Descrição
MAIN ACTIVITIES
- Be the customer interface for the S&M contract;
- Manage the customer account by providing reporting on the activity (weekly, monthly, committee, KPI, SLA report…), providing evolution advices, and managing contract renewal and new offers proposals with sales;
- Perform the financial follow up of the contract and the customer satisfaction;
- Manage 3rd party contracts, communication and performance monitoring if any;
- Manage incidents follow-up in respect with the SLA and manage escalation if needed;
- Analyze customer incidents to define the root cause and define appropriate procedure to solve them;
- Coordinate and follow actions of 3rd party or Level 3 if necessary in respect with Thales process;
- Manage actions defined in the contract such as preventive maintenance or software new release installation;
- Provide internal reporting of the account activity and profitability and manage the contract regularly in Thales tools, in respect with Thales process.
REQUIREMENTS
- Engineer or Master’s Degree ideally in Computer Science or any relevant matter;
- PMI or PMP certification is recommended;
- ITIL certification is recommended;
- Previous experience in IT, computing or integration, SLA, customer relationship management;
- Advanced English, Spanish (plus).
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