Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.

Short Description

Ensures contractual obligations and customer expectations are met and manages the customer relationship and communication to increase customer satisfaction, reduce churn and increase business opportunities.

Job Summary

Service and Contract Manager ensure clients of Colt's Service Management Services have a consistently great experience when working with Colt by driving internal stakeholders to deliver expected level of service and client's expectations are met. They work with the client to improve our service and find new ways to use our services to improve the client's business while ensuring contractual obligations are met.

Job Description

【Typical tasks and responsibilities will include】

• Owning the governance and overall customer service experience for the client, ensure agreed level of service is adhered to, take proactive action to address service failures and drive remedial actions

• Manage customer contracts including maintaining commercial, SLA and legal terms

• Deliver onboarding including workshops and training of the client on Colt's tools and processes, produce performance reports and maintain customer handbooks

• Lead and prepare service review meetings and provide monthly management reporting for the client

• Develop and manage service development, customer engagement and continual service improvement plans to address service issues

• Building and maintaining strong relationships with customers to support revenue retention and generate high customer loyalty

【Requirement】

• Proficiency in Japanese
• English communication skills (daily conversation level)(We warmly welcome those who are eager to improve their English skills)
• Experience in service management or customer relationship management, or similar roles
• Practical experience in the telecommunications industry (preferably 3+ years)
• Experience working with internal and external management-level stakeholders
• Proven track record of continuous process improvement activities
• Experience managing complex customer solutions

Skills

Escalation Procedures Proactive Engagement Product/Service Knowledge Service Level Management Service Level Agreements Contract Management

Education

A bachelor's or master's degree in business management/marketing

What we offer you:

Looking to make a mark?

At Colt, you'll make a difference. Because around here, we empower people. We don't tell you what to do.

Instead, we employ people we trust, who come together across the globe to create intelligent solutions.

Our global teams are full of ambitious, driven people, all working together towards one shared purpose: to put the power of the digital universe in the hands of our customers wherever, whenever and however they want.

We give our people the opportunity to inspire and lead teams, and work on projects that connect people, cities, businesses, and ideas. We want you to help us change the world, for the better.

Diversity and inclusion

• Inclusion and valuing diversity of thought and experience are at the heart of our culture here at Colt. From day one, you'll be encouraged to be yourself because we believe that's what helps our people to thrive. We welcome people with diverse backgrounds and experiences, regardless of their gender identity or expression, sexual orientation, race, religion, disability, neurodiversity, age, marital status, pregnancy status, or place of birth.

Most recently we have:

• Signed the UN Women Empowerment Principles which guide our Gender Action Plan
• Trained 60 (and growing) Colties to be Mental Health First Aiders
• Please speak with a member of our recruitment team if you require adjustments to our recruitment process to support you. For more information about our Inclusion and Diversity agenda, visit our DEI pages.

Benefits

Our benefits support you through all parts of life, for both physical and mental health.

• Flexible working hours and the option to work from home.
• Extensive induction program with experienced mentors and buddies.
• Opportunities for further development and educational opportunities.
• Global Family Leave Policy.
• Employee Assistance Program.
• Internal inclusion & diversity employee networks.

A global network

• When you join Colt you become part of our global network. We are proud of our colleagues and the stories and experience they bring – take a look at 'Our People' site including our Empowered Women in Tech.

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