Care Project Manager, CNS Airtel at Nokia Nigeria

Ref No: 2100000I9N

Key Responsibilities
Manage Customer Relationship Management:

• Acts as a primary interface towards the customer for care related activities/issues as well as managing customer expectations
• Improve customer satisfaction by developing excellent customer relationship.
• Actively communicate with the customer on all relevant information and issues
• Identify and address customer’s pain points, bring them forward into CT / CDM
• Regularly meeting customer and follow up agreed actions, more face time with customer

Manage care Business:

• Manage financials: Manage project costs with focused cost optimization and cost control consciousness
• Care Contract Management: Setting up contract in CDB and manage scope management
• Service Business / Solution Creation: identify and create new business opportunities, care upsell
• Risks and opportunity management
• Contribute to pre-sales and sales/tendering processes (as needed)

Manage Operations:

• Care Management and Planning – Create and maintain care plan, monitor & control the targets against the Project Target Agreement (PTA); handover to Care with detailed scope, install base , service level agreement  etc.
• Monitoring, controlling and execution - Drives creating, updating and executing care activities in close co-operation with the customer within the contracted scope
• Resource readiness and care delivery: As per agreed care plan, monitor & control the targets against the Project Target Agreement (PTA), manages resources e.g. subcontractors / contractors / 3rd parties, as needed in care activities
• Care performance management: Drive performance by monitoring KPIs, SLA, Penalties and Reporting care status and progress externally and internally KPI.

Your Skills and Experience

• Bachelor's Degree in Computer, Electronics, Telecomunications Engineering or related field.
• PMP certiication is an advantage
• 8+ years in customer and project or care management.