Enterprise Service Manager

Job Profile: Enterprise Service Manager

Primary Objectives of the Job:

• The Digicel Enterprise Service Manager will be responsible for taking care of our most valued Government and Enterprise customers within the Business Solutions Department. These customers are the highest contributors to the revenue on our P&L and it is essential that effective and excellent relationships are maintained across all levels within the customer’s organizational structure.

• The Service Manager’s core function is to retain all their accounts, to manage all customer issues and support sales team in identifying new areas of revenue growth within their base. 

Main Duties and Responsibilities:

• Develop and maintain strong relationships with all stakeholders both within Digicel support teams and within their assigned customer’s organizational structure.
• To take ownership to resolve all issues and complaints speedily, and escalate to the correct subject matter expert as appropriate to support issue resolution.
• Ensure we are delivering on contractual obligations.
• Ensure customer bills are accurate, on time, and aligned to customer expectations.
• Manage all aged debt, and be accountable for any actions required to address matters that prevents customers from paying their bill.
• Collaborate with, and support the sales team in identifying opportunities that will maximize revenue through upselling and cross selling.
• Develop and execute joint strategic account plans that provides a clear path to improving relationships, providing the best service, and maximizing the revenue within the customer account.
• Provide monthly forecasting and account updates to the Service Manager.
• Understands customer demands, always be amiable, polite, empathetic, and a trusted advisor 

Academic qualifications and experience required:

• A minimum of 3 years’ experience in Account management
• A track record that demonstrates your ability to manage complex high value customers 

Functional Skills:

• Excellent organizational, communication and time management skills
• Work independently, multi-tasker and can thrive in a fast paced environment
• Strong customer focus, including confidence in resolving issues
• Strong commercial acumen and negotiating skills
• Team oriented, with attention to detail
• Strong working knowledge of Microsoft Office applications
• Confidentiality and trustworthiness
• The ability to professionally handle challenging situations with customers