Customer Program Manager

About the role

ROLE PURPOSE

The position is assigned to specific clients, where Orange provides highly complex and customized solutions or where a strong client governance is needed.

During the life-cycle of the contract for a client or a set of clients, the role:

• organizes and supervises the overall execution of the contract to achieve contract commitments and customer satisfaction.
• oversees and manages the successful delivery of programs and services, ensuring customer satisfaction, profitability.
• is overall accountable for the Request to Cash activities. This includes solution design in pre-sales, service creation during contract setup and organic growth management.

A key objective of the Customer Program Manager is to optimize the efficiency of contract execution through continuous improvement and usage of the best of our standard company processes and functions, while meeting the contractual obligations.

On small enterprise accounts the Customer Program Manager can benefit from a delegation of authority from the Client Executive with regards to the client governance and profitability.

RESPONSIBILITIES

The Customer Program Manager will be assigned to one or more accounts, according to their size and complexity, the customer's expectations, their personal interests, and their individual development plan. In most cases they will be assigned during the full life cycle of the relevant contracts.

On the assigned account the Customer Program Manager reports functionally into a Customer Program Director or Client Executive.

KEY ACCOUNTABILITIES

Contract management

• Ensure contractual compliance and monitor obligations for both parties
• Provide guidance and support to internal teams on contract matters
• Monitor contract performance, identify areas for improvement, and mitigate risks

Customer lifecycle request to cash

• Request to cash Design
• Service Creation and Vendor Management for non-standard services or processes
• Lead the request to cash client engagement

Program management on small to medium enterprise account

• Accountable for overall delivery, work with Project Managers to ensure Delivery Team Leadership and Risk Management
• Customer Relationship Management
• Financial Accountability

Programme Management on Large accounts

• Project Management
• Team Coordination
• Customer Engagement
• Scheduling and Timeline Management
• Quality Assurance
• Reporting and Documentation
• Budget Management
• Risk and Issue Management
• Customer Satisfaction
• Training and Support

Continuous improvement

• Identify areas of improvement within customer contract and program management activities
• Develop and implement strategies to enhance customer satisfaction and retention.

Monitor and analyse customer feedback and data to identify opportunities for improvement and implement necessary changes

About you

ESSENTIAL KNOWLEDGE & EXPERIENCE

Deep knowledge of Orange Business products, processes & tools, and the associated organizations

Excellent organisation, co-ordination, communication, presentation, synthesis, and reporting skills

Client focused with strong interpersonal & negotiation skills

Teambuilder, used to work with different cultures and to work in a virtual matrix team environment.

Ability to innovate and find improved ways of doing things

Strong industrialization spirit

Good understanding of the telecoms and IT industries.

Integrating project work with Knowledge Management concepts and principles

Strong business and financial acumen

Excellent knowledge of written and spoken English language

Sound knowledge of the MS office suite

EDUCATION, QUALIFICATIONS, AND CERTIFICATIONS

Degree in business, science (or other relevant area), or equivalent relevant experience with a demonstrable commitment to self-development

ITIL v4 foundation certification

Financial background

Optional : Synergy, CMM/CMMI, PMP or PgMP or Prince2 or MSP, Six Sigma or agile certifications

EXPERIENCE

Minimum of 5 years of client facing experience in the telecom or IT industry

Experience in building client relationship

Experience in managing geographically distributed teams

Working in an international environment.