Service Delivery & Product Manager
The purpose of this role is to manage the service delivery and product/s within the CX Mobility team, within the Adapt IT Telecoms division. The successful candidate will be responsible for overseeing the delivery of high-quality services to our clients, ensuring customer satisfaction, and driving operational efficiency. The Service Delivery part of the role will require that you play a key role in managing client relationships, implementing service improvements, as well as maintaining and delivering on service level agreements (SLAs) through our support desk team. In addition, this role will require the responsibility of overseeing the success of our software product and modules from ideation to market release.
The role requires collaboration with clients and other stakeholders to understand their needs and goals as well as a thorough knowledge of the CXM product suite. The Service Delivery & Product Manager role requires a blend of client relationship management, client consulting, software expertise, product vision, and market knowledge to ensure that a world-class product is delivered and continuously innovated to optimize the way in which our clients are able to deliver the service/s to their customers.
Duties & Responsibilities
Client Relationship Management:
- Act as the primary point of contact for clients, building and maintaining strong relationships.
- Proactively conduct regular meetings with clients to review operational concerns, address issues, product releases and enhancements, as well as any commercial related items.
- View client meetings not only as a platform for issue resolution but also as an opportunity to strengthen relationships and reinforce our commitment to their success.
- Offer personalized solutions and recommendations based on a deep understanding of the client's unique business requirements and industry landscape.
- Maintain detailed records of discussions, decisions, and action items from client meetings to ensure clarity and accountability.
- Provide timely follow-up on action items and commitments made during meetings, demonstrating reliability and professionalism.
Customer Consulting:
- Implement and manage a customer consulting strategy to drive product adoption, customer retention and revenue growth within the Mobile Network Operators (MNOs) top customers.
- Lead and manage a team of success consultants, setting clear expectations and empowering them to deliver exceptional value to our top-tier MNO end clients.
- Define key performance indicators (KPIs) to measure the effectiveness of success consultants, emphasizing the value and frequency of client engagements.
- Actively engage with our consultants, our top-tier MNO end customers to cultivate strong, strategic partnerships.
Support Desk and Service Level Agreement (SLA) Management:
- Lead and manage the Customer Success Support Consultants, setting clear expectations and empowering them to deliver exceptional value to our customers.
- Monitor SLAs to ensure compliance with agreed-upon service standards.
- Analyse SLA performance data and take corrective actions as needed to meet or exceed targets.
- Formulate and communicate SLA status and performance reports to internal and external stakeholders.
Product Roadmap & Planning:
- Influence and communicate on the product vision and strategy in alignment with company goals.
- Conduct market research and competitor analysis to identify opportunities and threats.
- Collaborate with stakeholders to define and prioritize features, functionalities, enhancements, and releases based on customer needs and market trends.
Desired Experience & Qualification
Education and Qualification:
- Relevant Bachelor degree is an advantage.
- At least 5 years of experience within the telecoms/mobility sector.
- Minimum 5 years’ experience in customer software support and/or service account management.
- Very strong verbal and written communication skills.
Attributes:
- Strong collaboration skills with the capability to effectively interact with all stakeholders.
- Resilient and maintains a positive outlook.
- Problem-solving skills.
- Organised planner.
- Willing and able to travel when required.
- Act as a leader within the team.
#J-18808-Ljbffr
