**Job ID**:179163
**Required Travel**: Minimal
**Managerial - Yes**
**Location:**:Italy Milan - (Amdocs Site)
**Who are we?
**:
**In one sentence**:
To be the first point of contact collaborating with B2B and B2C feedback to ensure satisfaction of customer.
**What will your job look like?
**:
- For every sale made, pickup where sales leaves, identify customer stakeholder for that sale, onboard customer teams for that sale, mentor the customer on the sale, and monitor their satisfaction for that sale and report success KPIs to the wider organization using scorecards for each sale.
- Define and agree customer business KPIs (revenue generation, TTM, etc.)
and work with customer to use our product to the best to meet in turn their success KPIs.
Report such metrics to wider organization and build proactively plans to address any gaps on business KPI targets versus actuals.
- Regularly engage with the customer to understand their business pain points, and work with product and service group to showcase product capability to solve their pain points, or to generate upsell ideas to solve their pain points and hand over to the sales team, where possible.
- Own the voice of customer process from the start of capturing their feedback, to agree actions for betterment, and regularly update and present to customer the actions taken to sort out their concerns by working with the Client Services Partner and Client Business Executive.
- Represent "the voice of the customer" within Amdocs, act as a trusted advisor to understand customer's challenges, pain points to the product, services and support teams to ensure customer needs are heard loud and clear within our organization and the same is addressed through get well plans.
- Cultivate and maintain strong rapport with the customer business team and Amdocs account teams ensuring high levels of customer satisfaction and recognition of ROI
- Build loyalty to ensure long-term client retention by presenting product information, addressing customer issues, whilst supporting the Sales team with upselling, cross-selling, and renewals.
- Drive the value validation process (evaluation of the value of the product / project sold after and sometimes during implementation - whether it is the same value as expected during the sales process).
**All you need is...**:
- Customer relationship management
- Brand promotion
- Proactive problem resolution
- Leadership skills
- Empathy, emotional intelligence
- Telecom industry and BSS domain knowledge, including competition and products
- Collaboration skills
- Strong written and oral communication skills.
- Bachelor's Degree in Business, Public Relations, Psychology or equivalent.
- 10+ years of customer facing roles in the Italy (customer service lead, customer relationship manager, customer success manager)
- 5-7 years of experience working in Telco industry.
- Strong knowledge of BSS domains, knowledge of competition products.
- Proven ability to build strong relationships - both internally and externally
- Mandatory:
- Languages: Italian and English
- Location: to be based in Milan
**Why you will love this job**:
- Work within a very diverse and multi-cultural environment, and a fast growing and dynamic organization!
- Lead projects for market leading software solutions for the telecommunications industry.
- Work on international projects, and will be provided with the opportunity to work closely with market leading telecom companies!
Amdocs is an equal opportunity employer.
We welcome applicants from all backgrounds and are committed to encouraging a diverse and inclusive workforce.
**Amdocs is an equal opportunity employer.
We welcome applicants from all backgrounds and are committed to fostering a diverse and inclusive workforce