Job Description:

Responsibilities:
•    Lead the delivery of services, resolve conflicts, and ensure efficient execution of tasks.
•    Manage scope of work (including CR) and be responsible for financial objectives.
•    Build positive customer relationships and ensure compliance with agreed services and service levels.
•    Ensure quality of work of the team and audit compliant processes and execution.
•    Aggregate customer feedback to achieve higher service quality. 
•    Plan, organize, and coordinate the execution of customer inquiries outside the company's ticketing system.
•    Review and repair gaps between the provision of the service and the scope of work.
•    Know people and their intentions (motivation, goals, agenda).
•    Identify all billable items (fixed/consumption-based revenue) and verify correct billing.
•    Collect information, prepare, and provide reports for customer service.
•    Balance, align, and develop contract scope/quality with customer expectations.
•    Liaise with decision-makers and influencers, ensuring contract renewals and customer success.
•    Participate in the budget planning, Review of team costs with the Controlling expert and be responsible to keep the cost withing the budgeted figures.
•    Identify and proactively communicate opportunities for improvement. Participate and drive initiatives for process improvement and automation. Make processes lean, stable, controlled and efficient. Identify cost-saving opportunities.
•    Responsible for People Development: Foster a culture of continuous learning and professional growth by providing opportunities for training, mentorship, and career development. Encourage team members to set and achieve personal and professional goals.
•    Motivation: Create a positive and inclusive work environment that motivates employees to perform at their best. Recognize and reward achievements, provide constructive feedback, and maintain open communication channels to understand and address team members' needs and concerns.
•    Retention Rate: Implement strategies to retain top talent by ensuring job satisfaction, work-life balance, and career advancement opportunities. Regularly assess employee engagement and satisfaction, and take proactive measures to address any issues that may affect retention.

 

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