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Service Manager

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Date: 10-Jan-2023

Location: CZ

Company: Success Solutions s.r.o.

About Us

We are a young, growing company, working in the field of Human Resource Management with help of SuccessFactors cloud solutions. Over the time, we have become the market leader in implementation of SuccessFactors in the Czech Republic but we also have a lot of experience from abroad. As there are more and more opportunities on the Czech and foreign markets, we are looking for a new colleague, who would join our Support Department as a Service Manager.

As a Service Manager you will be the point of contact for several of our clients. You will be leading a team of support consultants ensuring that the client’s requirements are fulfilled within the agreed contractual terms.  

 

Responsibilities and Duties 
 

  • Acting as the first point of contact for the appointed clients 
  • Facilitating regular performance reviews with the clients 
  • Delegating and directing service tasks, monitoring the progress of the current activities 
  • Monitoring client’s issues and translating them into future opportunities 
  • Understanding the client’s processes and policies, spotting the opportunities to optimize the solution or the service 
  • Managing a team of support consultants to ensure the team’s objectives are met  
  • Ensure that departmental strategic goals are effectively rolled down into the support teams  
  • Ensure client’s contractual agreements are adhered to 
  • Assisting with or performing administrative tasks, such as issuing new offers or monitoring whether services provided, and MD used are within agreed scope 
  • Handling client complaints or concerns quickly and professionally to maintain a good customer relationship  
  • Work closely with the sales department to follow through on new and existing opportunities 
  • Visiting clients (personally) on their sites on a regular basis as per individual agreement 

Qualifications

  • Experience in running customer service teams and with client or vendor management 
  • Excellent leadership, communication, negotiation, and customer service skills 
  • Strong problem-solving skills - ability to spot problems and gaps and translate them into solutions  
  • You have a basic orientation in HR processes, deeper orientation in any HR area is an advantage 
  • Microsoft Office is your best friend, you can work with Excel (VLOOKUP, Pivot Tables etc.) and create and deliver nice and clear presentations in PowerPoint 
  • You learn fast, you are proactive, and you come up with new ideas 
  • You have excellent communication skills, with the ability to communicate effectively  
  • You are fluent in Czech/Slovak and English
  • You are self-driven - hard work is required in this business 
  • You ask when you don't know something, and you don't collapse under pressure 
  • You have the ability to work independently as well as in a team 
  • User or even configuration experience with SuccessFactors is an advantage 
  • German at communicative level is a great advantage 

What you can expect

  • Lots of learning and gaining experience from the best
  • Development via internal or external training
  • Friendly and informal environment (this is not a cliché, it ´s the rality)
  • Honest and transparent approach
  • Working from home is standard (office in Dejvice is a benefit)
  • Sweet reward for patience and perseverance (annual bonus, wide package of benefits, company computer and iPhone for personal use and above-standard SW equipment)
     

Are you interested?
Do not hesitate to send us something about yourself. We are interested in your motivation to work in a growing company and with the SuccessFactors solution. How would you imagine the direction of your future career? Do you already have some expectations, plans and goals for your future? We will be very happy, if you add also something that you are proud of.