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The Customer Engagement Coordinator is responsible for acting as the customer point-of-contact for Product Line operations, providing superior levels of support throughout the service delivery process, driving contract revenue, profitability and receivable management. The Customer Engagement Coordinator establishes and maintains a professional relationship with the customer, and maximizes knowledge of the customer to enhance value of contract for both SLB and the Customer. They ensure the services delivered to the customer comply with contractual agreements and meet customer objectives and performance metrics. This person drives the adoption of effective technological solutions to the customer needs and challenges The Customer Engagement Coordinator coordinates the communication channels and activities between the customer and the service delivery team, and is responsible for the COSD (i.e. resource consumption.)
- Capture/update customer activity for service delivery visibility in the business systems.
- Capture and communicate internally significant customer intelligence.
- Capture and confirm job-specific requirements.
- As a member of the Account Team, identify and capture both PL & cross-PL sales leads outside existing contract terms, and contribute to the Account Plan.
- Compile and review cost estimates for consolidation with the technical proposal.
- Assess job risks during analysis of customer job requirements.
- Participate in brief and debrief sessions with the PSD team as required to ensure that customer objectives are clearly understood.
- Communicate recommendations and actions to the customer to mitigate unplanned events.
- Ensure that job deliverables are accurate and delivered on time.
- Facilitate customer reviews of SQ events as required.
- Coordinate and conduct regular service quality meetings with the customer.
- Evaluate customer feedback via customer satisfaction reports and performance reviews.
- Review the quality and completeness of field tickets.
- Proactively identify and resolve invoice disputes regarding product and service delivery issues.
