Tungsten
n Networkk Job Desccription Job Title Typee Rep
ports To (titlle) Dep
partment Base
e Office ( ) Work from
m Home Servicce Delivery M
Manager Full‐‐Time Part‐Time Con
ntract Temporary (circle orr highlight on
ne) Director, Service D
Delivery Servicce Delivery Lond
don Atlantta Kuala Lu
umpur Soffia (circle o
or highlight one) If thee employee w
will be workin
ng from hom
me, there ma
ay be an expeectation thatt he/she willl be requiired to work ffrom the “ba
ase office” o
on occasion.
urpose Job SSummary/Pu
To ensure and m
manage the seervice delivery/operation
nal elements of Buyer clieent relationsh
hip and meet contract/SLLA uirements. TTo work closeely with the C
Customer Relationship M
Manager (CRM
M ) to deliverr service exceellence and requ
optimize account opportunities. Where requested byy managemen
nt a Service D
Delivery Man
nager, may need to own aa ommercial elements of th
he relationsh
hip it may theen be necessary to feed in
nto the buyeer relationship, for the co
commercial man
nagers. Esseential Duties and Responsibilities  Work clo
osely with the appointed CRM to delivver and exceed client exp
pectations an
nd to develop
p the accoun
nt further  Monitor operational performance against keyy KPI’s to enssure all servicces are delivered and sup
pported with
hin the n the contracct. parametters set out in
 Build and
d/or maintain Buyer relattionships at aan operation
nal level neceessary to enssure delivery to contract  Work clo
osely with supplier sales aand implemeentation as w
well as Campaaign Manageement to maxximize buyerr transactiion volume  Support the CRM to ensure the client is awaree of opportu
unities for exp
pansion of TU
UNGSTEN NEETWORK within their bussiness  Support contract ren
newal activityy  Support the Accountt Services/Service Deliverry Manager staff based in
n Sofia with training etc. aas required  Highlightt to the CRM
M/managemeent those issu
ues and obstaacles which p
prohibit the cclient becom
ming a ‘refereence’ account for potential new clientss; assist in thee remediatio
on of those isssues & obstaacles  Input intto continuous improvemeent of the service delivered to the speecific accoun
nt  Project m
manage clien
nt specific pro
ocess changees  Act as th
he initial escaalation point should the cclient not be satisfied with any operattional aspectt of the TUNG
GSTEN NETWOR
RK service, co
oordinating TTUNGSTEN N
NETWORK ressources as reequired to reestore the Client’s satisfacction level (neext level of esscalation afteer the SDM w
would be the CRM with in
nput from thee Director Seervice Delivery)  Manage severity 2 an
nd 3 client in
ncidents and ensure custo
omer is kept up to date w
with the proggress of the h internal teaams to ensure a speedy reesolution. incident & work with
 Feedback suggested product enh
hancements aand new countries to Pro
oduct Management/CRM.  During trransition and
d set up of th
he Campaign Manager role, to managge active cam
mpaigns.  To suppo
ort and contiinue to own the buyer relationship du
uring transition to the CR
RM team.  When reequested by m
management, to own buyyer relationsships and work with comm
mercial manaagers. 1 | P
Page Education Essential  A levels, Degree, Baccalaureate, etc. Experience  Broad understanding of P2P  Exposure to a SAAS or Software company  Exposure to Project Management  3 years of account management/Service Delivery experience with a proven track record of providing excellent customer service to SLA's and experience of managing key customer relationships within a service delivery type role.  Commercial acumen Personal Attributes  Customer/service focused  Flexible: able to work under pressure  Creative  Good communicator with strong time management and prioritisation skills.  Results focused/orientated  Determined (will do attitude ); Positive (can do approach)  Strong Analytical skills.  Maturity and confidence to communicate with Senior Management and Customers. Other skills/knowledge Essential  TUNGSTEN NETWORK Service in detail  Internal procedures  AP generic processes Desirable  Good understanding of the Invoice to payment process  Broad understanding of VAT  Industry segment experience  Experience in creating reports on SLA performance and service availability  Other main EU language Working Conditions Work is performed in a normal office setting with minimal exposure to health or safety hazards. Substantial time is spent working on a computer. Minimal travel outside of the country of the home office may be required (to other corporate offices). Must hold valid passport and be able to acquire a visa for the UK, US, Bulgaria, or Malaysia if required. 2 | P a g e