Customer Lifecycle Manager

Orange Business is here!

About us

Join us at Orange Business!We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

About the role

Job Purpose: 

 

Customer dedicated leader having overall accountability & responsibility for contract lifecycle management, quality of service, customer satisfaction, profitability, service improvements & enhancements for all implemented Orange insourced and outsourced services on a major multi-national customer. 

Key Tasks and Responsibilities: 

• To set up and maintain governance framework to ensure contract can be executed in the best possible conditions and with the appropriate interlock with the client organization (including meeting plan, escalation paths, communication plans, relationship mapping, reporting structure).
• To set-up and maintain a Customer core team, including the appropriate experts from different Orange entities, to support the defined governance and to deliver the contractual services.
• To orchestrate the delivery of all required products, solutions and services according to the contract, including all customization and integration services.
• To have overall accountability for the quality of any insourced or outsourced services provided to multi- national customer measured against Contract deliverables.
• To lead regular Business and Service review meetings at corporate & executive levels both with the customer & internal within Orange
• To ensure full compliance with customized / outsourced Service Management product definition 
• To be the customer’s primary senior point of contact within Orange Business Services, for all escalated contractual, service & operational related issues.
• To lead management of customer service improvement plans in order to increase customer satisfaction.
• To ensure adequate and timely reports which include measurements against customer SLA’s on quality, change and performance of the services provided to the customer.
• Overall ownership of maintaining customer information is current in the relevant databases and repositories.
• To manage contractual changes throughout the contract lifecycle and manage disputes effectively. 
• To validate and maintain customer contractual obligations, service level agreements for assigned customer.
• To assist SM management team in developing service management revenue opportunities on new business.
• To lead the post sales extended customer teams both local and remote
• Management of service management staff within sub region who are assigned to customer 
• To achieve or exceed the gross margins objectives set out in the relevant business case.
• To drive margin improvement plan to mitigate Orange financial impacts due to SLA failure or Major Customer Service disruption, monetize scope creep, cost optimization and revenue assurance.

 

 

About you

 

Skills & Knowledge

 

Leadership and Team Management

• People Management: Strong ability to lead and motivate diverse teams, fostering a culture of accountability and excellence.
• Conflict Resolution: Proven skills in managing conflicts and ensuring team cohesion.

Customer Engagement and Satisfaction

• Customer-Centric Mindset: Deep understanding of customer needs and a proactive approach to addressing them.
• Customer Experience (CX) Strategies: Ability to design and implement customer engagement strategies that drive loyalty and satisfaction.
• Handling Escalations: Expertise in managing and resolving customer escalations effectively.

Commercial & Contract Management

• Financial Knowledge: Good understanding of P&L, pricing models, cost structures and forecasting. Track record of managing and/or improving profitability.
• Contract management: Proven track record of successfully managing the complete customer life cycle of contracts, solutions and services
• Risk Management: Strong ability to identify, quantify and manage over the contract lifecycle.
• Negotiation & Dispute Resolution: Have excellent Emotional Intelligence (EQ), Active listening skills combined with a creative problem-solving mindset. Ability to shift conflicts from confrontation to collaboration.

SLA Compliance and Performance Management

• Service Level Management: Familiarity with defining, monitoring, and ensuring compliance with Service Level Agreements (SLAs).
• Performance Metrics: Strong grasp of KPIs, including response time, customer satisfaction scores (CSAT), and Net Promoter Scores (NPS).
• Quality Assurance: Establish and oversee quality assurance processes to maintain high standards of service delivery.

Technical and Industry Knowledge

• Tech Savvy: Understanding of the company’s technology, products, and services, along with the ability to communicate technical information to non-technical clients.
• IT Service Management (ITSM): Familiarity with ITSM frameworks (e.g., ITIL).
• Data Analytics: Competence in using data analytics to derive insights and drive decision-making.

