Job Title

About the roleHave you got what it takes to succeed The following information should be read carefully by all candidates.ROLE PURPOSEThe position is assigned to specific clients, where Orange provides highly complex and customized solutions or where a strong client governance is needed.During the life-cycle of the contract for a client or a set of clients, the role:organizes and supervises the overall execution of the contract to achieve contract commitments and customer satisfaction.oversees and manages the successful delivery of programs and services, ensuring customer satisfaction, profitability.is overall accountable for the Request to Cash activities. This includes solution design in pre-sales, service creation during contract setup and organic growth management.A key objective of the Customer Program Manager is to optimize the efficiency of contract execution through continuous improvement and usage of the best of our standard company processes and functions, while meeting the contractual obligations.On small enterprise accounts the Customer Program Manager can benefit from a delegation of authority from the Client Executive with regards to the client governance and profitability.RESPONSIBILITIESThe Customer Program Manager will be assigned to one or more accounts, according to their size and complexity, the customer's expectations, their personal interests, and their individual development plan. In most cases they will be assigned during the full life cycle of the relevant contracts.On the assigned account the Customer Program Manager reports functionally into a Customer Program Director or Client Executive.KEY ACCOUNTABILITIESContract managementEnsure contractual compliance and monitor obligations for both partiesProvide guidance and support to internal teams on contract mattersMonitor contract performance, identify areas for improvement, and mitigate risksCustomer lifecycle request to cashRequest to cash DesignService Creation and Vendor Management for non-standard services or processesLead the request to cash client engagementProgram management on small to medium enterprise accountAccountable for overall delivery, work with Project Managers to ensure Delivery Team Leadership and Risk ManagementCustomer Relationship ManagementFinancial AccountabilityProgramme Management on Large accountsProject ManagementTeam CoordinationCustomer EngagementScheduling and Timeline ManagementQuality AssuranceReporting and DocumentationBudget ManagementRisk and Issue ManagementCustomer SatisfactionTraining and SupportContinuous improvementIdentify areas of improvement within customer contract and program management activitiesDevelop and implement strategies to enhance customer satisfaction and retention.Monitor and analyse customer feedback and data to identify opportunities for improvement and implement necessary changesAbout youESSENTIAL KNOWLEDGE & EXPERIENCEDeep knowledge of Orange Business products, processes & tools, and the associated organizationsExcellent organisation, co-ordination, communication, presentation, synthesis, and reporting skillsClient focused with strong interpersonal & negotiation skillsTeambuilder, used to work with different cultures and to work in a virtual matrix team environment.Ability to innovate and find improved ways of doing thingsStrong industrialization spiritGood understanding of the telecoms and IT industries.Integrating project work with Knowledge Management concepts and principlesStrong business and financial acumenExcellent knowledge of written and spoken English languageSound knowledge of the MS office suiteEDUCATION, QUALIFICATIONS, AND CERTIFICATIONSDegree in business, science (or other relevant area), or equivalent relevant experience with a demonstrable commitment to self-developmentITIL v4 foundation certificationFinancial backgroundOptional : Synergy, CMM/CMMI, PMP or PgMP or Prince2 or MSP, Six Sigma or agile certificationsEXPERIENCEMinimum of 5 years of client facing experience in the telecom or IT industryExperience in building client relationshipExperience in managing geographically distributed teamsWorking in an international environment.