Client Services Professional

About the role

In this role you manage one or two strategic accounts by creating success plans and executing against them putting the customer first. They regularly check-in with the customer, understand the customer's industry, business, and goals. They build a strong relationship toward becoming a trusted advisor, and service their transactional needs in an efficient and frictionless manner. They help the customer optimize the utilization of their existing and available products to ensure best practice adoption. They act as the customer and BT advocate internally and externally to ensure timely and positive outcomes delivering excellent levels of service and quality, consistently achieving results.

What you’ll be doing

• Accountable for customer satisfaction with a high level of potential impact.
• Responsible for managing a portfolio of customer accounts through proactive engagements
• Responsible for being the voice of customer to support renewals, new deals and expansion opportunities
• Owns the Customer Relationship at Middle Manager/ level (or higher) within Service.
• Understand customer’s goals, strategy, portfolio of products, and the value that they recognize from BT services
• Responsible for driving continual improvements within the organization, helping to move toward greater account development and net promoter scores (NPS)
• Accountable for contractual cost reduction and efficiencies to deliver profitable customer satisfaction.
• Managing significant risk / opportunities regarding the customer experience across multiple service solutions, product launches and operational areas.
• Accountable for supporting large and multiple smalls/medium enterprise customers
• Holds accountability for the success of customer throughout the in-life of contract
• Build and maintain strong customer relationships, becoming a trusted partner and consultant, helping on customer retention and loyalty

Essential Skills / Experience

• Onboarding – establishing relationships, educating the customer on BT resources and services, set expectations, identify business goals and objectives, and accelerate deployment readiness
• Deployment – to work with the Delivery Services Team to help, identify and prioritize the projects rollout and guarantee inventory integrity coming out from those projects.
• Drive – to understand customer’s business and operations, define Service Improvement Plans (SIP), educate customer on BT way of work, build and present customer KPIs and evaluate where BT can reduce waste for BT and customer, use data analytics skills and knowledge of data for analyzing and exploring the cause of issues, using evidence and available information to find the best solutions to problems.
• Personal - to accept feedback and develop self-awareness. Navigate relationships openly and honestly, sharing knowledge and information to directly benefit or support others. Self-driven, self-motivated, enthusiastic and with a “can do” attitude
• Expansion – to collaborate with Account Manager (AM) on account plan, understand account expansion strategy targeted by AM, and identify qualified add-on opportunities for AM, act and ‘eyes and ears’ for AM to deliver relevant information and relationships for opportunities, help leverage service roadmap workshop. The AM is responsible for ALL commercial activities and closing.

Desirable Skills / Experience

• Bachelor’s degree in relevant field
• Experience working with customer facing role and ability to meet the customers’ needs in line with the business requirements
• Excellent communication and interpersonal skills
• Experience with development of solution processes
• Experience with project management methodology and techniques
• Flexible approach, able to operate effectively with uncertainty and change
• Self-driven, self-motivated, enthusiastic and with a “can do” attitude
• Familiarity with Salesforce and NPS
• Advanced telecom managed services knowledge (e.g.: LAN, WAN, IPT, Security, Cloud, Conference, etc.)
• Experience in working with complex, multi-divisional, multi-geographical customers
• Experience in a Customer Success/ Customer Experience/ Service Management role, preferred
• Experience in collaborating with cross-functional teams (E.g.: Account, Contract, Technical, Projects, etc.)
• ITIL 4 Certified or equivalent

At BT International, our purpose is to keep the world connected. As part of BT, we build on almost 180 years of innovation and expertise to deliver secure connectivity and digital services to some of the world’s leading multinational businesses and organisations. Our customers trust us to safeguard their data, drive their digital transformation and keep their businesses running. With colleagues on the ground across the world and supporting customers wherever they need to operate, BT International offers a truly global experience. Whether it’s about providing cloud connectivity, helping organisations collaborate, or enabling innovation in cybersecurity and digital services, you’ll be part of a team that shapes how businesses succeed in a world that is being transformed by AI. If you have the drive and ambition to make an impact on a global stage, BT International is where it happens.