Roles and Responsibilities:

• Commercial minded, develop and maintain a positive, productive long term working relationship with the customers
• Conduct Service Reviews with customers to review services performance and operational services issues
• Work in close collaboration with sales and account management to position PCCW Global strongly for business retention, contract renewal and service extension
• Ensure full compliance of agreed solutions and services to meet customer needs ; proactively monitoring of agreed SLAs in order to deliver exceptional service and acknowledged customer
value; focus on beating the target
• Serve as a reliable, accessible and effective escalation point for the customer on any critical operational issue -including after-hours support via mobile if required
• Lead the Continual Improvement Process with the customer, including recommendations for service upgrades
• Proactively monitor customer services performanc...