Job Descriptions
for
CSM
Senior CSM
and CSD
Document History
Version
Date
Changes Made
Author(s)
1.0
6 Nov 07
Original
K Wenzel
1.1
14 Apr 08
K Wenzel
2.0
6 May 2008
2.1
4 June 2008
Remove all references, update fault to incident
management, update products to solutions
Aligned to Service Select sales guide and ITIL
methodology
Modified based on comments from Sue Berry
2.3
9 July 2008
Modified based on comments from Rebecca
McSweeney and Sue Berry
K Wenzel
K Wenzel
K Wenzel
Table of Contents
1
Introduction.......................................................................................................... 1
1.1
2
Customer Service Manager (CSM) ................................................................................ 2
2.1
2.2
2.3
3
Purpose........................................................................................................................................ 2
CSM Responsibilities and Deliverables ....................................................................................... 2
CSM Qualification, Experience & Skills ....................................................................................... 3
Senior Customer Service Manager (Senior CSM) ............................................................... 5
3.1
3.2
3.3
4
Summary...................................................................................................................................... 1
Purpose........................................................................................................................................ 5
Senior CSM Responsibilities and Deliverables ........................................................................... 5
Senior CSM Qualification, Experience & Skills: ........................................................................... 5
Customer Service Director (CSD) ................................................................................. 6
4.1
4.2
4.3
4.4
Purpose........................................................................................................................................ 6
CSD Responsibilities and Deliverables ....................................................................................... 6
Key Outputs / Metrics .................................................................................................................. 7
CSD Qualification, Experience & Skills: ...................................................................................... 7
1
1.1
Introduction
Summary
This document provides a standard job description for the below roles in Customer Service Excellence:
 Customer Service Manager (CSM)
 Senior Customer Service Manager (Senior CSM)
 Customer Service Director (CSD)
2
Customer Service Manager (CSM)
2.1
Purpose
To have overall responsibility for Quality of Service and Customer satisfaction for all insourced and outsourced Services (Network, IT Services, Mobility, Voice and/or integration
solutions) provided to multi-national Customers (measured against Service Level
Agreements).
2.2
CSM Responsibilities and Deliverables
Customer Deliverables
Customer Benefits
Overall CSM Responsibility
To have overall accountability for the Quality of solutions provided to multi-national Customers. (measure
service provided against defined Service Level Agreements)
To be the Customer’s primary point of contact within for all Service related issues, with the exception of
Incident Management, where the CSM will act as a secondary escalation point (The GCSC will be the primary
escalation point)
Have awareness of overall and service management profitability of their customer. May be
responsible for managing services profit and loss for customer.
To proactively identify existing Customer needs, and opportunities to grow the customer
relationship. Work with the account team to upsell Service Management and/or other
products and services.
To maintain adequate knowledge of solutions and services
CSM Backup
Formal back-up policy when the CSM is out of the office
for at least one business day.
Service continuity is assured. The level of support
the back-up can provide will depend on the length
of time the CSM is absent and any agreements
with the Customer (e.g. if the Customer agrees to
miss a Customer meeting due to the CSM’s
holiday).
Service Level Management
The CSM prepares & runs Service Review Meetings
with the customer on a regular basis and issues
minutes. Meetings are held on both a monthly and
annual basis. Within time and budget constraints, the
meeting should be held in person at the customer site.
The Customer gets regular communication and
visibility on the performance and evolution of their
Services purchased from us.
Service Improvement Program (including assistance in
handling chronic incidents and incorporating necessary
actions from the root cause analysis into the SIP). CSM
manages all improvement actions triggered by:
Customer issues are managed and resolved in a
timely manner. Customer has visibility to these
improvement actions via the monthly service
review meeting.
1. Quality Connect Survey (relaed to any and all
functional areas)
2. Customer Complaint (including those related to
customer invoices)
3. Proactive Action (identified proactively by the
CSM)
The CSM prepares the monthly Customer report. (SLA
compliance, incidents, SIP status, capacity
recommendations)
If the Customer has subscribed to Extended Service
Delivery, reporting includes SLA & performance and
change reporting, analysis and trending.
If the Customer has subscribed to Extended Service
Support, incident reporting is included.
The Customer has full visibility on our operations
and SLA compliance.
The CSM handles non-commercial Customer queries
and escalations, including those related to billing.
Commercial queries should be addressed to the
Account Manager.
Customer saves time finding answers to their
queries and escalations.
Availability Management
The CSM informs the Customer of any scheduled
service outages initiated by us in advance.
The Customer has full visibility of anticipated
service interruptions so as to proactively inform
end-users in advance.
Capacity Management
CSM provides capacity analysis, forecasts and
recommendations
Problem Management
CSM reviews any internal root cause analysis (RCA)
applicible to their customer, and generates a customer
facing RCA to be communicated to the customer.
Any actions resulting from the RCA are included in the
customer SIP and followed up by the CSM
Change Management
If the customer has also subscribed to Extended Service
Support: CSM handles change requests, tracking of
change implementation, change reporting and change
billing.
Reduced communication needs for the customer to
place and explain the change request.
Configuration Management
CSM is responsible for data integrity of customer
information in all systems/tools. If error is found, CSM
should correct data and/or open a Data Integrity Help
Desk ticket for correction.
The CSM provides the Customer with up-to-date
technical documentation, including the Customer book
(Customer Operations Guide), which takes into account
changes to a Customer’s solution due to organic growth
and Moves, Adds & Changes.
The Customer gets regular visibility on their
infrastructure and most-recently deployed services.
CSM ensures all technical documentation (COG, SLA,
Detailed Connection List, Topology Diagram, etc…) is
posted on GCDR (Gobal Customer Document
Repository)
Continunity of service to customer can be ensured
as data can be easily assessed by anyone in
Orange Business Services. It is especially used by
the GCSC teams who access this info to ensure
first class support.
2.3
CSM Qualification, Experience & Skills
Qualification/ Experience/Skills
Qualification
Experience
Degree level or equivalent (Business or Science Degree); ITIL certification




