Customer Operations Manager at Ericsson

In this role, you will be responsible for overseeing end-to-end operational performance towards the account according to agreed targets. The role is acting on behalf of Operations, typically for customer accounts. The COM shall ensure that the portfolio is maintained and that projects within that portfolio are progressing according to schedule. The COM can take on the role of CFR in the pre-sales phase. With the insight of the ongoing portfolio, the role is critical for ensuring communication to the KAM & Service Delivery Organization for specific progress and support for providing input into opportunities towards the customer. Relevant information should also be communicated to the Supply team.

This role can be based in Nigeria and/or with alternative locations in Southeast Africa, to be discussed depending on your current location.

You will 

• Handle the delivery portfolio as well as communicate and follow up on dependencies between projects
• Monitor, direct, and support the delivery portfolio as well as ensure that delays in projects that may impact others in the portfolio are communicated
• Handle customer and Internal Engagement
• Develop and maintain customer relations to improve customer confidence and further develop the business
• Share knowledge and success factors with other areas and functions
• Handle portfolio finances and initiate actions when not meeting financial performance expectations

To be successful in the role you are

• Education: Minimum of bachelor’s degree in electrical or computer engineer
• Min 8 years or more solid experience in Customer Project Management or relevant line management role.
• Domain experience: (Networks area of expertise – e.g.: Radio, OSS, IP, CORE, etc.)
• Background in delivery towards customers such as Project Management deliveries, Managed Services deliveries, or Customer Support activities.
• The COM is also expected to have several years of experience in a leadership role, preferably in Service Delivery and/or Operations.
• Financial acumen
• Business understanding
• Financial analysis skills
• Customer and Market insight
• Negotiation 
• Project management 
• Knowledge sharing & collaboration
• Proficiency in the English Language

You should also have

• Entrepreneurial & commercial thinking
• Persuading & influencing
• Analysing
• Leading & supervising
• Relating & Networking
• Delivering results & meeting customer expectations