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Digital Services - Customer Relationship Manager

JOB DESCRIPTION

Job Description Summary

All resources, and logistics required to perform services and maintenance activities on customers' site/property. These activities contribute to, maintain, repair and refurbish sold or existing products. Includes all types of maintenance service (preventive and remedial), manage maintenance facilities and field services engineering. Impacts approaches, projects and programs in the functional area or affected business organization and ways of working. Impacts quality, efficiency and effectiveness of own team. Has significant input into priorities. Guided by professional practices and policies that are shaped by the role. The role has moderate autonomy, requiring high levels of operational judgment.

Job Description

Roles and Responsibilities

  • Act as the single point of contact to the customer for timely and satisfactory resolution of concerns covering a wide variety of support services, overall Customer relationship owner
  • Interface for major tech issues resolution (RCAs, TILs, major tech issues at site,…) and represents the most direct access to all appropriate internal functions to support the customer
  • Establish and maintain contact to provide on-going technical and business support (Technical GE/Customer forums, …)
  • Establish and maintain regular customer HQ level operational interface (scheduled meetings, regular reviews management, … )
  • Manage customer complete Contract portfolio, including O&M, Powerup, TSA Warranty
  • Contract dispute resolution or any other contractual discussions resolution such as LDs/Bonus, Variable fees discussions, cash past dues, contract scope discrepancies and any other contractual claim
  • Commercial team interface in contract negotiations to optimize and validate commercial cost assumptions and apply lessons learnt into future contracts (Scope T&Cs, availability targets, staffing model, Do’s&Don’t)
  • Identify Sales opportunities and work with sales team to materialize them
  • Owner of NPS KPI for his/her cluster of customers and also responsible for follow-up on the actions/ feedback to the customers.

    • Required Qualifications

  • Bachelor’s Degree in legal and/or commercial field
  • Minimum of 5-year experience in energy customer communication with legal and/ or commercial focus 
  • Self-started able to drive sustainable results
  • Entrepreneurial/Change agent mindset
  • Ability to energize teams and view change as an opportunity
  • Excellent analytical, problem-solving, and process skills
  • Excellent facilitation, presentation, and verbal & written communication skills
  • Ability to work effectively in a culturally diverse and highly matrixes environments
  • Willing to travel

    • Desired skills: 

  • •Customer Communication, Contract Management, Project Management and/or Field Experience.
  • Dynamic, flexible team player with demonstrated ability to lead diverse teams.

    • Additional Information

    Relocation Assistance Provided: No

    D'autres ont aussi consulté

    Digital Services - Customer Relationship Manager

    Entreprise:
    GE Renewable Energy
    Ville:
    Paris
    Diplôme: 
    Bachelor
    Niveau de carrière: 
    Manager
    Publiée:
    16.01.2022
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