completes operational tasks required to deliver contracted solutions to assigned customer portfolio. The PM also coordinates with other groups who provide support for customers like Procurement, Service Desk, Expense Management. The PM must have strong operational, multi-tasking, communication.

Responsibilities include but not limited to:

· Works with US CSM team who acts as the primary point of contact on most customers (over 100 / under 100 lines under management).
· Monitors and documents value achieved and works with CSM to present to customer.
· Thrives to deliver a superb customer experience right from the start of the relationship with the hand off from sales.
· Works closely with CSM and advises of challenges and opportunities related to the customer.
· Supports CSM with needed documentation so that CSM can successfully facilitate customer meetings.
· Provides regular updates to the CSM including all activities taking place across the various services that are provided as part of the partnership.
· Ensures the support team is following rules of engagement as documented during implementation and updated throughout the partnership (Service Desk, Procurement).
· Handles customer and vendor escalations and engages CSM and Customer Success management as required. Also, identifies potential challenges early and involves key resources to resolve.
· Responsible for owning customer portfolio and delivering contracted services, including maintenance of any internal processes and documentation requirements.
· Captures system gaps and documents / communicates needed enhancements to CSM.
· Supports the creation of slideware for State Review meetings and works closely with CSM in preparing customer presentations including value statements.
· Tracks down missing invoices supports resetting/establishing of carrier portal credentials, monitors open tickets, and follows up where needed.
· Serves as backup for US CSM.

Key Skills/Attributes:

· Experienced and able to communicate effectively with customers' contacts about the operational aspects of the partnership.
· Highly motivated, goal-driven, outgoing, inquisitive, and customer-centric.
· Exceptionally well organized / detail-oriented with outstanding oral and written skills.
· Experience in tracking operational activities, customer data, and customer status.
· Ability to multi-task across a high number of accounts at any given time.
· High level of accountability for own actions with the drive to learn from mistakes.
· Collaborative and inventive team player who challenges the status quo.
· High school diploma or equivalent required.
· Good computer skills and typing ability (MS Office Suite).
· Interest in the technology industry- cell-phones, tablets, and computers.

About mobichord

MobiChord is the Telecom Service Management company and we are changing the way telecom is managed. We do so by placing a service-oriented lens on the activities, tasks and processes involved in managing telecom.

Company website:

DOU company page:

Job posted on 14 March 2021
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