Customer Service Manager (m/w/d)
Customer Service Manager (m/w/d)
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Job Description
Within the Customer Service Management department you will be in charge of managing managed services around our IoT & SaaS solutions in conjunction with internal teams and customers in the retail sector. Your missions will be:
- Monitor compliance with service commitments and the means implemented on service contracts (support maintenance fleet management etc.) in conjunction with stakeholders (support sales customer project manager expert etc.)
- Coordinate teams (support customer project manager etc.) to ensure quality service and achieve service contract commitments
- Track service contract budget
- Define the content and terms of implementation of services through the descriptions of SLAs/OLAs and their evolution as necessary in consultation with the contracts stakeholders
- Lead customer steering committees
- Ensure that events that may impact the service contract throughout its life cycle are taken into account
- Develop progress plans and formulate associated action plans
- Proactively propose changes to the scope of service quantify them and argue them with the customer in collaboration with the KAM
- Actively participate in the implementation and renewal of contracts related to the sales and pre-sales departments in order to provide indicators and information to define the best strategy
Qualifications :
Education:
- With a degree in IT engineering or equivalent you have at least 3-5 years experience in a Service Delivery Manager position preferably in an international context.
Experience:
- Knowledge and experience in the retail and IoT sector would be appreciated.
Skills:
- You are dynamic mobile and flexible you have a taste for teamwork and like to convey a good working climate.
- An appetite for customer relations resistance to pressure and stress are necessary assets to understand this position in the retail sector
- As our teams and clients are international mastery of written and oral English is an imperative (strong international context for the position).
- In a context of strong development of our activities in all Europe and Middle East regions Spanish Italian or German speaking will also be appreciated.
Additional Information :
We innovate. We help communities thrive.
VusionGroup has an international presence in 19 countries. In joining us youll be part of a globally distributed team of intellectually curious committed and collaborative co-workers.
The work is fast paced challenging and ambitious. Here you will feel valued for your contributions as we reinvent modern commercetogether.
We feel supported. You will too.
VusionGroup is a place where people feel safe happy and respected. We offer programs and benefits to support you in whatever comes next in your life including:
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
