Description:
Are you a seasoned Service Management professional with a passion for driving customer satisfaction and retention at the highest level?
An exciting opportunity has arisen for a Senior Specialist Customer Value Management to take ownership of high-profile customer accounts, ensuring service excellence and strategic engagement. This role is designed for an experienced professional who thrives in complex ICT and networking environments, managing customers with a minimum R1,000,000 MRC.
Key Responsibilities:
Act as the single point of contact for customer issues, facilitating delivery, service management, and contract retention Engage with senior and executive-level stakeholders to ensure strategic alignment and rapid incident resolution Proactively identify and implement improvements to enhance customer experience within complex network and IT environments Maintain customer satisfaction (CSAT) scores above 85%, ensuring prompt follow-ups on poor service instances Conduct monthly billing meetings and service reviews, documenting all discussions and agreements Oversee contract and SLA management, addressing complex queries and negotiations Drive root cause analysis (RCA) and continuous improvement initiatives to minimise service disruptions Identify and mitigate potential revenue leakage, while driving upsell and cross-sell opportunitiesIdeal Candidate:
12+ years in the ICT sector, with at least 6 years in the telco industry 10 years of relationship management experience, engaging with customers at all levels 5 years of contract and SLA management, ideally within complex outsource accounts A formal IT/Networking qualification (3-year Diploma/Degree), Project Management certification, and ITIL v3 certificationEE Disclaimer:
All positions will be filled in accordance with the company's Employment Equity plan. We encourage people with disabilities to apply.
Application Unsuccessful Disclaimer:
If you do not receive feedback within two weeks of your application, please consider it unsuccessful. Keep an eye on our website and other career sites for future opportunities.