About Us
Avanti Communications (“Avanti”) is a global multi-orbit provider of fully integrated connectivity services and solutions.
Founded in 2002, with a mission to help the world become better connected, Avanti leverages satellite technology to create custom solutions that protect communities and unlock opportunities for individuals, communities, businesses, and governments all over the world.
As a global business, Avanti is able to deliver reliable, high-performance solutions worldwide, even in the most challenging of locations. It uses its scale and expertise to connect those in hard-to-reach rural areas, improving access to education and helping to create a safe environment for people to live and work. Avanti is the leading Ka-band high-throughput satellite capacity partner to the communications industry in Europe, the Middle East and Africa.
For more information, please visit avanti.space
Role Purpose
The Avanti Vision is to provide mission-critical satellite capacity to government and communications industry customers. This exciting new role is at the heart of our customers’ experience with Avanti, making sure that they get the best out of their service with us, differentiating Avanti in the marketplace.
This role is a crucial interface between Account Management and In-Life Service, wearing a technical hat to help our customers grow by driving value from their service, tracking customer health and looking for opportunities to highlight the impact of Avanti on the way they do business, every single day.
The role holder will be self-motivated and lead from the front supporting our robust processes for the consistent delivery and in-life support of Avanti’s service offerings. There will also be a focus on the use of valid data and meaningful metrics supporting detailed performance reviews, driving customer engagement and Continuous Service Improvement.
Key Accountabilities & Responsibilities
Supporting Business Growth
- Develop a good understanding of the customers’ business to help ensure best value out of Avanti’s satellite network.
- Be a trusted advisor for your customers and an expert on what Avanti offers. Able to confidently discuss and demonstrate the power of the Avanti network.
- Develop customer relationships that promote retention and loyalty working closely with customers to ensure they are satisfied with the services they receive, while quickly addressing any barriers/areas of dissatisfaction.
- Interpret customers’ requirements to the Solution Architects and Product Delivery teams by communicating the customers’ requirements and liaising with the customer where necessary to support the solution design.
- Work with virtual bid teams to support delivery of customer proposals and contracts when required.
Supporting Service Management
- Ensure the customers in-life experience is what they signed up for; with Avanti services delivering the desired outcomes and performing to contracted SLAs.
- Make sure all service support documentation/knowledge, is comprehensive, accurate and up-to-date, maintaining the level of service support required.
- Identify the relevant Onboarding requirements for new customers; agreeing and documenting a joint plan between the customer and Avanti internal stakeholders on which on-boarding modules need to be delivered.
- Demonstrate a strong sense of urgency in meeting customer needs.
- Liaise with the customer to provide regular monthly/quarterly plans on performance against SLA, forecasting for capacity and equipment to support revenue generation.
- Champion Service and Support in projects, developing a strong understanding of projects impacting your customers, ensuring service impact is always minimised and pre-agreed.
- Act as the interface between the customer and Avanti support functions where necessary to provide timely responses and resolution to escalations and customer queries.
Technical
- Act as the interface between the customer and Avanti technical organisation for Technical Deployment and rollout activities.
- Responsible for identifying customer training requirements and providing in-person training where required.
- Identify customer knowledge gaps, agree, and document a joint plan between relevant Avanti internal stakeholders and the customer to close gaps and upskill the customer supporting full adoption of all services.
- Promote an urgent response culture.
- Work to continually train and support customer competency, building confidence in services and their ability to deliver all desired outcomes.
Performance & Quality
- Be accountable for the overall quality of services and performance, ensuring future demand from growth and projects is understood and factored into Avanti capacity plans.
- Provide all service performance reporting as per agreed cadence.
- Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
- Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services.
- Be an ambassador for the customer, working across the business to provide effective communication on relevant matters and building relationships with other teams to ensure effective and constructive dialogue between departments.
- Update and maintain all Service-related data.
- Contribute to any initiatives that improve processes, increase operational efficiencies and deliver an enhanced customer experience.
- Champion Avanti culture, supporting full compliance for yourself and contractors alike.
Skills & Qualifications
Essential:
- Proven experience in a Customer Service Management / Service Delivery role, preferably in the communications domain.
- Passionate about satellite technology and comfortable with technical lingo.
- Excellent customer facing/customer service skills with a passion for Service Improvement.
- A true team player who can work collaboratively with all levels across the organisation.
- Excellent People and relationship management skills.
- Able to multi-task, highly organised having demonstrated ability to prioritise when under pressure.
- Ability to travel on short notice for short term assignments. This is a customer-facing role that may require ad-hoc travel to customer locations, based on the needs of the business.
- Resourceful with a proactive approach and ability to work on own initiative when required.
- Self-motivation and able to take responsibility with a passion to learn.
Desirable:
- A relevant degree in engineering, telecommunications, or similar qualification.
- Relevant technical experience with VSAT and communications platforms.
- Relevant work experience at a satellite operator or satellite service provider.
- Experience in ITIL.
- Good level of business acumen.
Benefits
- A Competitive Salary, pension scheme, and life assurance & private medical insurance
- A generous and highly achievable bonus scheme – paid annually based on individual and company performance against targets.
- Along with 25 Days Annual Leave (excluding bank holidays) plus an Additional Day on us for your Birthday.
- Buy or sell up to 3 holiday days per annum.
- Free access to the Employee Assistance Programme
In addition to the above responsibilities, the jobholder is required to perform other reasonable duties as assigned by the line manager from time to time.
By applying for this position, you consent to your personal information being shared with our recruitment outsourcing partner. For further information please visit https://www.avanti.space/privacy-policy/