Service & Contract Manager

Short Description

Ensures contractual obligations and customer expectations are met and manages the customer relationship and communication to increase customer satisfaction, reduce churn and increase business opportunities.

Job Summary

Service and Contract Manager ensure clients of Colt’s Service Management Services have a consistently great experience when working with Colt by driving internal stakeholders to deliver expected level of service and client’s expectations are met. They work with the client to improve our service and find new ways to use our services to improve the client’s business while ensuring contractual obligations are met.

Job Description

Typical tasks and responsibilities will include:

• Owning the governance and overall customer service experience for the client, ensure agreed level of service is adhered to, take proactive action to address service failures and drive remedial actions

• Manage customer contracts including maintaining commercial, SLA and legal terms

• Deliver onboarding including workshops and training of the client on Colt’s tools and processes, produce performance reports and maintain customer handbooks

• Lead and prepare service review meetings and provide monthly management reporting for the client

• Develop and manage service development, customer engagement and continual service improvement plans to address service issues

• Building and maintaining strong relationships with customers to support revenue retention and generate high customer loyalty

Skills

Education