High Touch Operations Manager with German

Responsibilities:

• Provides reactive support and builds a relationship with the customer’s operational team(s), typically Service Operations or Network Support
• Co-ordinates all areas of a company to assist the customer in resolving their incidents as quickly as possible, maximizing availability
• Acts as a point of escalation for the customer, keeping them updated throughout the life of their incident and assisting with an analysis of their incident after resolution
• Co-ordinates other Expert Care resources (i.e. Asset Manager, Learning Advisor, Technical Consulting Engineers) to maximize availability and increase the customer’s operational efficiency
• Leads the operational section of the Quarterly Business Review (QBR), building trust, articulating value and providing point of view.
• An HTOM is typically designated to up to 5 customers
• Provide status reports to stakeholders
• Follow up on open action items and cases to ensure commitments are met
• Builds a relationship with customer’s operational team(s)
• Identify need for and assist with delivery of customer trainingc
• Understands customers business requirements and aligns to company’s services
• Identify, plan for and manage resource needs within the company
• Drives adoption of Expert Care services
• Uses Operational Assessments to recommend best practice processes to improve customer's operations

Required / Desired Skills:

• Typically requires a BS/BA degree or equivalent plus 5-7 years related customer support experience, project management experience or business experience.
• Strong project management, influencing and negotiation, critical thinking and decision-making skills
• Ability to work as a team member in a cross-functional, matrix environment
• Excellent presentation and interpersonal skills
• Knowledge of vertical market business trends and concepts
• Understanding of pertinent software applications used for reporting and researching
• Strong technical gap analysis skills and customer sat and customer service gap analysis skills-ability to apply knowledge and formulate customer recommendations
• CCNA or equivalent networking knowledge would be helpful
• ITIL Foundation v4 certified is a plus
• Excellent command of English and German
• Demonstrated ability to excel in the following areas:

1. Customer Service
2. Conflict Management
3. Analytical and Trend analysis
4. Communication/Presentation
5. Project Management

Our Offer:

• B2B contract via Experis
• Remote work (Candidate must come to the Cracow's office twice a month)
• Business travels to Germany, once per quarter 
• MultiSport Plus
• Life insurance
• Medicover Premium
• E-learning platform