Customer Service and Project Management Experience
at least 2 -3 yrs of work experience in customer-facing organizations within the telecom
or IT industry
virtual team management experience
good level of practiced technical knowledge
Skills




Language Skills: English (if not mother tongue, fluent written and verbal), local
language
Technical Skills: good knowledge of Network, IT Services, Mobility, Voice and/or
integration solutions and technologies
Soft Skills: good communication, negotiation, presentation, organization skills
Is fully empowered to coordinator of all entities involved in technical performance of our
solutions

Can work independently, shows initiative and proactivity

Can work well under pressure and can handle escalations calmly and competently.
3
Senior Customer Service Manager (Senior CSM)
3.1
Purpose
To have overall responsibility for Quality of Service and Customer satisfaction for all
implemented in-sourced and outsourced (Network, IT Services, Mobility, Voice and/or
integration solutions) Services and Solutions on assigned Customer(s). To position Service
Management product offering in response to Customer needs.
3.2
Senior CSM Responsibilities and Deliverables
Senior CSMs have the below responsibilities and deliverables in addition to all of those of a
CSM listed above.
Customer Deliverables
Customer Benefits
Overall CSM Responsibility
To have overall responsibility for Quality of Service and Customer satisfaction for all implemented in-sourced
Services and Solutions on assigned Customer(s) (measure service provided against defined Service Level
Agreements). To position Service Management product offering in response to Customer needs.
To assist CSM Management team in developing Service Management revenue opportunities on new business,
when possible.
Service Level Management
Interface with the customer at Senior Management level
on a regular basis and conduct periodic Executive
Service reviews
Assist in validating and maintaining Customer Service
Level Agreements when required.
Lead the post sales extended Customer team.
Provide adequate and timely reports to include
measurements against Customer SLA’s on Quality,
Change and Performance of the service provided to the
Customer.
3.3
Senior CSM Qualification, Experience & Skills:
Qualification/ Experience/Skills
Qualification
Experience
Degree level or equivalent (Business or Science Degree); ITIL certification




Skills




Customer Service and Project Management Experience
at least 4 - 5 yrs of work experience in customer-facing organizations within the
telecom or IT industry
virtual team management experience
good level of practiced technical knowledge
Language Skills: English (if not mother tongue, fluent written and verbal), local
language
Technical Skills: good knowledge of Network, IT Services, Mobility, Voice and/or
integration solutions and technologies
Soft Skills: good communication, negotiation, presentation, organization skills
Is fully empowered to coordinator of all entities involved in technical performance of our
solutions

