Customer Service Support Manager - Verona

Customer Service Support Manager - Web SaaS Cloud Applications - Verona

Opportunity to join a fast growing AI company solving the most complex problems around data quality in the supply chain for the largest organizations in the world. Deep learning is changing the world of Procurement and Supply Chain and Creactives is a leader in this AI revolution to unlock the value of relevant unstructured data stored in the ERPs and other backend systems breaking any language barrier.

You will have great opportunities to support very large customer organizations and design structured support and application maintenance processes to deliver the best service to our international Customers.

Job location: Verona, Italy

Key traits to be successful in the role:

1. Experience of IT application support management for Cloud SaaS solutions
2. Customer Oriented attitude – focus on Customer Satisfaction
3. Capabilities to communicate with Customers and create trustful and long lasting relationships
4. Capability to define and deliver a quality service level
5. Capability to understand business requirements
6. Capability to interact with a support team
7. IT background (Graduate in Information Technology)
8. Full English fluency/proficiency is a Must Have
9. Additional languages like German, French and Spanish are appreciated

Experience Required:

1. Min. 5+ years experience in IT application support management and application maintenance
2. Graduate in Computer Science or Information Technology or similar

Expectations from the role:

1. Work closely with Head of Client Support and Global Account Management Director to provide the best level of support to Key Customers Account according to continuous improvement.
2. Manage Customer frequent and structured communication for Status Update and to check customers needs and customer satisfaction.
3. Monitor and Analyse Customer usage of Creactives solutions to understand level of adoption and Customer Satisfaction and suggest improvements to increase adoption and customer satisfaction.
4. Structure and monitor Service Level for the IT applications offered in SaaS cloud to Creactives Customers to guarantee quality, performance, and availability and intervene in case of problem/incident.
5. Improve Application Maintenance Processes according to ITIL best practices.
6. Experience in managing tasks and operations of support team.
7. Knowledge of Support ticketing systems like JIRA.
8. Interact with Service team to evaluate criticalities and establish priorities based on important/urgent Customer's needs.
9. Improve/Manage/evolve Service Level Agreement definition and KPI (Key Performance Indicator), and guarantee compliance with SLA.
10. Propose improvements on Application Support Processes to achieve operational objectives, plan to increase support efficiency, improve service in a cost-optimized approach developing problem management and service improvement plans.
11. Implement the most recent and efficient best practice in IT application support (ITIL) to support Creactives cloud SaaS solutions.

Additional desired skills:

1. Knowledge of most popular IT framework for IT Service Management, e.g., ITIL (Information Technology Infrastructure Library).
2. Experience working with Large Customer Organizations.
3. Experience in supply chain / procurement.
4. Knowledge of SAP Item Master Data and Procurement Processes (Purchase Orders, MM).
5. International working experience.
6. Knowledge of Amazon Web Services.

Location:

Verona (Creactives Headquarters) – support to Customers is provided remotely from Verona in cloud SaaS mode – so residence or domicile in Verona is required.

Smart Working:

The contract allows a very good balance between smart working and presence in the office.

Creactives (www.creactives.com)