Customer Operations Manager
As Customer Operations Manager , you are Sales primary engagement contact for delivering key Operations Services related to a Customer or set of Customers and you are able to guide Sales in how to leverage the full network of specialists and capabilities that are available to maximize the Sales Team and Customer’s productivity and growth and help them in the transition of their business into a recurring revenue business model.
This requires you to :
oLead broader Operations matters and be the face of Operations,
oConnect the dots across different departments and teams
oArticulate and position Operations strategy and Customer and Partner Services strategy including Digitization
oUnderstand and be able to recognise the different offers available
oAcquire deep knowledge of the organizational set-up to its full extent for each for each offer
oProvide operational guidance on Operations services, business processes, policies and systems, and leverage full Operations network and cross-functional teams in the backend to provide an end-to-end solution to the Global Account Manager, Client Executive, or Account Manager.
You will be part of the Customer and Partner Services team and will work closely with your peers in-country, regionally and globally.
You will leverage the network of specialists and cross-functional teams across in-person and digital channels. With thorough understanding and knowledge of your audience, you will serve as a trusted advisor to the Sales Team(s) you cover.
You enjoy working in a fast-paced changing environment. You'll have a passion for Customer experience, deliver a customized Operational guidance to the Partners you cover through building in partnership with those Partners an Operational Business Plan that will enable them to address their business needs, maximize their productivity and profitability.
Bachelors + 5 years of related experience, or Masters + 2 years of related experience, or PhD + 0 years of related experience
Analytical Skills :
oAnalyze information and work with others to evaluate alternative solutions to confirm path forward
oStrong planning and analytical skills
Language Skills : German fluent
Soft Skills :
oDemonstrated, take-charge attitude, and able to demonstrate flexibility and resiliency
oAbility to adapt quickly to changing priorities.
oExplain information and effectively lay out pros and cons of alternatives to consider
oDeveloping ability to communicate and drive improvement across cross-functional teams to improve operations metrics and customer satisfaction
oDeveloping project management skills
oStrong decision making, influencing, and negotiating skills at a departmental or region level
oExcellent communication skills at all levels of management presentation as well as personal, soft skills
oAdvanced PowerPoint and Excel skills preferred
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