Can work independently, shows initiative and proactivity

Can work well under pressure and can handle escalations calmly and competently.
4
Customer Service Director (CSD)
4.1
Purpose
Is accountable to provide day-to-day coordinated delivery of agreed contractual solutions
and services for a given customer; has overall responsibility for the quality of service and
customer satisfaction for all implemented in-sourced and outsourced (Network, IT
Services, Mobility, Voice and/or integration solutions)services; accountable for accuracy of
billing for services delivered; proactively identify and scope opportunities for service
enhancement providing customer cost reductions and greater value generation; spread
innovation for optimization and leverage of new or improved processes.
4.2
CSD Responsibilities and Deliverables
CSDs have the below responsibilities and deliverables in addition to all of those of a CSM
and Senior CSM listed above.
Customer Deliverables
Customer Benefits
Overall CSM Responsibility
To have overall accountability for the Quality of solutions provided to multi-national Customers. (measure
service provided against defined Service Level Agreements)
Service Level Management
Prepare and publish Program Plan (including Program
Structure / Roadmap / Governance Matrix) of Customer
Service Strategy; ensure all internal and external
stakeholders agree and understand roles and
responsibilities
Ensure operational excellence in service
management
Ensure full compliance of agreed solutions and services
to meet customer needs; proactive monitoring of agreed
SLAs in order to deliver exceptional service and
acknowledged customer value; focus on beating the
target
Ensure operational excellence in service
management
Ensure successful program management through
coordinated management of a portfolio of projects /
activities
Ensure operational excellence in service
management
Ensure customer sees and feels delivery as a seamless
team irrespective of internal / third party structures;
manage Account resource per service
Ensure operational excellence in service
management
Identify and mitigate risks (failure or delay); ensure
appropriate levels of business contingency / continuity
are in place.
Ensure operational excellence in service
management
Present monthly service reviews and Service
Improvement Program actions; manage customer
expectations; interpret high level dashboard of all
operations to customer (sponsor / service director)
Ensure operational excellence in service
management
Provide customer with informed industry benchmarks
e.g. Gartner, Telemark; propose service enhancements
which continually position us as best in class
Ensure operational excellence in service
management
Proactively review overall service requirements with
business users; identify gaps and opportunities, help
users articulate needs
Identify selling opportunities within existing
accounts
Help customer upscope existing contracts; help
visualize the enhanced value and assist AGM / ECT
build the business case / sales presentations
Identify selling opportunities within existing
accounts
Develop innovative proposals e.g. new platforms to
maximize the customer business strategy
Identify selling opportunities within existing
accounts
Present monthly high level dashboard of all operations
to Customer Operations Director; highlight trends and
value generation opportunities
Maximise customer satisfaction
Win trusted status as the extended member of
customer’s service team
Maximise customer satisfaction
Prepare, monitor and advise on Customer Performance
Scorecard
Maximise customer satisfaction
Identify and create Additional Customer Value
Maximise customer satisfaction
Continually review efficiency of processes to ensure
delivery of world-class innovative solutions
Service innovation
Optimize operational processes to match economic
balance between industrialized processes (factory
deliverables) and customized requirements
Service innovation
Contribute thought leadership to the Centre of
Excellence of customer / industry requirements to
ensure our company leads the market
Service innovation
Change Management
Manage in / out of scope requests and agreeing any
change / release management (CM)
Ensure operational excellence in service
management
Financial Management
Financial management of the Services P&L
Ensure services profitability
Peer review monthly customer billing; ensure bill
accuracy
Ensure accuracy in billing
Accountable for resolution of billing issues and assist
AGM in escalated case
Ensure accuracy in billing
Ensure billing remains consistent with contract and
client expectations – no surprises
Ensure accuracy in billing
4.3
Key Outputs / Metrics
Key Outputs / Metrics
4.4
People Interfaces

Published Customer Service Strategy & Program
Plan

Focus 100 CSAT rating and ACV score

Monthly Program Scorecard / account health
check

Accuracy / timeliness / recovery of billing

Revenue retention / growth

Service Improvement Plan

Bi-weekly Senior Management Reporting

Customer V-P Operations / CIO

Customer Service Manager

CPD, Lifecycle resources pool

Billing / Accounts Receivables

GCSC

Third Party Contractors
CSD Qualification, Experience & Skills:
Qualification/ Experience/Skills
Qualification
Degree level or equivalent (Business or Science Degree); ITIL certification
Experience








Skills




Customer Service Excellence / face to face customer interaction
Multi-disciplinary experience in customer facing roles
Proven track record in managing multiple Service Management teams /
third party vendors
Excellence in project management (performance, risk and cost control);
ITIL or Six-Sigma qualification desirable
Proven leadership skills with virtual teams
at least 7-10 yrs of work experience in Global Service Implementation / Operations;
general technical understanding of network based services / technologies (Cisco /
Nortel) plus Solutions and Services
virtual team management experience
good level of practiced technical knowledge
Language Skills: English (if not mother tongue, fluent written and verbal), local
language
Technical Skills: good knowledge of Network, IT Services, Mobility, Voice and/or
integration solutions and technologies
Soft Skills: good communication, negotiation, presentation, organization skills
Is fully empowered to coordinator of all entities involved in technical performance of our
solutions

Can work well under pressure and can handle escalations calmly and competently.

Proactive, can-do attitude

Diplomacy, tact and multi-cultural awareness

Tenacity and persistence