{"id":27991,"date":"2023-12-21T15:40:12","date_gmt":"2023-12-21T14:40:12","guid":{"rendered":"https:\/\/www.data4group.com\/?post_type=job_listing&p=27991"},"modified":"2024-05-01T00:04:00","modified_gmt":"2024-04-30T22:04:00","slug":"customer-service-manager-2","status":"expired","type":"job_listing","link":"https:\/\/www.data4group.com\/de\/?post_type=job_listing&p=27991","title":{"rendered":"Customer Service Manager"},"content":{"rendered":"

MISSIONS PRINCIPALES<\/strong><\/h2>\n

Le CSM Senior (Customer Service Management S\u00e9nior) reporte au Head of Customer Service auquel il est rattach\u00e9 hi\u00e9rarchiquement. Son p\u00e9rim\u00e8tre est France<\/p>\n

Le CSM est le point de contact privil\u00e9gi\u00e9 du client pour tout type de demande. Il repr\u00e9sente Data4 pour la phase Exploitation\/Run, qui suit la signature du contrat et la fin de la phase delivery (d\u00e9ploiement technique du service contract\u00e9).<\/p>\n

Faisant partie de la Direction commerciale France, il doit se sentir responsable de la qualit\u00e9 du service rendu globalement, en particulier au niveau de la continuit\u00e9 de service.<\/p>\n

RESPONSABILIT\u00c9S<\/strong><\/h3>\n
    \n
  • Formation et ouverture au client du service Data 4 : kick-off client, ouverture du portail, formation aux proc\u00e9dures principales<\/li>\n
  • Suivi du bon d\u00e9roulement de la phase delivery (mission ex\u00e9cut\u00e9e par un responsable d\u00e9di\u00e9) et communication au client<\/li>\n
  • Ex\u00e9cution des engagements contractuels de Data 4<\/li>\n
  • Transmission des documents pr\u00e9vus : indicateurs\/KPI, rapports\u2026<\/li>\n
  • Pr\u00e9paration et tenue des r\u00e9unions clients : comit\u00e9s de pilotage, comit\u00e9s de suivi, audits\u2026<\/li>\n
  • R\u00e9daction et diffusion des comptes rendus<\/li>\n
  • Communications avec le client (maintenances, \u00e9v\u00e9nements, points d\u2019am\u00e9lioration, gestion des incidents) en coordination avec l\u2019\u00e9quipe<\/li>\n
  • Support au client en phase d\u2019audit<\/li>\n
  • Gestion de toutes demandes clients en informant sa hi\u00e9rarchie, et si n\u00e9cessaire l\u2019\u00e9quipe commerciale, finance<\/li>\n
  • Promotion et vente des services fournis par Data 4 (hands & eyes, connectivit\u00e9\u2026)<\/li>\n
  • Participation aux r\u00e9unions internes concernant le compte client manag\u00e9<\/li>\n
  • Le CSM fait partie int\u00e9grante de la cha\u00eene d\u2019escalade d\u00e9finie avec le client<\/li>\n
  • S\u2019assurer du monitoring de la satisfaction des clients<\/li>\n
  • Am\u00e9liorer la satisfaction des clients<\/li>\n
  • Astreinte Head of Customer success<\/li>\n
  • Interface entre les demandes clients et les diff\u00e9rents services<\/li>\n
  • Mise \u00e0 jour de la base documentaire CSM-processus B3<\/li>\n
  • Gestion de la communication pour tous les travaux, et \u00e9volution du Campus<\/li>\n
  • Gestion des tickets JIRA et CWP li\u00e9s \u00e0 l\u2019activit\u00e9 CSM<\/li>\n<\/ul>\n

    RESPONSABILITES EN TANT QUE PILOTE DE PROCESSUS<\/strong><\/p>\n

    \u00b7 PLAN :<\/p>\n

    o D\u00e9finir, documenter son processus,<\/p>\n

    o Evaluer les risques et opportunit\u00e9s<\/p>\n

    o D\u00e9finir les plans d\u2019actions \u00e0 mettre en \u0153uvre pour atteindre les objectifs<\/p>\n

