Digicel is looking for a Service Executive to own the end‑to‑end retention and service experience for assigned Business Solutions customers. In this role, you will be the primary operational and contractual point of contact, focusing on the ‘Retain’ and ‘Manage’ pillars of our strategy.
What You'll Do
- Act as the primary point of contact for all service‑related matters for assigned business accounts.
- Build trusted, long‑term relationships with operational and commercial stakeholders.
- Proactively monitor account health, identify dissatisfaction or churn indicators, and implement retention actions.
- Ensure customers consistently experience high service quality and responsiveness.
- Own and manage the end‑to‑end contract renewal process for assigned accounts.
- Lead and prepare Quarterly Contract Reviews (QCRs), covering service performance, usage, issues, and contractual obligations.
- Track contract terms, expiry dates, pricing conditions, and renewal timelines.
- Collaborate with Sales and Finance on commercial adjustments within approved frameworks.
- Ensure service delivery aligns with agreed SLAs and contractual commitments.
- Coordinate incident management, fault resolution, and service escalations across internal support teams.
- Communicate clearly with customers on service issues, progress, and resolutions.
- Drive continuous service improvement initiatives based on performance insights.
- Support customer onboarding, service activation, and changes throughout the service lifecycle.
- Ensure customers are effectively using subscribed services and solutions.
- Identify opportunities to optimize service usage and operational efficiency.
- Maintain close alignment with Business Account Managers to provide account health updates and risk alerts.
- Support smooth handover for newly sold or expanded services.
- Provide feedback to Product and Service teams on customer experience trends.
- Maintain accurate documentation of customer meetings, service actions, contracts, and issues in CRM systems.
- Provide regular reporting on retention risks, customer satisfaction, and service performance.
What We're Looking For
- Minimum 3–5 years’ experience in service management, customer success, account operations, or related B2B roles.
- Solid understanding of SLA management, service operations, and contract structures.
- Working knowledge of CRM and service management systems.
- Strong customer relationship and stakeholder‑management skills.
- Excellent problem‑solving and escalation‑management capabilities.
- Ability to manage multiple accounts and priorities effectively.
- High level of attention to detail and follow‑through.
- Strong communication skills, both written and verbal.
- Customer‑centric mindset with a focus on quality and retention.
- Ability to work cross‑functionally and influence without authority.
Nice to Have
- Experience within telecommunications, ICT, or technology‑driven environments is strongly preferred.
- Diploma or degree in Business Management, Customer Service, IT, or a related discipline is an advantage.
