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Position: Client Service ManagerLocation: onsite in Lisbon, PortugalEmployment type: PermanentDUTIES AND RESPONSIBILITIES: Conduct Service Management Reviews: In collaboration with key Client stakeholders, establish and maintain service management reviews to ensure Client's services and performance are aligned with the Customer's business plans Coordinate regular contract reviews, capturing any areas for possible changes/updates and/or decision logs and providing these to the Account team for subsequent amendments/agreements/revisions. Relationship Management Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the contract. Manage Customer enablement duties such as provider portal overview, training, access requests and ongoing Customer needs Operational / Performance Management Manage Service Level assessment, reporting and conduct analysis on the trends and patterns; Provide the SLA reporting. Collaborate with service assurance, delivery, and finance for recommendations and service improvement plans, when warranted Review Key Performance Indicators (KPIs) and provide action plans, when necessary. In tandem with Operations and Service Delivery and the Customer, continue to seek areas for process enhancements, streamlining and driving improved performance collectively. Identify ongoing benefits, opportunities, and innovation for continual service improvement Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested Participate in business meetings and general inputs in day-to-day improvements REQUIREMENTS: Bachelor's / Masters degree or equivalent in a related field Previous experience within a simular position, preferable BPO industry. Excellent knowledge of German and English (C1) Adaptability & Flexibility Vision and Strategy Developing Others and Themselves Organizational Awareness Conceptual Thinking and Problem Solving Business Planning and Resource Management Financial & Budgeting Management BENEFITS: Permanent contract Private health and life insurance from day one in the company Working hours: Monday to Friday Meal allowance on card/voucher#J-18808-Ljbffr
