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For Companies At a Glance
- Tasks: Manage client contracts, ensuring satisfaction and successful delivery of services.
- Company: Join Orange, a leader in telecom and IT solutions, known for innovation and customer focus.
- Benefits: Enjoy flexible working options, professional development opportunities, and a vibrant company culture.
- Why this job: Be part of a dynamic team that values continuous improvement and client relationships.
- Qualifications: Degree in business or relevant field; 5 years of client-facing experience required.
- Other info: Opportunity to work in a diverse, international environment with a focus on personal growth.
The predicted salary is between 36000 - 60000 £ per year.
About the role
ROLE PURPOSE
The 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 and 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.
RESPONSIBILITIES
The 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 ACCOUNTABILITIES
- Contract management
- Ensure contractual compliance and monitor obligations for both parties
- Provide guidance and support to internal teams on contract matters
- Monitor contract performance, identify areas for improvement, and mitigate risks
- Customer lifecycle request to cash
- Design Service Creation and Vendor Management for non-standard services or processes
- Lead the request to cash client engagement
- Program management on small to medium enterprise account
- Accountable for overall delivery, work with Project Managers to ensure Delivery Team Leadership and Risk Management
- Customer Relationship Management
- Financial Accountability
- Programme Management on Large accounts
- Project Management
- Team Coordination
- Customer Engagement
- Scheduling and Timeline Management
- Quality Assurance
- Reporting and Documentation
- Budget Management
- Risk and Issue Management
- Customer Satisfaction
- Training and Support
- Continuous improvement
- Identify areas of improvement within customer contract and program management activities
- Develop and implement strategies to enhance customer satisfaction and retention.
- Monitor and analyse customer feedback and data to identify opportunities for improvement and implement necessary changes
About you
ESSENTIAL KNOWLEDGE & EXPERIENCE
- Deep knowledge of Orange Business products, processes & tools, and the associated organizations
- Excellent organisation, co-ordination, communication, presentation, synthesis, and reporting skills
- Client focused with strong interpersonal & negotiation skills
- Teambuilder, used to work with different cultures and to work in a virtual matrix team environment.
- Ability to innovate and find improved ways of doing things
- Strong industrialization spirit
- Good understanding of the telecoms and IT industries.
- Integrating project work with Knowledge Management concepts and principles
- Strong business and financial acumen
- Excellent knowledge of written and spoken English language
- Sound knowledge of the MS office suite
EDUCATION, QUALIFICATIONS, AND CERTIFICATIONS
- Degree in business, science (or other relevant area), or equivalent relevant experience with a demonstrable commitment to self-development
- ITIL v4 foundation certification
- Financial background
- Optional: Synergy, CMM/CMMI, PMP or PgMP or Prince2 or MSP, Six Sigma or agile certifications
EXPERIENCE
- Minimum of 5 years of client facing experience in the telecom or IT industry
- Experience in building client relationship
- Experience in managing geographically distributed teams
- Working in an international environment.
Customer Program Manager employer: Orange Business
Contact Detail:
Orange Business Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Program Manager
✨Tip Number 1
Familiarise yourself with Orange Business products and services. Understanding their offerings will not only help you in interviews but also demonstrate your genuine interest in the role and the company.
✨Tip Number 2
Network with current or former employees in similar roles. They can provide valuable insights into the company culture and expectations, which can be crucial for tailoring your approach during the application process.
✨Tip Number 3
Brush up on your project management skills, especially if you have experience with methodologies like Agile or Six Sigma. Being able to discuss these frameworks confidently can set you apart from other candidates.
✨Tip Number 4
Prepare to discuss your experience in managing client relationships and how you've handled challenges in the past. Real-life examples will showcase your problem-solving abilities and client-focused mindset.
We think you need these skills to ace Customer Program Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in client management, contract execution, and program delivery. Use specific examples that demonstrate your skills in managing customer relationships and improving service delivery.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and how your background aligns with the responsibilities of a Customer Program Manager. Mention your understanding of Orange Business products and your ability to innovate within the telecoms and IT industries.
Showcase Relevant Skills: Emphasise your organisational, communication, and negotiation skills in your application. Provide examples of how you've successfully managed projects or improved customer satisfaction in previous roles.
Highlight Continuous Improvement Initiatives: Discuss any past experiences where you identified areas for improvement in contract management or customer engagement. This will demonstrate your proactive approach and commitment to enhancing customer satisfaction.
How to prepare for a job interview at Orange Business
✨Showcase Your Client Management Skills
As a Customer Program Manager, your ability to manage client relationships is crucial. Prepare examples of how you've successfully navigated complex client interactions in the past, highlighting your negotiation and interpersonal skills.
✨Demonstrate Your Knowledge of Industry Standards
Familiarise yourself with Orange Business products and processes. Be ready to discuss how your understanding of telecoms and IT industries can contribute to optimising contract execution and enhancing customer satisfaction.
✨Highlight Your Project Management Experience
Since the role involves overseeing program management, be prepared to share specific instances where you've led projects, managed risks, and ensured timely delivery. Mention any relevant certifications like PMP or Agile that bolster your credibility.
✨Emphasise Continuous Improvement Mindset
The role requires a focus on continuous improvement. Think of examples where you've identified areas for enhancement within a project or process and successfully implemented changes that led to better outcomes for clients.
