Tasks:
- Serve as the primary point of contact for customers experiencing complex or high-severity issues, ensuring effective communication and resolution strategies are implemented.
- Coordinate with internal teams, including technical support, product management, and engineering, to facilitate the resolution of escalated issues.
- Develop trusted relationships with the leadership teams across the organization and facilitate and lead the resolution of complex problems.
- Drive problem prevention and manage long-term issues that require repeated or systemic problem management.
- Identify, manage, and record escalation trends, collaborate with relevant teams on product defects and trends, and evaluate escalation performance metrics.
- Review and identify the root cause of all escalated service requests and use this information to improve processes and customer satisfaction.
- Planning, organizing, and leading configuration management activities and initiatives within the account.
- Overseeing the development and implementation of configuration management processes, procedures, and guidelines to ensure the accuracy and integrity of configuration data.
- Leading configuration management reviews, collating evidence, and providing progress reports demonstrating configuration control.
- Collaborating with cross-functional teams to ensure that all configuration management activities align with project requirements and organizational standards.
- Developing and maintaining configuration management plans, baselines, and configuration documentation.
- Providing guidance and mentorship to configuration management staff, including training, coaching, and performance management.
- Responlibe for Lifecycle Management topics within the account
Requirements:
- Completed studies, ideally in the fields of business administration or business informatics with several years of professional experience,
- Experience in the quality management process,
- Hands-on experience in claim management,
- Diligence, reliability, good communication skills,
- German and English language skills required for operating in both languages
Advantages:
- ITIL4 certification, Experience in process or in project management
Personality:
- Has good analytical skills, is result and success oriented, also an excellent team player and able to think independently
* Please be informed that our remote working possibility is only available within Hungary due to European taxation regulation.
