Job Family Descriptor
Acts as primary customer liaison for implementation and ongoing operations for contracts to generate sales leads, drive technical service improvements and robust processes for managing service relationships with platinum and priority customers and ensure network and process optimization and relationship management including post product implementation.
Participate in customer engagement reviews and provide service improvement recommendations as required. Ensuring operational rigour, efficiency and high quality in the overall lifecycle of customer service support.
Ensuring adherence to agreed SLAs, ensuring alignment of internal operations, Product and Sales teams to customer needs.
Responsible for change management, contract management and customer loyalty. Ensures successful transition of the engagement team to the delivery team with the overall objective to make TCL a preferred supplier to customer.
Influence TCL retention with customer to increase revenue opportunities.
Broad outline of the Role
May Lead a team through application of deep knowledge of one job area or broad knowledge of several job areas within Service Management or may be an individual contributor.
Operational role, responsible for setting objectives and delivering results that have a significant impact within the context of a wider operational area.
Identifies problems and updates or modifies working methods in own role without the benefit of defined procedures. May Provide first level of supervisory management to a work team that includes professional roles.
May also supervise technical and administrative staff. Self-sufficient, capable of identifying key issues and priorities and focusing on these to deliver required results with minimal direction and supervision.
Work-group / team focus. Education : Graduate (engineering preferred)Experience : 4 - 8 yrs
Purpose - Broad objective of the role
Operating Network - Key External
Operating Network - Key Internal
Size and Scope of Role - Financial
Size and Scope of Role - No. of direct reports
Size and Scope of Role - Total team size
Size and Scope of Role - Other size parameters
Minimum qualification & experience
Other knowledge / skills