Position: Client Service Manager
Location: onsite in Lisbon, Portugal
Employment type: Permanent
DUTIES AND RESPONSIBILITIES:
Conduct Service Management Reviews: In collaboration with key Client stakeholders, establish and maintain service management reviews to ensure Client's services and performance are aligned with the Customer's business plans
Coordinate regular contract reviews, capturing any areas for possible changes/updates and/or decision logs and providing these to the Account team for subsequent amendments/agreements/revisions.
Relationship Management
Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the contract.
Manage Customer enablement duties such as provider portal overview, training, access requests and ongoing Customer needs
Operational / Performance Management
Manage Service Level assessment, reporting and conduct analysis on the trends and patterns; Provide the SLA reporting. Collaborate with service assurance, delivery, and finance for recommendations and service improvement plans, when warranted
Review Key Performance Indicators (KPIs) and provide action plans, when necessary.
In tandem with Operations and Service Delivery and the Customer, continue to seek areas for process enhancements, streamlining and driving improved performance collectively.
Identify ongoing benefits, opportunities, and innovation for continual service improvement
Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes
Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested
Participate in business meetings and general inputs in day-to-day improvements
REQUIREMENTS:
Bachelor's / Masters degree or equivalent in a related field
Previous experience within a simular position, preferable BPO industry.
Excellent knowledge of German and English (C1)
Adaptability & Flexibility
Vision and Strategy
Developing Others and Themselves
Organizational Awareness
Conceptual Thinking and Problem Solving
Business Planning and Resource Management
Financial & Budgeting Management
BENEFITS:
Permanent contract
Private health and life insurance from day one in the company
Working hours: Monday to Friday
Meal allowance on card/voucher
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