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Implementation Manager with German
hace 2 semanas
Colt provides network, voice and data center services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.
LI-DNI
The main scope of the role is to monitor and coordinate high revenue orders during the entire delivery lifecycle, ensuring that orders progress at all times and that any issues or delays are resolved on a timely manner.
During the delivery process it is expected that customers are kept up to date on the progress of their orders, for that, several communication channels exist and will need to be used. The ultimate goal of this role is to provide a consistent customer experience aligned with the targets defined by the business for standard segment.
**Key Achievements**
- Take full ownership of the high revenue orders for Standard customers and ensure the delivery towards customer satisfaction and clear defined KPIs.
- Lead smaller IPVPN projects for and maintain weekly tracker.
- Handling both outbound and inbound communications to the customers, including status updates and managing issues (via OM Portal, mail, phone or letters).
- Manage the co-ordination and prioritization of pipeline with all Colt internal teams in and outside of Delivery to minimize any impact on customer promise dates and the delivery of an order (i.e. interface with production units, manage fast track and drive revenue acceleration)
- Own and perform key Implementation management tasks like Production Control and Jeopardy Management (i.e. Managing delays and addressing customer issues)
- Manage customer expectations in regards to Date Setting (i.e. CPD setting, CRD expectation management, among others)
- Ensure documentation of all customer interaction & information to deliver the customer service is updated in Colt systems and sent to the customers following the standard IM processes in a timely manner.
- Manage & perform system data cleansing in order to avoid any negative impact on customer satisfaction and revenue creation.
**Required Skills and Experience**
- Excellent communication skills (verbally and in writing)
- **Native or high level of German and English**. Other language is a plus.
- Good customer facing skills with a customer centric attitude.
- Ability to communicate effectively with customers and colleagues of multi-national and multi-cultural nature.
- Resilient and self-motivated being able to work both individually or in a team.
- Ideally have customer service background and experience.
- Good technological background on technologies like Transmission, Ethernet, IP & Voice
- Good knowledge of telecommunications and preferably colt products.
- Able to work well under pressure and meet deadlines.
- Demonstrate ability to operate effectively in a highly complex matrix organization.
- Good knowledge of MS Office products (Excel, Word, Outlook)
**What we offer**:
Colt is a growing business that is investing in its people. We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location. The company supports diversity and inclusion in the workplace and has signed Diversity Charter.
In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff. Colt recognizes the importance of a work life balance.
Some benefit examples are:
- Hybrid work policy
- Two days annually to spend on volunteering opportunities
- 39 hours working week and additional days off as per Colt own collective bargaining agreement
- Benefit package that includes life insurance, private health insurance and pension plan. In addition flexible benefits scheme
- Lunch vouchers or childcare vouchers
- Access to a virtual business school for on-going learning
- Business mentoring
- International environment with employees from more than 35 different nationalities
- Internal Inclusion & Diversity Networks
