サービスマネージャー

Service Manager

Location: Keihanna (Kyoto)

MISSION

The Service Manager reports to the Country Service Manager assigned to specific key accounts. They serve as an additional point of contact for the customers and for specific tasks and duties. They are a key role and contributor within the Global Account Team (virtual team) and supports special customer requests and queries.

The Service Manager joins appropriate governance meetings internally and with the customer to ensure a clear and aligned understanding of customer requirements and delivery in accordance and with CI strategies in mind.

General

• Customer Single Point of Contact [SPOC] for defined responsibilities.
• Acts as back up SPOC in absence of the Account Executive.
• Manages, collates/stores all necessary contributions, input from applicable sources for Customer Reporting and in a timely fashion ahead of due date.
• Management of Customer Governance Meetings – Monthly or Quarterly Business Reviews as applicable
• Works with Operations to ensure customer specific documentation is available, updated and verified.
• Supports general onboarding activities.
• Customer Portal Login
• Manages new and ongoing access and training regarding Customer Self Service Portal, ensuring feedback and potential system enhancements are provided to IT Director.
• Responsible for keeping DCS systems up to date with appropriate customer contact information within GDPR regulations.
• Supporting appropriate communications during Incidents.

Customer Satisfaction

• Support implementation of appropriate strategy and methodology for measuring Customer Success.
• Ensure high response rate is met >90%.

Incident

• Ensure effective communications with the customer and within Colt DCS.
• Deliver countermeasures and improvement plans in response to incidents.

Transactional Billing

• Works with Billing Specialist to ensure timely, monitoring, tracking and improvement plan for dealing with all invoicing – Special Orders, Power and Rental billing.

Sales Support

• Assist Account Executives with new order opportunities by identifying customer needs and promptly handing-off billable requests.
• Support contract renewal negotiations and RFP responses as and when appropriate.

OUTCOMES

• Meets DCS objectives set around annual or periodic Customer Satisfaction Measurement as appropriate for Hyperscale and others where applicable.
• Supports DCS Customer Retention strategy – (churn target as defined/applicable).
• Supports contract compliance measurements as appropriate.
• Drives quotes and transactional billing (TOFs) through process with measurements at key milestones as defined.

THE TEAM

The Service Manager acts as the customer advocate within DCS working with the Customer Service Desk Team, Sales Account Executives, Operations & Facilities teams – Site, Incident, Change and Problem, IT Director and Team on special issues that arise during the customer’s relationship with DCS.

The Service Manager is also responsible for regular reporting to the customer, gathering information from the groups mentioned above.

THE SKILLS / EXPERTISE YOU BRING

• Extensive (at least 5 years) customer advanced technical support and/or technical sales for Data Centers.
• Solid financial acumen, experienced in managing a P&L. Good understanding of contract management and governance models.
• Ability to deal with high pressure situations in a professional manner.
• Clear, precise, and persuasive communication with customers and coworkers. Negotiation with customer senior level staff.
• Proactive problem-solving attitude.
• Flexibility in dealing with unexpected problems 24/7/365.
• Business level Japanese & English, spoken and written.