Service Manager

at  BroadForward

Are you the service manager who will be the face of BroadForward to our international customers? You will be working together with our international customers and internal teams, to ensure high-quality service and satisfied customers for our world-leading software solutions for 4G and 5G networks. To support BroadForward’s rapidly growing business, we are looking for a professional with experience working in a customer support position for mission-critical software solutions (Telecoms (preferably), IT or Enterprise).
This role is located in the Netherlands. Please note that only applicants with residence and a valid legal working visa will be considered for this position.

YOUR ROLE AS SERVICE MANAGER

As member of our operations team based in Amersfoort, the Netherlands, you will work closely with your colleagues of the operations team, as well as key stakeholders including customers, reselling partners, (pre)sales, product management and engineering.

• Taking end-to-end responsibility (ownership) of all technical, organizational and commercial aspects of the customer support activities.
• Taking ownership of all open support tickets and (escalated) customers issues and following problems through to resolution.
• Identifying optimizations in processes, procedures and systems related to customer service experience, and driving the implementation thereof, in order to ensure excellence in customer experience, timely delivery of services, optimum productivity, and effective management of resources.
• Establishing and maintaining relationships with partners and customers to ensure satisfaction with the services provided.Overseeing the customer onboarding process to ensure a smooth transition and integration of services.
• Gathering and analyzing customer feedback to identify areas for improvement. Implementing changes based on customer feedback to enhance service delivery.Collaborating with reselling partners and integrators to ensure a good end-to-end support service to the end customers (SLA contracts, SLA performance reports and reviews, training etc.).
• Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis.
• Supporting (pre)sales with support contract renewals, upgrades, and identifying opportunities for up-selling and cross-selling additional services.
• Aligning and prioritizing resource needs for support versus delivery projects, together with Project Management and Operations Management.
• Managing the collaboration with the R&D team regarding the necessary support from R&D in solving trouble tickets.
• Maintaining accurate records and documenting all customer service activities and discussions.
• Monitoring service quality and SLA performance, assessing service statistics and preparing detailed reports on findings.
• Coordinating the global 24/7 support service and on-call schedules.
• Where necessary, being involved in delivery/installation projects as a backup for our Project Managers.

BroadForward offers you the opportunity to work on a market leading software product for international 4G and 5G networks, in an innovative and creative work environment. You will be part of a fast-growing and successful company with unique products and innovations, in an industry that never stands still. You are the face of BroadForward to our international clientele. This role offers you the chance to expand your international network and work with people from different countries and cultures. Our customers are located in all regions of the world (North America, Central and Latin America, Europe, Middle East, Africa, Asia, Japan, Oceania). We offer our team first-rate working conditions, including:

• Learning & development budget per employee
• Referral bonus on company vacancies
• Profit sharing scheme
• Attractive pension scheme, including extra insurances
• 27 holidays annually (FTE)
• Flexible work hours
• Hybrid working model
• Office with free and plentiful parking
• Regular social events with the tea