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**Role: - **_**Customer Reliability Service Manager **_ **Location: - Queretaro Mexico** **Duration: - Long term contract** Job Description & Skill Requirement: Act as primary interface to the customer for all aspects related to the consumed services. - Understand customer business model and trends, periodicity to anticipate capacity need. - Follow-up customer activity linked to our Cloud Services on social media or other communication channels (ex. be aware of advertising campaign, new offer, etc.). - Take ownership of the signed service contract and ensure all agreements are documented and followed. - Gather and maintain up-to-date customer information details on CRE side (ex. confluence, ServiceNow, CMDB, etc.). - Ensure procedures comply with regulations, per customer specifications of export of data or security rules. - Manage sub-contracts or partners when relevant. Contributes to SLA/OLA definition (customer or sub-contractor/partner). - Fine-tunes customer service requirements, creates and maintains procedures for all aspects of the consumed services (ex. solution hosting, support levels and SLA, deployment logistics, equipment maintenance and field services). - Participate in defining and organizing training of all parties (CRE teams, subcontractors, partners ) involved with the provision of the services and ensures knowledge of the customer is maintained throughout the duration of the contract (track delivered training sessions). - Ensure all necessary details are transferred from Project to CRE team for transiting from BUILD to RUN. Own the TRR process and accept or refuse the project based on predefined TRR check list. - Define the business metrics and KPIs for customers and measure how these improve over time. - Contribute to the definition SLI/SLO and so the Error Budget by providing feedback on customer experience to CRE Manager - Provide customers capacity need to CRE/SRE team to scale up/down service size accordingly. - Review customer dashboards on a daily basis. - Analyse traffic pattern to identify potentials service improvement or business growth. - Deliver reports and KPI’s to the customers as per the agreed schedule. - Ensure issues are dealt with per the SLA and monitors issue escalation is managed appropriately. - Manage customer complaints related to the managed services. - Manage 2nd level of escalation (1:CRE TL > 2:CRSM > 3:CRE Mgr). - Organize Monthly/Quarterly Service reviews with customer to review service performance, incidents, KPIs, actions and propose improvements when account is not managed by a CSM. - Contribute to Monthly/Quarterly Service reviews with customer/partners by managing the service performance and incidents management details when account is managed by a CSM. - Organize Monthly/Quarterly Service reviews with third parties to review service performance, incidents, KPIs, actions and propose improvements. - Manage RUN project, follow-up and report on financials. - Follow-up and report on transaction volumes. - Contribute to internal monthly SteerCos and regional monthly reviews. - Define customer performance improvement plan and execute it. - Manage and share plan of actions with customers. Respect ETA, commitments taken with customers or any internal or external stakeholder. - Ensure services are invoiced to customer and participates to financial reviews, when account is not managed by a CSM (done by CSM otherwise). - Send and follow-up regular satisfaction surveys to customer, when account is not managed by a CSM (done by CSM otherwise). - Collaborate with CRE, PO/SD to animate best practices and knowledge sharing to customers (publication of articles, guides, webinars, blogs, etc.). - Contribute to service offering definition with CRE Manager, providing estimated costs and service description. - Participate in pre-sales meetings with prospects to describe CRE service offering and track record. - Contribute to pre-sales knowledge base (FAQ) to faster sales cycle and capitalize on experience. - Involve successful and promoting customers as testimony/advocacy Qualification: - Degree in Engineering **Job Type**: Contract Contract length: 12 months Pay: From $13,592.29 per month **Experience**: - Customer Reliability Service Manager: 2 years (required) - SLI/SLO and so the Error Budget: 1 year (required) Work Location: On the road
