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Sr. Project Manager, Customer Service Delivery

Critical Responsibilities oSupport 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 oImprove business processes to support Sales & CSE, Engineering, and Operations teams and our customers, directly or indirectly, through owning the new customer services delivery function oContribute 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. oSupport 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. oAbility to work effectively in a fast-paced and demanding environment, while adapting and adjusting to effectively handle changes in priorities and assignments oTechnical proficiency in one or more product types e.g., Managed Services, Media, Broadband, Mobility, or a telecommunications, satellite background oUtilize customer information to identify trends in order to develop recommendations for actionable business strategies to drive customer retention oProgrammatic skills utilized to ensure contractual start dates for customers are met. oProvides On-call Support - during major projects, service impacting events, or critical meetings.    Important Responsibilities oDuring 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. oReports status to senior management regarding on-boarding or a new service start. oHelps 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   oSupports Sales and Customer Solutions Engineer (CSE) area in interactions with external customers. oIdentifies trends with customer networks and provide recommendations for solutions based on customer interaction. oProvides support for related activities such as satellite terminal qualification/certification processes, and managing customer testing, trials and demos   Required Knowledge, Skills, and Abilities oExperience interfacing with customer's management in a customer assurance role to solve issues, grow their business, and anticipate customer needs. oA 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 oProject Management foundational skills - PMP, or equivalent experiencedesired oDemonstrates a command of soft skills (communication, interpersonal) to support interfacing with customers oStrong business decision-making, negotiation and presentation skills oAbility to work collaboratively with others, establish a rapport and build strong interpersonal relationships with different work groups within Intelsat oStrong record of ability to improve customer satisfaction oExperience in the management of the delivery of technology services oExtensive experience of managing projects to service level and performance agreements   oExperience in effective executing on deliverables per terms of agreed contracts oAbility to work effectively in a fast-paced and demanding environment, while adapting and adjusting to effectively handle changes in priorities and assignments oTechnical proficiency in one or more product types, e.g., Managed Services, Media, Broadband, Mobility, or telecommunications with a satellite or communication service provider background oExperience with international customer base, additional spoken languages, written or spoken desired. oWillingness to travel, as needed, to Intelsat locations and/or customer locations to maintain relationship with internal/external customers' upper management Req ID:  28382
Salary Range: NA
Minimum Qualification
Less than 5 years

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