Our client is one of the top technology firms globally and is currently looking for a High Touch Operations Manager.

Your role will be crucial in fostering trust and building lasting relationships with our customers. Youll work in a dynamic environment that values simplicity and customer centricity, fostering an integrated, outcome-driven approach to customer engagement. Collaborate with cross-functional teams to create a seamless customer experience, leveraging data-driven insights.

Be part of a high-energy team that prioritizes innovation, empowerment, diversity, and growth. If youre passionate about making a difference and eager to lead innovation, this is the place for you!

Your Impact

• Manages incidents impacting the customers network.
• Acts as the company customer advocate and point of contact for any support related questions.
• Supports delivery of the Expert Care program to major accounts from a process point of view.
• Ensures follow-up and closure of critical incidents with large strategic customers and uses standard tools to receive alerts and monitor status of new customer service requests (cases) pushing through to resolution.
• Regularly interacts with companys customer and internal teams in a coordinated fashion to ensure problem resolution.
• Maintains good relationship with the customer during the course of the problem resolution process through effective use of email, telephone, chat, video conferencing and other collaboration methods.
• Coordinates root cause analysis with engineers upon customer’s request.
• Has regular meetings with the customers.
• Participates in high severity incident troubleshooting sessions to address customer non-technical remarks and send critical communication to customer management chain.
• Conducts quarterly meetings to follow incident KPI / SLA.

Minimum Qualifications

• French & English are mandatory (3 of the 4 customers are French / last one is Slovak).
• Polish / Slovak are nice to have.
• Proven leadership skills, initiative taker and ability to work outside of processes. Experience in a support environment is a plus.
• Ability to work with Engineers to review potential product or software defects and obtain fixes.
• Independently coordinates and completes tasks.
• Solid understanding of business process and requirements in a support environment.
• Technical and networking understanding, but primarily ability to use the technical expertise of the company support team.

Desired Skills

ITIL Foundation and intermediate level is recommended.

Benefits

We offer a temporary contract for at least 1 year (maternity cover).

Job Details

Senior level: Mid-Senior level | Employment type: Temporary | Job function: Business Development and Customer Service | Industries: IT Services and IT Consulting, Software Development, and Computer and Network Security