Customer Success Partner

Location: Prague, Czech Republic

Business Unit: Information Solutions

Contract type: Permanent/Full-Time

Reporting to: Project Management Team Lead

JOB PURPOSE

Creditinfo is looking for an energetic Service Manager to add to the Customer & Project management office team. Reporting to the Project Management Team Lead, the Service Manager will be accountable for service delivery of a set of IT and DA services and small to medium projects provided for both internal and external CICEE customers.

He/She will understand the client’s business well and acts as an interface for running services, represents the client within CICEE and drives improvements on behalf of the client.

SCOPE OF ROLE

• Ownership of successful resolution of the client’s escalations and related communication towards the company
• Management and coordination of client projects under 50 MDs (exceptions apply)
• Definition and follow up on rolling 12-month roadmap with the clients
• Ensures that agreed SLAs targets on delivered services are achieved or exceeded
• Ensures service transparency (delivered service components shall match ordered quantities and vice versa)
• Monthly client reports
• Ensures that systems, process and methodologies are followed to allow effective monitoring, control and support of service/project delivery
• Improve efficiency in invoicing and in non-centralized controlling
• Provide a centralized review and prioritization for RFC
• Controlling profitability of projects, services and clients
• Budget definition and follow up for internal clients

RESPONSIBILITIES

• Focus on client and understanding of its businesses
• Management and coordination of small & medium projects
• Definition and follow up on rolling 12-month roadmap with the clients
• Provide a centralized review and prioritization for RFC
• Assist with development of proposals
• Ensure appropriate financial controls are in place
• Review service provision against agreed SLAs with clients
• Gain client‘s confidence, understanding of business processes and motivation
• Understand business and client needs
• Cooperate in identifying main areas for IT service improvement
• Cooperate in executions of service improvement
• Prepare and analyse service delivery reports for client
• Coordinate the activities to consolidate client requirements for enhancements to business applications
• Assist with development of proposals based on client requirements
• To engage fully in the review process of IT services and the development of improvements plans

REQUIREMENTS

• Understanding of project management principles (PMP/Prince2 methodologies understanding or certificate is a plus)
• Orientation in Service Delivery and Service operation areas
• Advanced knowledge of MS Office tools
• Understanding of finance and credit risk management is a benefit
• Exceptional leadership, strategic and relationship skills
• Willingness to learn and develop on the job
• Ability to adapt to ever changing conditions and client needs
• Excellent oral and written communication skills
• Fluent English is a must
• Willingness to travel around the world time to time