Customer Service Manager

Key accountabilities:

• Managing and building strong relationships with key clients.

• Acting as a single point of contact for clients and ensuring a high-quality customer experience and satisfaction.

• Working closely with internal teams to ensure customer needs are met.

• Liaise with the sales organization when detecting new opportunities

• Managing customer escalations and resolving issues to maintain strong client relationships.

• Monitoring contract performance, agreeing on reporting formats and metrics and preparing reports on a regular basis.

• Handling contract governance and P&L management of the customer.

• Acting as the main interface for all technical and operational matters, including receiving and managing notifications and escalations related to incidents or crisis situations.

• Following up on all SLA-related topics and ensuring service levels are met as defined in the SLA.

• Ser...