Customer Assurance Principal
Join an innovative team that is responsible for transforming the customer experience by creating and bringing to market new products and services based upon globalized connectivity without boundaries. We reach beyond the traditional satellite industry and the broader communications landscape. As part of the Intelsat vision, we will define new products with the performance, features, and flexibility required to open new profitable markets, drive new revenue streams and ensure the most reliable and secure communications globally. To accomplish our goal, we are looking for bold thinkers to fill this role and continue our legacy of innovation for decades to come.
As a key contributor, you will facilitate the onboarding process for new services technical solution implementations, which include media, broadband, and mobility customers. This role will manage service levels that are required to support the business and ensure that these services are provisioned successfully. This customer assurance role has a key interface with internal and third party supplier of services. Working as a liaison with Commercial, Engineering, and Operations teams to support customer document set generation, you will ensure that Intelsat maintains a high customer service level for all documentation support, which includes Concept of Operation, Handbooks Handover document set, customer Roadmaps and Disaster Recovery Plans. This position acts as an escalation point for issues across departments and is a primary point of contact for operational and engineering issues during outages. By utilizing customer information to identify trends and profiles, you will develop customer communication and provide recommendations for actionable business strategies to drive customer retention. In addition, you will be responsible for establishing and publishing reports on Key Performance Indicators (KPIs).
An Equal Opportunity Employer
•Support Commercial, Engineering, and Operations teams to enhance internal business policies and procedures to improve customer relations, satisfaction, and retention.
•Support proposals, service life- cycle, provide inputs to project plans and act as the primary point of contact for select customer implementations.
•Grow and maintain customer and stakeholder relationships, to understand and anticipate their issues throughout their service life-cycle, and ensure that service performance issues are managed and resolved efficiently and effectively.
•Utilize customer information to identify trends in order to develop recommendations for actionable business strategies to drive customer retention.
•Maintain an overview of service activity across the company and work to gain and maintain wider knowledge of service issues including historical customer experience.
•Assignment to the NHK & BBC Global Services contract, which stipulates a single point of contact for their services and the services of their subsidiaries.
•Act as the primary point of escalation for customers and communicate all outages, upgrades, etc. to customer.
•Contribute to the continuous improvement of global service escalation process, which includes the development and implementation of next level customer communications.
•Establish and maintain strong and productive relationships with key senior managers from all areas of the company to ensure that the varied and changing service requirements of the business are understood, that strategy is aligned and development is incorporated into a framework of continuous improvement.
•Ensure the effective performance monitoring of company service areas (defined areas) and that interdependencies and related performance issues are investigated and acted upon.
•Ensure that the company is well placed to challenge the status quo and effect change by utilizing ‘Lessons Learned' to maintain, recognize and share best practices.
•Ensure that contractual and delivery documentation is maintained with accuracy and that details are kept up to date.
•Provide input to further develop service related contract change control process, tool enhancement, business process, and metric reporting.
•Provide on-call support during major projects, service impacting events, or critical meetings.
•Establish a frequent communication schedule with customers (e.g., weekly meetings, follow-up, check-ins) so they understand that Intelsat is placing a priority on their quality of service.
•Provide advice and support for the design, planning, development and introduction of new services, ensuring consistency with company principles and supporting contractual agreements.
• Ensure that suppliers are fully engaged and involved early, so that they can provide appropriate and good value service offerings across the company.
•Identify systemic issues with customer networks and provide recommendations for solutions based on customer interaction.
Required Skills and Knowledge
•Bachelor's degree required.
•At least five years of experience required, with seven years preferred (or an equivalent combination of education and experience).
•PMP, with project management experience preferred.
•Technical proficiency in one or more of Intelsat product types e.g., Managed Services, Media, Broadband, Mobility, preferred.
•Operations center experience in data, RF, or video and understanding of satellite and fiber based video and data networks, required.
•Extensive experience of negotiating and monitoring the performance of service level agreements.
•Experience in the management of the delivery of technology services and managing service through outsourced technical contracts.
•Expert knowledge of customer support and maintenance agreements to help resolve issues, grow customer business, and anticipate future needs.
•Ability to provide clear and concise reports from analysis/database mining tools.
•Proven presentation skills at the Senior Management and Executive level.
•Must be able to develop relationships with engineering and operations staff to implement new services and during trouble resolution.
•Ability to work effectively in a fast-paced and demanding environment, while adapting to changes in priorities and assignments.
•Knowledge and proven experience of successfully managing change.
•Willingness to travel, as needed, to Intelsat locations and/or customer locations.
•Experience with international customer base, additional spoken languages, written or spoken helpful.
- This position requires ITAR access; all candidates must be US Citizens or Permanent Residents.
- These statements are intended to describe the general nature and level of work being performed by employees assigned to this job. This is not intended to be an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job.
- Company description: Intelsat is the largest provider of fixed satellite services worldwide. We enable providers of media, telecom and government services to deliver information and entertainment to people at home, in the office or on the move. On a day-to-day basis, Intelsat supplies video, data and voice connectivity in approximately 200 countries and territories for approximately 1,800 customers, many of which Intelsat has had relationships with for over 30 years. Some of the world's leading media and communications companies, multinational corporations, Internet service providers and government/military organizations hallmark Intelsat's customer base. Customers access capacity through extensive service offerings, which include transponder services, hybrid managed services combining satellite capacity and terrestrial facilities, and channel services.