Jobid=cc2e52d54386 (0.101)
Role
Ready to lead exceptional customer support?
Do you thrive on delivering top-notch service solutions? Join an acclaimed global telecommunications software solutions provider, as a Service Manager.
They specialize in cutting-edge intelligent signaling solutions for mobile networks, setting the industry standard for 2G, 3G, 4G, 5G, Fixed, Wi-Fi, and M2M/IoT networks.
You’ll take the reins on:
Leading end-to-end customer support activities, ensuring technical, organizational, and commercial excellence.
Cultivating strong relationships with partners and customers to guarantee service satisfaction.
Collaborating with reselling partners and integrators for seamless end-to-end support service.
You’ll be rewarded with:
A competitive monthly salary of ~€5,800 and attractive benefits package.
Opportunities for personal and professional growth with a dedicated learning and development budget.
Engaging in our profit-sharing scheme and earning referral bonuses for company vacancies.
Embracing a flexible hybrid work model and enjoying regular social events with the team.
If you’re interested in this position, apply here!
Taking end-to-end responsibility to manage all technical, organizational and commercial aspects of the customer support activities
Establishing and maintaining relationships with partners and customers to ensure satisfaction with the services provided
Collaborating with reselling partners and integrators to ensure a good end-to-end support service to the end customers (SLA contracts, SLA performance reports and reviews, training etc.)
Taking ownership of all open support tickets and (escalated) customers issues and following problems through to resolution
Creating effective customer service procedures, policies, and standards
Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis
Identifying and driving process improvements to ensure excellence in customer experience, timely delivery of services, optimum productivity, and effective management of resources
Aligning and prioritizing resource needs for support versus delivery projects, together with Project Management and Operations Management
Managing the collaboration with the R&D team regarding the necessary support from R&D in solving trouble tickets
Maintaining accurate records and documenting all customer service activities and discussions
Monitoring service quality and SLA performance, assessing service statistics and preparing detailed reports on findings
Coordinating the global 24/7 support service and on-call schedules
Where necessary, being involved in delivery/installation projects as a backup for our Project Managers
Bachelor or Master degree in business / technology with ITIL or equivalent service management certifications
5+ years of experience working in a customer support position for mission-critical software solutions (Telecoms, IT or Enterprise)
Strong focus on delivering high-quality service and maximizing customer satisfaction
Experience with leading, influencing, and driving virtual / remote teams to achieve common goals, taking into account the interests of different stakeholders (internal and external), different countries and cultures, etc
Strong oral and written communications skills. Able to read, write and speak English fluently, including technical terminology
Ability to manage multiple customers and priorities based on customer and business needs
Familiarity with industry standard service management methodologies and tools, as well as MS Office Excel, PowerPoint, Word, etc
This role is located in the Netherlands. Please note that only applicants with a valid legal working visa will be considered for this position
Willingness to occasionally travel to international customer sites
€5,800 per month
Learning & development budget per employee
Referral bonus on company vacancies
Profit sharing scheme
Attractive pension scheme, including extra insurances
27 holidays annually (FTE)
Flexible work hours
Hybrid working model
Office with free and plentiful parking
Regular social events with the team
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