col-wideJob Description:
Bringing a personalized approach to connecting exceptional talent with unique opportunities. Specializing in recruitment for diverse roles, leveraging extensive experience and innovative strategies to find the perfect match for any business needs. Collaboration builds a stronger, more successful future – one strategic hire at a time.
We are seeking a skilled and experiencedClient Service Managerto join us in Lisbon, Portugal. In this role, you will be the primary point of contact for managing contract compliance and overseeing the governance process, ensuring alignment with the Client's business objectives.
Key Responsibilities
Collaborate with key Client stakeholders to establish and maintain regular service management reviews, ensuring that the services and performance provided align with the Customer's business strategies.
Facilitate regular contract reviews, identifying areas for potential changes or updates. Document decisions and provide this information to the Account team for subsequent amendments, agreements, or revisions.
Maintain a comprehensive view of overall Customer health by conducting regular reviews with key stakeholders. Address any red flag issues, explore future opportunities, and ensure overall contract compliance.
Manage customer enablement duties, including overseeing provider portals, coordinating training, handling access requests, and addressing ongoing Customer needs.
Conduct assessments and report on Service Levels (SLAs). Analyze trends and patterns, and collaborate with service assurance, delivery, and finance teams to recommend and implement service improvement plans as necessary.
Regularly review Key Performance Indicators (KPIs) and develop action plans when needed to ensure service excellence.
Work closely with Operations, Service Delivery, and the Customer to continuously seek areas for process enhancements, streamlining operations, and collectively driving improved performance.
Skills and Qualifications
Bachelor's / Masters degree or equivalent in a related field
Excellent knowledge of German and English (C1)
Previous/Proven experience in Customer Success/Account Management (Ideally Telco/Finance/BPO)
Service Management Reviews and Performance.
Contract review and account management.
Manage Customer enablement duties and service level.
Reporting and business meeting.
ITIL V3/v4 certification and CISCO CSM.
Benefits of Joining Our Team
Permanent contract.
Competitive salary.
Private health and life insurance from day one.
Monday to Friday working hours.
On-site work model.
Meal allowance provided via card/voucher.
Application Process
If you are excited about this opportunity and meet the necessary qualifications, we encourage you to apply. Click the 'Apply Now' button to submit your application, including your CV and a cover letter detailing your experience and passion for customer service.
Our Commitment to Diversity and Inclusion
We are committed to creating a workplace that embraces diversity and inclusion. We value the unique contributions of all team members and welcome applications from individuals of all backgrounds, cultures, and experiences. Join us in building a team that celebrates diverse perspectives and fosters mutual respect and collaboration.
