Senior Specialist Customer Value Management

Liquid Intelligent Technologies

Eastern Cape, South Africa


Aug 23

This is a customer facing function in the customer services arena. The role is the single point of contact for all customer issues and facilitation of delivery, customer value management and retention of contracted services. Customer Relationship ManagementIdentify areas for improvement of overall customer experience in a more complex network / IT environment (multiple service in the customers complex architecture). Implement action plans and act on Surveys and Transaction Feedback. Customer Relationship Management Engage with all levels with the customer environment to Executive level stakeholders to discuss account health for strategic direction and incident resolution. Service Managers are to address Senior Level stakeholders, address contract queries and ensure delivery of services per contacted requirements, which includes inputs and compilation of Contracts/MSAs and complex negotiations with the customer. Engage with Senior customer stakeholders to address and resolve complaints and escalations. Senior Service Manager to engage and resolve these queries timeously. Proactive Customer Service & SupportEnsure timeous resolution of issues on very complex and stringent SLA's. Continuous Service Improvement Plans perform proactive customer service audits, identify design short falls and implement solutions. Engagement with multiple stakeholders on complex projects.Operational Support & Continuous Improvement Provide dedicated and holistic attention to customers, prevent churn and strengthen and nurture relationships. These customers have complex technical landscapes and require in depth analysis. Manage repeat incident analysis and action. Maintain Billing Inventories and maintain internal document management system. Fiscal EfficiencyManage clawbacks / revenue leakage. Upsell / cross sell opportunities strategically engage with customers architects and sales representatives and support customers expansion and delivery requirements.Identify Cost Saving initiatives within your assigned account base or within Liquid and assist in implementing the initiatives.

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