Client Service Manager

David Kennedy Recruitment is working with a leading tech company that is looking to recruit a Client Service Manager for 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 Client’s services and performance are aligned with the Customer’s 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:

• Bachelor's / 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
• On-site Work Module
• Meal allowance on card/voucher