National Service Manager - NYC - Vodafone - New York, NY
Vodafone in the Americas currently employs over 500 people to serve existing customers and facilitate our expansion, primarily in the US. Expansion for us means investment in key products and services that will enable Vodafone Global Enterprise (VGE) to extend its capability into the US market, with additional presence in Canada, Mexico, Brazil and Argentina. This expanded global presence enables Vodafone’s total communications portfolio to be sold to our existing multi-national customer base, for customers with headquarters and subsidiaries in the US. Vodafone will become a leader in total communications in the US by strengthening our global propositions for IP-VPN, M2M, Converged Communications and Hosting.
Vodafone provides all of the speed, growth and excitement of a start-up, with the financial backing and footprint of a firmly established global corporation. This is your chance to join a truly international team. You’ll broaden your exposure and gain insights from a wide range of perspectives. Equally important, you’ll also have the chance to build a successful, long-term career.
The Career Opportunity
Right now we’re looking for proactive self-starters with a background in customer support and service management to join our expanding Customer Presales & Service organisation.
Working as an NSM for the Americas region you will be part of a dedicated Service Management team responsible for ensuring VGE meets all of its Service Obligations to a portfolio of allocated customers by providing a superior in-life customer experience.
You will be responsible for the end-to-end customer service relationship for a portfolio of up to 10 VGE customers, taking accountability for meeting the agreed service terms and conditions and meeting all service metrics. You will also work across a number of internal teams and functions, including taking responsibility for managing the overall internal service relationship with the National Account Managers for their accounts. You will ensure that Vodafone understands the overall regional requirements for the sales teams and that the Customer Pre Sales team deliver on their commitments to the account base.
Some of your key accountabilities will include:
Acting as an escalation point for Customers; owning and managing escalated issues through to resolution.
Take individual ownership of up 10 accounts across Vodafone Americas, primarily in the US.
Articulate the Vodafone Service Proposition and build customer confidence, working cohesively with Vodafone Sales, Operations and Account Management teams.
Providing support to the Global Service Manager in developing global proposals, incorporating all local service elements.
Monitoring service performance during service implementations and providing customers with detailed reporting on service performance.
Measuring and monitoring service performance, including SLA measures, and ensuring that service reports are produced and delivered within the agreed timescales.
Contributing to Service and Performance Reviews.
The Candidate Profile
This role requires a confident completer finisher with excellent communication, networking and problem-solving skills. You will be comfortable interacting with customers and colleagues at all seniority levels and be passionate about understanding the customer needs, challenges and business goals in order to deliver the very highest quality of customer service and support.
As an NSM at Vodafone your key skills and experience will include:
A general knowledge of the Telecommunications industry, fixed and/ or mobile services, or the high-technology industry is essential.
Being customer obsessed with the ability to demonstrate a deep insight into the customer way of thinking.
Having the ability to articulate the customers’ perspective in easy-to-understand ways, bringing a unified understanding to colleagues.
Constructively challenging the status quo with a focus on customers, NPS and profitability.
Driving improvements to business processes with a can-do attitude when working in a demanding and challenging environment.
Being able to design and implement new processes and procedures whilst having the ability to identify new opportunities within the account.
You will:
Be a self-starter.
Have first-class communication skills and be experienced in customer interactions, whether it is face-to-face, over the phone or via written communication.
Possess excellent people skills with the ability to manage and coordinate multiple parties during the escalation process.
Be passionate about problem-solving with the ability to have challenging conversations in order to reach a successful resolution.
Always be proactive with your accounts – understanding the needs and challenges of the customer is essential in order to anticipate and resolve problems quickly and efficiently.
Have strong planning and organisation skills, as well as being adaptable to change.
ITIL service management or Prince project management experience is also highly desirable.
Commitment from Vodafone
Vodafone is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognised, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences – we are not only multinational but multicultural too. At Vodafone you will have access to our outstanding flexible benefits programme that you would expect from any global company.
We’re a brand that loves change – if it’s not happening naturally then we’re creating it ourselves. It’s in our DNA to push forward, to create a better future, to never rest and find new ways that help people communicate. That’s the lifeblood that runs throughout Vodafone; we are driven to empower people. To find that spark that empowers
you
is why we are in business – that’s what we mean when we say ‘power to you’.
It is the policy of Vodafone to provide equal employment opportunities for all individuals without regard to race, sex, age, religion, color, national origin, disability or veteran status. No Relocation or visas are supported.
Job Type
:
Full-time
Employment Type
:
Permanent
Closing Date
:
Ongoing
0 comments:
Post a Comment