Client Service Manager Dutch

Lisbon, Portugal

Job Openings Client Service Manager Dutch

Position: Client Service Manager Dutch

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 Clients services and performance are aligned with the Customers 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.
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
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.

REQUIREMENTS:

Bachelor's / Masters degree or equivalent in a related field
Excellent knowledge of Dutch 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

BENEFITS:

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