Client Services Manager

il y a 3 semaines


Lyon, Auvergne-Rhône-Alpes, France SOA People Temps plein

Position Overview

Comprehensive Service Management for all RTS Operations (end-to-end)

This role encompasses the following responsibilities:
- Initiation of Services
- SLA Assurance Planning
- Organizing initial assessments and knowledge transfer
- Project Management for transition initiatives
- Conducting Service Meetings on a monthly or quarterly basis
- Fostering customer relationships and enhancing SOA People business with clients
- Addressing escalations and quality concerns
- Identifying and managing mini-projects that require a more structured approach
- Developing mini-project proposals (including approach, timeline, and budget) and securing customer approval
- Overseeing the execution of mini-projects (resource allocation, follow-up, project management, and quality assurance)
- Managing contracts and addressing any contractual or invoicing issues (including collections)
- Implementing continuous improvement strategies
- Formulating action plans following escalations or quality incidents
- Engaging in TCO programs (included in Premium Service)
- Analyzing ticket management for service recommendations during meetings
- Driving innovation through annual workshops and enhancement packs from SAP (e.g., new support models and SOLMAN utilization)
- Establishing thought leadership and becoming a trusted advisor (e.g., ITIL Best Practices) to enhance sales potential for customers.

Business Development Support

- Collaborating with Business Development Managers (BDMs) to promote RTS
- Conducting early prospect visits to position RTS and qualify opportunities for large accounts
- Creating and presenting proposals
- Setting up and obtaining approval for cost models
- Preparing contracts and initiating services
- Fostering commercial development within existing customer accounts
- Assisting account managers in identifying additional opportunities and developing account plans
- Supporting the execution of these account strategies.

If you possess the necessary skills and experience, this position offers a unique opportunity to advance your career in a meaningful way.

Essential Skills


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