This role is a vital part of the management team for BT’s broader Global organization. You will work with our global customers to understand their business objectives and act as their trusted consultant and advisor in their use of BT products.
You will work very closely with the senior customer stakeholders and internal teams; driving operation & delivery excellence, building business relationships, and identifying new opportunities.
Working collaboratively with the BT Team and leaders across the broader BT organization to drive success for both customers and BT.
You'll have the following responsibilities
Own and develop a high-level Customer engagement with the designated customers based globally in APAC, US, and UK region.
Responsible for driving continual improvements within the organization, helping to move toward greater account development and net promoter scores (NPS)
Organize and lead strategic governance meetings with customer
Responsible as the service owner and customer advocate, acting as their voice’, providing in-life feedback, guidance, and direction across BT to ensure alignment to customer business objectives and CSFs.
Holds responsibility for the success of large accounts, assuring customer intimacy and business value within the agreed cost envelope and SLA parameters.
Responsible for delivery against contractual SLAs and key business measures across the team.
Shapes initiatives to transform service, generate revenue and minimize costs.
Leads team to implement best practice service management and governance, providing resolutions to team escalations.
Maintain an excellent high level "peer" relationship with Account Teams, Sales GMs, contract teams, etc.
Influences business decisions and outcomes at executive level.
Organize innovation sessions with customer to apprise them of technology advancements, new offerings, and products within BT
Contributes to the setting of the vision and direction for the service and delivery strategy for the accounts, outlining key service priorities.
Facilitate the growth necessary to support BT's new business initiatives.
You'll have the following skills & experience
Establishing relationships with customer, educating them on BT services and processes, set expectations, identify business goals and objectives.
Has the ability to attain an in-depth knowledge of customer environments, including their systems and applications locally and globally.
Helps to present and promote organizations value proposition, service and product during key client or presales engagements
Maintains a good understanding of commercial drivers and SLA stipulations, with the ability to have sales conversations with customers.
Leadership & People management
Seeks to hire best talent, develops both technical and non-technical skills for direct reports whilst maintaining the BT culture.
Work closely with internal senior Leadership in understanding the team structure and growth strategy to help foster a collaborative and solutions-oriented team culture
Has strong situational leadership skills and can work autonomously
Ability to easily transition from technical details to strategic planning.
Creates a loyal and engaged team of direct reports through combination of people development and inspirational management.
Navigate relationships openly and honestly, sharing knowledge and information to directly benefit or support others.
A strong blend of analytical decision-making and creative problem-solving skills.
Deliver simple communications and inspiring messages, always considering different perspectives.
Self-driven, self-motivated, enthusiastic and with a can do attitude
Possesses the ability to work under pressure and rally teams around high performance and time sensitive objectives
15+ years of overall experience with 7+ years in progressive business leadership responsibility and people management skills
Bachelor’s degree in relevant field
Experience in handling a diverse customer base and customer experience.
Experience in mentoring, coaching, and training a team in both technical and non-technical roles
Deep understanding of Service Management best practices frameworks such as ITIL
Experience with development of solution processes. and driving growth & improvements through service excellence
Experience with project management methodology and techniques
Experience of working on the Account Development Plan with responsibility for delivering customer success
Desirable experience with Network, Voice and Security infrastructure such as connectivity setups, trading systems, Cisco telephony, MS Teams, Firewalls, security incident management, etc.
Hong Kong residents or PR / Work Visa holders