Client Service Manager Dutch

David Kennedy Recruitment is working with a leading tech company that is looking to recruit aClient Service Managerfor their Lisbon office.

The Service Manager is the primary interface responsible for daily management of contract compliance and administrative responsibility of the governance process.

• 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:

• Bachelors / 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)

BENEFITS:

• Permanent contract
• Competitive salary
• Private health and life insurance from day one in the company
• Working hours: Monday to Friday
• Onsite Work Module
• Meal allowance on card/voucher