Overview:
SoftwareOne is a leading global software and cloud solutions provider that is redefining how organizations build, buy, and manage everything in the cloud. By helping clients to migrate and modernize their workloads and applications - and in parallel, to navigate and optimize the resulting software and cloud changes - SoftwareOne unlocks the value of technology. The company's 9,200 employees are driven to deliver a portfolio of 7,500 software brands with sales and delivery capabilities in ninety countries. Headquartered in Switzerland, SoftwareOne is listed on the SIX.
Responsibilities:
About the role:
* Operations Manager is the Delivery counterpart to the Account Manager.
* Plays a key role in the Elite and DSC delivery model.
* Assigned to strategic account(s) (Elite/DSC).
* Key to ensuring SoftwareOne maintains the overall customer experience.
* Accountable for managing escalations.
* Collaboration with DSC/Sales teams.
* Responsible for liaising with off-catalogue Independent Software Vendors (ISVs) to process requests to quote cases.
* Helping the seller with operational tasks to enable the sales team to focus on their core selling activities.
Main functions and responsibilities:
* Client onboarding
* Developing and implementing the delivery strategy for the customer. Scoping, quoting, and renewal (off-catalogue) .
* Monitoring E2E delivery process.
* Coordinating and supporting a team of Operations Managers (across countries where applicable).
* Improve customer satisfaction by successfully monitoring pending requirements for the assigned account(s) globally and across different teams.
* Act as a first point of contact for any customer escalation and act upon working internally with other teams to provide solution and eliminate repetition of problems.
* Ensure all SLA in Delivery are met - speed, quality, credit & rebill.
* Know your Customer behavior by demonstrating Customer operation knowledge that is reflected in the feedback provided by Customer.
Qualifications:
* Customer focused and excellence mindset.
* Worked on IT business before.
* Proficient with Outlook, Word, Excel, and Power Point.
* Proven success in an operations management role.
* Excellent (customer oriented) communication, organization, follow up, multitasking, and time management skills.
* Effective comprehension and paraphrasing skills.
* Excellent problem solving and consultative skills.
* Attention to detail.
Nice to have:
* Cloud Service experience.
Soft Skills:
* Disciplined.
* Multi-tasking.
* Excellent organization skills.
* High motivated and results oriented.
* Ability to work in a fast-paced team sales environment with minimum supervision.
* Solid problem solving and consultative skills required.
* Excellent communication skills, verbal and written.
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