Key accountabilities

Service Management
Autonomous delivery of Service Management activities contracted by the customer underpinned by ITIL capabilities, specific tools and complementary resources
Ensure that the service is being delivered end to end against contractual obligation, to the required level of operational performance and quality
Ensuring clean billing as per contract and swift resolution of any issues that may arise. In addition ensuring any payment schedules such as annual indexation are managed in a timely manner
Analyse operational performance and proactively seek and recommend to Network business improvements in-line with the changing business requirements
Own and drive continuous service improvements to constantly enhance the customers experience and work with local teams to implement
Manage customer escalations to closure, ensuring that the customer relationship is maintained at all the different levels within the hierarchy
Manage overall customer reporting looking at ways to improve data shared with customer. Ensure full understanding of what is being communicated and areas of improvement to reporting
To be involved in implementation of services, work closely with the Project Manager to ensure seamless handover and acceptance

Contract Management
Handle the formal governance of the customer contract and manage changes against baseline
Work with Account Director and virtual team to identify and manage opportunities to increase revenues and margin of customers where applicable
Track the interpretation of business requirements into contractual provisions, identify and monitor exceptions
Maintain contract governance and P&L management of the customer. Increase profitability by taking active action to optimize cost structure
Monitor contract performance, agree on reporting format and metrics and prepare reports a regular basis
Legal and risk management, deployment of mitigation strategies

Relationship management
Accountable for customer experience. Assure customer loyalty and increase customer satisfaction (CSAT) and reference ability of assigned customer
Build relationships of trust and respect with key customer stakeholders providing the basis for Network's success; proactively look for ways to expand and improve the relationship wherever possible
Implement and maintain a governance model to manage an assigned customer throughout the lifecycle of the contract
Be the central point of contact for the customer, act as their advocate and influence Colt's organisation on their behalf
Keep the relationship open and constructive, aiming to resolve or ease tensions and identify problems early
Promote understanding of the customer business to anticipate and proactively respond to new business demands
Support Account Development Planning process throughout customer life cycle.
Drive the organisation of forums, working groups, seminars, road shows, training sessions, and other relationship activities to help the customer in the evolution of their service requirements

Qualifications
Above Business level 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-facing solutions
Experience in negotiating complex solutions and obtaining internal approvals
Strong interpersonal skills and a positive, proactive attitude
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