Customer Excellence Manager

Position Purpose:  

The position owns the service delivery process. The position’s purpose is to deliver excellent service to our customers and to “ring the cash register” - meeting as many customer needs as possible and reducing the time from order through to cash. To do so, this position ensures that his/her team identifies and resolves systematic issues in the service delivery process.Primary Duties/responsibilities: Manage, develop and inspire a team comprising: Customer Technical Advisors, Technical and Regulatory Specialists, a Contract Control Manager; and exercise responsibility for billing on behalf of the branch.Own the service delivery process from account planning, through taking orders, ensuring regulatory approval, tasking scheduling/Operations, through to billing. Make sure this process is joined up and mistakes minimized by owning, investigating and addressing the systematic causes of rework and common disruptions. In doing so shorten the time from orders through to cash.Set customer service expectations for Customer Technical Advisors. Performance manage and coach Customer Technical Advisors to deliver these targets. Manage Net Promoter scores.Maintain a small, expert Technical and Regulatory Specialist team. Ensure they are focused on high value advice/ checking and identifying systemic issues to resolve and not dragged into day to day doing/short-term band aids.Ensure smooth handover of new customers from Sales Reps to Account Managers/ Customer Technical Advisors; and from Inside Sales to Customer Technical Advisors.Ensure that Project Managers (those that are onsite coordinators) feed requests through to Customer Technical Advisors, rather than short-circuiting the customer delivery process (even if the Project Managers report through Operations).Ensure both a clear division between, and collaborative working across, Customer and Operations.Ensure that the Customer Excellence team identifies growth opportunities and shares them with the growth team.Report progress in maintaining high customer service standards and driving down unbilled work to the GM and SVP Operations.