Customer Success Principal
BT Wholesale
Hong Kong, CH

What you'll be doing

Holds accountability for the success of customer accounts while in Service, assuring customer intimacy and business value within the agreed cost envelope and SLA parameters

Ensures high standards of profitable customer service with clear handoffs between design, delivery and in-life teams to maximise productivity and improve performance

Contributes to the development of the skills and capabilities within the customer success discipline

Owns a single significant customer as the senior service owner and customer advocate, acting as their voice’, providing in-life feedback, guidance and direction across BT to ensure customer intimacy and alignment to business objectives and CSFs

Works closely with account management to manage and develop customer stakeholder relationships

Sets the vision and direction for the service and delivery strategy for owned account(s), outlining key service priorities

Holds accountability for delivery against contractual SLAs and key business measures across the team

We'll also need to see these on your CV

Customer Engagement : Has a proven track record of managing internal and external stakeholder relationships at an executive level.

Influences business decisions and outcomes at executive level.Builds strong cross-pillar relationships to drive consistent performance.

Owns and resolves escalations within BT, customer and / or third party suppliers, at executive management level

Commercial Risk Assessment : Conduct commercial risk assessments (i.e. three lines of defence) and manage identified risks through appropriate mitigation.

Manages complex expectations and can negotiate mutually beneficial outcomes and resolve conflict

  • Strategy : Can develop clear insight led strategies for growing the business.
  • Analytica l : Excellent analytical & financial skills.

    Governance : Strong governance knowledge; putting in place the appropriate frameworks, tracking and KPI reporting.

    Project & Programme Management : Project and programme management skills.

    Change : Change management skills.

    Product / Portfolio (NB Knowledge critical for the role) : Good understanding of BT solutions and products and the benefits case for global customers.

    Communication and presentation

    Possesses extensive knowledge and experience in managing customer service and strong understanding of end to end delivery and service processes and principles

    Leverages understanding of industry best practice service management to deliver a great customer experience

    Uses applied knowledge of BT products and services, operating across the wider BT functions, and how they relate and are applied to meet customer objectives

    Has the ability to attain an in-depth knowledge of customer environments, including their systems and applications locally and globally

    Why choose us?

    With customers in 180 countries, we're a leading global business communications provider. We have 17,000 people serving multinational companies, providing the services they need to create the digital transformation of their businesses.

    Thanks to our portfolio strategy, the Cloud of Clouds, we provide high-performance, integrated and secure network and IT infrastructure services to global customers.

    It means our customers can connect easily and securely to the applications and data they need, wherever they are in the world.

    Our Digital GS strategy we are moving to will help create a better future for GS and our people. With a business focused around a global customer base and a portfolio of scalable repeatable solutions, supported by outstanding customer service and market-leading security.

    To deliver it we need to focus where we can be brilliant, be more straightforward to do business with and meet customer needs with greater agility.

    This will help us to become a more profitable, predictable and customer-focused business.


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