Cem - Reading, United Kingdom - amdocs

amdocs
amdocs
Verified Company
Reading, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Job ID:
178856


Required Travel:

Up to 50%


Managerial - No

Location:
:

United Kingdom

  • Reading (Customer Site)

Who are we?:


In brief:

The CEM will be in charge of collaborating on the feedback from B2B and B2C.


What will your job look like?:


  • For every sale made, pickup where sales leave, identify customer stakeholders for that sale, onboard customer teams for that sale, mentor the customer on the sale and monitor their satisfaction for that sale and report success KPIs to the wider organization using scorecards for each sale.
  • Define and agree on customer business KPIs (revenue generation, TTM, etc.) and work with customers to use our product to the best to meet in turn their success KPIs. Report such metrics to the wider organization and build proactively plans to address any gaps in business KPI targets versus actuals
  • Regularly engage with the customer to understand their business pain points, and work with product and service group to showcase product capability to solve their pain points, or to generate upsell ideas to solve their pain points and hand them over to the sales director, where possible
  • Own the voice of customer process from the start of capturing their feedback, to agree on actions for betterment, and regularly update and present to customers the actions taken to sort out their concerns by working with the Client Services Partner and Client Business Executive
  • Represent "the voice of the customer" within Amdocs, act as a trusted advisor to understand customer's challenges, pain points to the product, services and support teams to ensure customer needs are heard loud and clear within our organization and the same is addressed through get well plans.
  • Cultivate and maintain strong rapport with the customer business team and our account teams ensuring high levels of customer satisfaction and recognition of ROI
  • Build loyalty to ensure longterm client retention by presenting product information, addressing customer issues, whilst supporting the Sales team with upselling, crossselling, and renewals.
  • Drive the value validation process (evaluation of the value of the product/project sold after and sometimes during implementation whether it is the same value as expected during the sales process).
LI-BC1 #LI-Hybrid


All you need is
:


Mandatory Requirements:


  • Bachelor's Degree in Business, Public Relations, or Psychology
  • 10+ years of customerfacing roles in the United Kingdom (customer service rep/lead, customer relationship manager, customer success manager)
  • 57 years of experience working in the Telco industry
  • Strong knowledge of BSS, OSS and Network domains, knowledge of competitive products is a must and Amdocs products are preferred
  • Proven ability to build strong relationships both internally and externally

Essential Skills:


  • Customer relationship management
  • Brand promotion
  • Proactive problem resolution, rather than reactive
  • Leadership skills
  • Empathy, emotional intelligence
  • Telecom industry and BSS, OSS, Network domain knowledge, including competition and products
  • Collaboration skills
  • Strong written and oral communication skills

Why you will love this job:


  • You will be working with one of the top customers in the region
  • You will be the pioneer at Amdocs and be taken as a role model to expand the huge volume even further
Amdocs is an equal-opportunity employer. We welcome applicants from all backgrounds and are committed to encouraging a diverse and inclusive workforce.

**Amdocs is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to fostering a diverse and inclusive workforce
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