Job Description: Client Service Manager with Spanish
Location: Onsite in Lisbon, Portugal
Job Description:
As a Client Service Manager in Spanish, you will play a crucial role in ensuring the successful delivery and management of services to our clients. Your primary responsibilities will include conducting service management reviews, maintaining client relationships, managing operational performance, and identifying opportunities for continuous improvement.
Key Responsibilities:
Service Management Reviews:
Collaborate with key client stakeholders to establish and maintain service management reviews.
Ensure services and performance are aligned with the client's business plans.
Coordinate regular contract reviews, noting areas for possible changes or updates, and providing feedback to the account team for amendments.
Relationship Management:
Maintain an overview of overall customer health, conducting regular reviews with key stakeholders.
Address any potential issues, benchmark future opportunities, and ensure overall contract compliance.
Manage customer enablement tasks, including portal overviews, training, access requests, and addressing ongoing customer needs.
Operational / Performance Management:
Oversee service level assessments, report on trends and patterns, and provide SLA reporting.
Collaborate with service assurance, delivery, and finance teams to recommend and implement service improvement plans as needed.
Review Key Performance Indicators (KPIs) and develop action plans for improvements.
Work with operations and service delivery teams and customers to identify and implement process enhancements.
Identify opportunities for continual service improvement, innovation, and benefits.
Reporting and Special Projects:
Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting.
Participate in business meetings and contribute to day-to-day improvements.
Engage in special projects outside regular account responsibilities when requested, demonstrating a cooperative and proactive spirit.
Requirements:
Education: Bachelor's/Master's degree or equivalent in a related field.
Professional Certifications: ITIL V3/v4 certification; CISCO CSM is preferred.
Skills:
Excellent communication skills, with proficiency in Spanish and English (C1 level).
Strong knowledge of PowerPoint, Excel, Outlook, Word, and Microsoft Teams.
Creativity, innovation, adaptability, and flexibility.
Vision and strategy, with the ability to develop others and oneself.
Organizational awareness, conceptual thinking, and problem-solving abilities.
Strong action management, business planning, and resource management skills.
Experience in financial and budgeting management.
Benefits:
Permanent contract
Competitive salary
Private health and life insurance from day one
Monday to Friday working hours
On-site work module
Meal allowance on card/voucher
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