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Sr. Project Manager, Customer Service Delivery



Join an innovative team that is responsible for transforming the customer experience by creating and bringing to market new products and services based upon globalized connectivity without boundaries. We reach beyond the traditional satellite industry and the broader communications landscape.?? As part of the Intelsat vision, we will define new products with the performance, features, and flexibility required to open new profitable markets, drive new revenue streams and ensure the most reliable and secure communications globally. To accomplish our goal, we are looking for bold thinkers who will continue our legacy of innovation for decades to come.



Intelsat?s Senior Project Manager, Customer Service Delivery works as a liaison with Sales, CSE, Network Engineering, and Network Operations teams to support customer on-boarding of new customers and manages change of identified customers and ensures Intelsat implements services based on customer service level agreement/contract and our standard concept of operations.


The Senior Project Manager, Customer Service Delivery acts as an escalation point for issues with existing processes that live in other departments Finance, Sales, Network Operations, Legal, Network Engineering during implementation of a service or changes to existing service. This professional provides customer communications and support for both internal customers and external customers.? This pivotal role utilizes customer information to identify trends in order to develop recommendations for actionable business strategies to drive customer retention. This key contributor adapts to and helps determine changes in process and function as new products are implemented and require service delivery. Supports related activities such as new services terminal qualification/certification and customer testing, trials and demos.



Critical Responsibilities


?Support Sales, Customer Solutions Engineer (CSE), Engineering, and Operations teams to enhance internal business policies and procedures to deliver new Intelsat managed services per agreed to SLAs and with a high degree of customer satisfaction


?Improve business processes to support Sales & CSE, Engineering, and Operations teams and our customers, directly or indirectly, through owning the new customer services delivery function


?Contribute to the continuous improvement of global customer experience by ensuring that all customer services are delivered on time, per specification and customer communication are managed in a professional manner, with expectations set and met.


?Support customer documentation generation and adherence, to ensure Intelsat maintains customer service level: Escalation procedures, Concept of Operations (ConOPS), Customer Handbooks, handover documentation, Customer Service Delivery Guidebooks, etc.


?Ability to work effectively in a fast-paced and demanding environment, while adapting and adjusting to effectively handle changes in priorities and assignments


?Technical proficiency in one or more product types e.g., Managed Services, Media, Broadband, Mobility, or a telecommunications, satellite background


?Utilize customer information to identify trends in order to develop recommendations for actionable business strategies to drive customer retention


?Programmatic skills utilized to ensure contractual start dates for customers are met.


?Provides On-call Support ? during major projects, service impacting events, or critical meetings.?



Important Responsibilities


?During start of service or on-boarding frequently communicates with customers (e.g., weekly meetings, follow-up, check-ins) so they understand that Intelsat is placing a priority on their quality of service.


?Reports status to senior management regarding on-boarding or a new service start.


?Helps ensure timely escalation of any issues, and that interdependencies and related performance issues within the framework are investigated and acted upon and? best practice is recognized and shared, proposing and delivering service improvements where required??


?Supports Sales and Customer Solutions Engineer (CSE) area in interactions with external customers.


?Identifies trends with customer networks and provide recommendations for solutions based on customer interaction.


?Provides support for related activities such as satellite terminal qualification/certification processes, and managing customer testing, trials and demos



Required Knowledge, Skills, and Abilities


?Experience interfacing with customer?s management in a customer assurance role to solve issues, grow their business, and anticipate customer needs.


?A Bachelor?s degree and a minimum of three (3) years (five (5) years preferred) work experience (or an equivalent combination of education and work experience) interfacing with customers? management teams in a customer assurance role to solve issues, grow their business, and anticipate customer needs


?Project Management foundational skills - PMP, or equivalent experience desired


?Demonstrates a command of soft skills (communication, interpersonal) to support interfacing with customers


?Strong business decision-making, negotiation and presentation skills


?Ability to work collaboratively with others, establish a rapport and build strong interpersonal relationships with different work groups within Intelsat


?Strong record of ability to improve customer satisfaction


?Experience in the management of the delivery of technology services


?Extensive experience of managing projects to service level and performance agreements??


?Experience in effective executing on deliverables per terms of agreed contracts


?Ability to work effectively in a fast-paced and demanding environment, while adapting and adjusting to effectively handle changes in priorities and assignments


?Technical proficiency in one or more product types, e.g., Managed Services, Media, Broadband, Mobility, or telecommunications with a satellite or communication service provider background


?Experience with international customer base, additional spoken languages, written or spoken desired.


?Willingness to travel, as needed, to Intelsat locations and/or customer locations to maintain relationship with internal/external customers? upper management




  • This role is subject to?ITAR;?candidates must be a US Person (this includes US Citizen, Permanent Resident or Protected Individual such as an asylee or refugee).

  • These statements are intended to describe the general nature and level of work being performed by employees assigned to this job.? This is not intended to be an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job.

  • Company description: Intelsat is the largest provider of fixed satellite services worldwide. We enable providers of media, telecom and government services to deliver information and entertainment to people at home, in the office or on the move. On a day-to-day basis, Intelsat supplies video, data and voice connectivity in approximately 200 countries and territories for approximately 1,800 customers, many of which Intelsat has had relationships with for over 30 years. Some of the world?s leading media and communications companies, multinational corporations, Internet service providers and government/military organizations hallmark Intelsat?s customer base. Customers access capacity through extensive service offerings, which include transponder services, hybrid managed services combining satellite capacity and terrestrial facilities, and channel services.


 

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