The company is a global leader in partnering with businesses to transform and manage their operations by leveraging the power of technology. The group is driven daily by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization with 350,000 members in over 50 countries.
The role:
The Customer Reliability Service Manager (CRSM) ensures Cloud Services are properly implemented and performing according to contracts, SLAs, and regulations. The CRSM works closely with CRE, CRE Team Lead, and CSM teams to ensure optimal customer experience and performance.
Key responsibilities:
● Primary Contact: Act as the main interface for customers regarding consumed services.
● Customer Insights: Understand customer business models to anticipate capacity needs and follow up on related activities.
● Compliance: Maintain customer data and ensure procedures comply with regulations.
● Sub-contract Management: Manage sub-contracts/partners and contribute to SLA/OLA definitions.
● Service Procedures: Define and maintain procedures for consumed services.
● Training: Organize and track training for involved parties.
● Transition Management: Oversee the transition from project to CRE team and manage the TRR process.
● Metrics and KPIs: Define and monitor business metrics and KPIs, analyze traffic patterns, and deliver scheduled reports.
● Issue Resolution: Ensure issues are resolved per SLA and manage escalations.
● Service Reviews: Conduct regular service reviews with customers and third parties.
● Financial Management: Manage and report on financials and transaction volumes.
● Customer Satisfaction: Send satisfaction surveys and collaborate on best practices.
● Service Offering: Contribute to service offering definitions and participate in pre-sales meetings.
● Customer Advocacy: Engage successful customers as testimonials.
Skills and qualifications:
● Strong understanding of Cloud Services implementation.
● Excellent customer service and relationship management skills.
● Proficiency in defining and managing SLIs, SLOs, business metrics, and KPIs.
● Ability to manage sub-contracts and ensure compliance.
● Experience in training, transition management, and issue resolution.
● Financial acumen for managing and reporting on financials.
● Excellent communication and collaboration skills.
Benefits:
● OSDE 210 family health plan.
● Birthday day off.
● Continuous training through content platforms.
And more!
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