Technical Account Operations Manager (German Speaking)

Date Posted: Posted30+ days ago

Job Description

Looking to enhance your career in all things contact centre and CX technology client management, our client, a global award winning multilingual BPO provider, is looking to hire a German speaking account manager with an operational delivery focus.

Our client has global focus and presence ability to offer scalable solutions whilst having the ability to agile and innovative for client delivery. You would be a key individual to help the end client reduce customer effort, enable contact centre employees, and continuously optimize business outcomes through digital CX transformation to improve CSAT and lower total cost to serve.

You would be working on end client account based in Germany working with cross-functional operational support teams while leading the daily delivery of world-class service to the end clients. You will be the trusted advisor to the clients, you will have oversight of the managed technical operations, building and maintaining client relationships and ensure client satisfaction.

The role is remote based and can be located in Germany, UK, Netherlands, Poland or Bulgaria

Role Deliverables:

  • Platform operations management by providing trending analysis of change service requests and daily, weekly, monthly review of platform statistics related to stability and capacity.
  • Ensure client satisfaction by providing successful client support and service delivery experience working to meet SLA’s and client expectations, develop action plan for addressing negative client feedback and reoccurrence of client issues.
  • Client commercial management by assisting with annual renewal quoting, revenue forecasting, SOW creation, change requests, and RFP responses, and working with finance and project support teams
  • Timely and effective management of internal and external communications by organizing client operational status reviews, and working with relevant vendors and engagement stakeholders
  • Client advocacy as the point of escalation for all Managed Services support related issues
  • Effective management of client on-boarding

Experience & Skills Required

  • 5+ years technical operations management experience, preferably working with cloud or SaaS solutions and services
  • German language skills – must be business proficient or above (spoken and written)
  • Demonstrable years external client management experience
  • Strong consultative approach and client relationship management capabilities
  • Demonstrated ability to mentor or direct technical support teams
  • Experience delivering premise or cloud contact centre technologies including Unified Communications, data network management and operations, and CTI, ACD, and IVR applications.
  • Good awareness of contact centre / CX tech platforms e.g. Genesys, Cisco, Pega, Dynamics CRM, Livechat and AWS
  • This role is remotely based in the UK, Netherlands, Poland or Bulgaria – you must be prepared for occasional EMEA travel to client sites

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