Sf Relationship Manager

1 semana atrás

Lisboa, Portugal AxiansPT Tempo inteiro

At AXIANS we are looking for the right talent, for the right place. We work daily to engage our people in a collaborative and inclusive environment, with a culture of proximity. Also, part of our culture is our concern for the environment and the implementation of social and environmental corporate responsibility actions.

This is your opportunity to join an international project, with a client that needs you to meet the challenges of digital transformation.

**THE ROLE**
We are looking for a #TechTalent to perform duties as a Relationship Manager.

**WHAT YOU'LL DO**

***

**Customer Resolution**
- Act as a primary contact for moderate to highly complex (e.g., longer running issues or more sensitive issues) escalation issues for customers. Collaborate with various internal and external teams to resolve customer issues. Communicate with customers to understand their issue and improve their experience. Mentor others on Support Escalation Management team. Lead projects to drive key strategic initiatives;
- Identify and drive opportunities within team and across stakeholder groups in postmortem discussions to remediate future issues.

**Collaboration and Communication**
- Develop and maintain relationships with internal teams, partners, and senior leadership;
- Collaborate, leverage relationships, and influence engineering teams and/or operations teams to identify the right technical resource and ensure the right groups are engaged to resolve highly complex customer issues;
- Own escalated issues and manage customer incidents to identify and remove barriers. Ensuring existing processes are not a blocker to customer issue resolution. Mentor other Support Escalation team members on how to handle moderate to highly complex cases.

**Process Improvement**
- Identify systematic issues and process breakdowns;
- Create an executive summary detailing the customer issue, impact on the business, and status of the resolution. Identify patterns in customer issues and identifies strategies to resolve reoccurring issues.

**WHAT WE'RE LOOKING FOR**

***

**Required Qualifications**
- 3+ years technology industry, customer service, or related experience.

**Preferred Qualifications**
- Experience working with Microsoft products and services;
- Information Technology Infrastructure Library (ITIL) Foundation Certification;
- Technical support experience (M365, Azure, on-prem / server technologies);
- Ability to identify short term mitigation and propose options for longer term resolution;
- Excellent judgment, decision making skills, and the ability to work under continual deadline pressure;
- Ability to manage and work within ambiguity to reach a successful outcome;
- Ability to influence and build relationships in an international environment;
- Inquisitive and proactive, actively identifying new problems to resolve;
- Escalation management & Critical situation handling;
- Collaborative team player with strong stakeholder management skills;
- Strong prioritization and time management;
- Demonstrated project management experience;
- Influencing for impact, experience in working with various groups for common goals.
- **WHAT WE CAN OFFER YOU**

**Opportunities for career advancement**
By integrating large Axians projects, you can undertake training and certifications in various technology areas that will help you increase your expertise.

**Professional development in international markets**
With the international projects we have for you, you will be put to the test, gaining experience, proving your worth and becoming good at what you do.

**Challenging challenges of great dimension**
We offer you tailor-made challenges that will allow you to develop skills in the area you want the most and, who knows, become an expert.

**Support in professional and personal development**
Benefit from Axians' offer that includes a Friend Get a Friend plan, as well as progression in the company through a career plan.

**Do you think this position is right for you?**

Learn more about Axians

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