500 days ago on alpina-hr.com

Service Relationship Manager EMEA (SRM) (m/f)

Alpina HR-Services AG

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 Please refer to JobSuchmaschine in your application

Service Relationship Manager EMEA (SRM) (m/f)

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Permanent - Full Time

For our client in Frankfurt/Main, Alpina HR Services is looking for an Service Relationship Manager EMEA (SRM) (m/f).

• Act as the customer’ Single Point of Contact for Services and Support facilitating conference calls, meetings and engaging the appropriate resources
• Own Customer Success by developing Service & Support Plans
• Manages technical escalations by hosting conference calls, facilitating actions and producing
customer facing updates
• Ensure delivery across the customer’s organization and meet or exceed operational KPIs
• Lead the services delivery team towards the customer, the sales teams and any other internal or
external organizations
• Drive continual process improvements to achieve business goals and maximize customer service
• Build executive/senior relationships within customer and understand the customer’s business
practices/procedures, business drivers and corporate culture
• Leverage customer relationship in supporting Sales in renewals success, ensure optimal service
penetration and identify up sell opportunities
• Ensure continued alignment with and the objectives of the product sales team
• Maintain an intimate understanding support and service capabilities and limitations
• Match customer’s evolving service needs (based on business requirements, expansion, industry
challenges, reductions, proactive vs. reactive service needs, etc) to offers thus driving
services absorption
• Negotiate, document and communicate a governance structure for the account ensuring all parties
(customer, partner) understand what they will be held accountable for in the customer
• Address any customer satisfaction issues across the customer’s organization and follow up
• Reporting: provide weekly and monthly updates to the customer and visit on an agreed frequency
• Produce Quarterly reports including service performance and upcoming 90 day plans
• Build RFP responses for innovative service solutions in conjunction with Sales to meet the customers needs and requirements.

Desired Skills & Experience
• Analytical Ability – effectiveness in analyzing situations and identifying key issues
• Planning and execution – defining and measuring business goals, monitoring progress, taking
action when necessary to rectify situations and meet deadlines
• Proactive – taking responsibility for making things happen.
• Teamwork – collaborating with and promoting collaboration
• Technical expertise – up to date high level telecommunications and internetworking
• Adaptability – maintain performance under pressure to ensure effective decision making
• Influence – using appropriate interpersonal styles and methods of communication to influence
others positively to meet objectives of all parties
• Relationships – building and sustaining key relationships to build a successful business
• Service DNA – understanding customer service excellence inside-­‐out and identifying areas for
improvement on a daily basis
• Communications – communicating clearly, succinctly and effectively

Education & Languages
• Language Skills : German (essential) , English (essential)
• Bachelors Degree or equivalent
• Operational excellence qualification (ITIL) or experience

If you are interested in this perm role, please send us your CV as a Word file and a phone number where we can reach you at info@alpina-hr.com.

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