Responsibilities :
1- Implementation :
Lead scoping and monthly meetings with customers
Drive the implementation of ITSM process management
Coordinate customers' operational acceptance
2- Operation :
Plan maintenance tasks with client (and cloud engineer)
Track service performance against the SLA
Plan upgrades or new configurations with the client's administrator
Plan exceptional operations with the customer
Manage severe incidents and crises related to SLA non-compliance
3- Governance :
Create performance reports
Prepare service disruption reports
4- Follow-up :
Organize and/or participate to client steering committees
Communicate and manage the customer relationship regarding SaaS deployment and utilisation
Requirements :
3 years of related experience in relationship and negotiation with clients
Project management / Consulting background, Knowledge of SaaS
Fluent spoken and written in Spanish and English. Good knowledge of Portuguese is a plus
In your daily practice, you are proactive and organized, you ensure a rigorous follow-up with regular reporting and raise the appropriate alerts
You have good management and social skills and a great sense of confidentiality
Service oriented and customer satisfaction focused are essential qualities for this position
Casablanca, Maroc