's customer service support
  • Understand what each customer values the most in terms of customer support and ensure customer monitoring and support requirements are defined and integrated into the Network Operations Center
  • Be a Champion within our client's to work with our client's functional teams to develop a Customer Centric organization
  • Owns Customer post acceptance care, ensuring that all issues are proactively managed
  • Prepare and present to customer, through the presales stage to post acceptance service
  • Drives revenue assurance for sales team
  • Works with Global services teams who deliver core competencies on projects
  • Works with commercial teams on services pricing, scope
  • Key lead and go to person on delivery projects, reports status to customer, sales
  • Other tasks and projects, as assigned by line manager
Requirements

Education/Degree and Skills: 
  • Bachelor degree, preferably in Engineering/Technology/Computer Sciences  
  • MBA a plus
  • PMP Certification, preferred
  • Strong project management and organization/coordination skills with a history of success
  • Strong interpersonal skills and an ability to work effectively in a global high energy multicultural team and interface with a global customer base and understand their needs
  • A strong communicator and a world class attitude to customer service
  • Excellent presentation skills
  • Excellent written and verbal communication skills
Specific Knowledge and Experience: 
  • Minimum 5-7 years’ Commercial Managed services experience in Government business units
  • A minimum of 3 years relevant experience in network deployment and has a strong understanding of what it takes to manage customer SLA expectations
  • Program management and/or Project management background
  • Knowledge of satellite industry and enterprise networks
  • Hands on knowledge of the implementation of satellite based, fixed/mobile networks, fiber backbone networks, and Internet access networks in emerging markets
  • Government market experience and business cultural awareness
Personal traits:
  • Sense of urgency, initiative and competitive drive to get things done
  • Resourcefully working through or around anything blocking things that need to be accomplished
  • Ability to make decisions and take responsibility for them
  • Ability to work at in a fast pace environment
Willing to travel internationally and meet directly with clients
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