Communication and Interpersonal Skills

• Stakeholder Communication: Ability to engage with stakeholders at various levels, including executives, clients, and cross-functional teams.
• Presentation Skills: Effective in delivering reports, insights, and strategies clearly and persuasively.
• Cross-Cultural Competence: Given global operations, cultural sensitivity and the ability to work in a multicultural environment are essential.

Strategic Thinking and Problem-Solving

• Analytical Skills: Strong ability to analyze complex customer service issues and implement effective solutions.
• Business Acumen: Understanding of business operations and how customer service contributes to overall profitability and growth.
• Continuous Improvement: Experience implementing process improvements and leveraging technologies like AI and automation to enhance service efficiency.

Compliance and Risk Management

• Regulatory Compliance: Knowledge of industry-specific regulations and standards to ensure compliance.
• Risk Assessment: Ability to identify potential risks in customer engagements and mitigate them proactively.

Leadership and Management Experience

• 10+ Years in Customer Service, Contract Management (client facing): Extensive experience in customer service and/or contract management roles.
• Cross-Functional Leadership: Proven track record of leading cross-functional teams, including collaboration with sales, product, and technical support departments.
• Global Team Management: Experience managing international teams across different time zones and cultural backgrounds.

Industry-Specific Experience

• Tech Industry Background: Solid experience in a technology-focused company, preferably in SaaS, cloud services, IT infrastructure, or similar fields.
• Product/Service Familiarity: Hands-on experience with tech products or services, especially customer-facing solutions like software, platforms, or hardware.

Client and Stakeholder Engagement

• High-Value Client Management: Demonstrated ability to handle enterprise-level clients and complex customer relationships.
• Customer Success Programs: Experience developing and implementing customer engagement or customer success programs that improve retention and satisfaction.

SLA and Compliance Management

• Service Level Agreement (SLA) Oversight: Experience setting, monitoring, and enforcing SLAs.
• Quality Assurance: Familiarity with setting up and managing quality assurance systems to ensure compliance with company and industry standards.

Process Improvement and Technology Integration

• Process Optimization: Proven success in implementing process improvements using methodologies such as Six Sigma or Lean.
• Technology Deployment: Experience integrating customer service technologies such as ITSM systems (e.g., ServiceNow), and AI tools for automation.

Data-Driven Decision Making

• Data Analytics and Reporting: Strong background in using data to measure performance, generate insights, and drive strategic decisions.
• KPI Management: Experience defining and tracking KPIs like CSAT and NPS

Crisis and Escalation Management

• High-Stakes Escalation Handling: Experience managing critical customer escalations and resolving high-impact issues.
• Crisis Communication: Proven track record in managing customer relationships during outages, or service disruptions.

Financial Acumen

• Cost Optimization: Track record of improving service delivery efficiency while maintaining or reducing costs.
• Revenue Growth Contribution: Proven ability to identify opportunities within customer relationships to drive value-added solutions, contributing to revenue growth through consultative engagement.
• Strategic Partnerships: Experience fostering long-term customer relationships that lead to expanded business opportunities and service enhancements.

Educational Background (Typical)

• Bachelor’s Degree: In Information Technology, or a related field.
• Master’s Degree (Preferred): An MBA or equivalent, especially with a focus on operations or customer management.

Ideal Candidate Profile:

A seasoned professional with a strong blend of technical expertise, leadership skills, and a customer-first mindset, capable of driving customer satisfaction and loyalty while ensuring compliance and operational excellence. Demonstrated ability and interest in Continuous Improvement (LEAN, Six Sigma etc)

 

 

You bring passion, energy, taste for exploration and adaptability. You seek the opportunity to expand your knowledge and develop new skills.

 

 

 

What we offer

• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).• Professional Development: training programs and upskilling/re-skilling opportunities.• Career Growth: Internal growth and mobility opportunities within Orange.• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.• Reward Programs: Employee Referral Program, Change Maker Awards.

Only your skills matter

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.