      \n
    • DO :<\/li>\n<\/ul>\n

      o G\u00e9rer la communication avec les parties prenantes en interaction avec son processus.<\/p>\n

      o Former\/informer les parties prenantes sur les r\u00e8gles et proc\u00e9dures<\/p>\n

      o Appliquer et faire appliquer les proc\u00e9dures et r\u00e8gles associ\u00e9es \u00e0 son processus<\/p>\n

      o Echanger r\u00e9guli\u00e8rement avec le responsable certification et les responsables de chaque domaine pour s\u2019assurer que les 5 sujets du SMI sont bien int\u00e9gr\u00e9s surtout lors des \u00e9volutions relatives \u00e0:<\/p>\n

      \u00a7 organisation<\/p>\n

      \u00a7 \u00e9quipements<\/p>\n

      \u00a7 services<\/p>\n

      \u00a7 Contrats<\/p>\n

      \u00a7 b\u00e2timents<\/p>\n

      \u00a7 parties prenantes (clients, sous-traitants, fournisseurs)<\/p>\n

      \u00a7 r\u00e9glementation<\/p>\n

      \u00a7 proc\u00e9dures<\/p>\n

      o Faire la veille sur les \u00e9volutions concurrentielles, techniques, r\u00e9glementaires et normatives relatives \u00e0 son processus<\/p>\n

      o Informer les autres pilotes de processus des \u00e9volutions (proc\u00e9dures, services, organisation).<\/p>\n

        \n
      • CHECK :<\/li>\n<\/ul>\n

        o S\u2019assurer de la bonne gestion documentaire de son processus (1 revue docu\/an)<\/p>\n

        o Faire une revue annuelle de son processus<\/p>\n

        o Remonter les non conformit\u00e9s,<\/p>\n

        o Suivre et reporter la performance du processus (suivi des actions + KPI) analyser la performance<\/p>\n

        o Participer aux audits internes et de certification<\/p>\n

          \n
        • ACT :<\/li>\n<\/ul>\n

          o S\u2019assurer de la mise en \u0153uvre des actions correctives<\/p>\n

          o Faire des propositions d\u2019am\u00e9lioration : workflow, KPI, documentation<\/p>\n

          o Participer aux revues de Direction si n\u00e9cessaire<\/p>\n

          o Proposer de nouveaux plans d\u2019actions et objectifs<\/p>\n

          PROFIL RECHERCH\u00c9<\/strong><\/h2>\n

          Formation et exp\u00e9rience<\/strong><\/h3>\n
            \n
          • Ing\u00e9nieur \/ Universitaire \/ Technicien Sup\u00e9rieur avec exp\u00e9rience en gestion d’incident, d\u00e9finition de process, relation clients.<\/li>\n
          • Exp\u00e9rience de la conduite de la relation clients en datacenter<\/li>\n<\/ul>\n

            Comp\u00e9tences techniques\u00a0<\/strong><\/h3>\n
              \n
            • Capacit\u00e9s d\u2019\u00e9coute des besoins et contraintes clients.<\/li>\n
            • Capacit\u00e9s \u00e0 coordonner, \u00e0 manager un projet et \u00e0 animer des \u00e9quipes de prestataires<\/li>\n
            • Capacit\u00e9s en conduite de projets<\/li>\n
            • Connaissance des outils bureautiques,<\/li>\n
            • Connaissance minimale des technologies datacenter (\u00e9lectricit\u00e9, climatisation\u2026)<\/li>\n
            • Capacit\u00e9 \u00e0 communiquer en anglais<\/li>\n<\/ul>\n

              Comp\u00e9tences g\u00e9n\u00e9rales<\/strong><\/h3>\n
                \n
              • Polyvalence et ouverture d\u2019esprit,<\/li>\n
              • Pragmatisme,<\/li>\n
              • Souplesse, adaptabilit\u00e9,<\/li>\n
              • Qualit\u00e9s relationnelles, \u00e9coute,<\/li>\n
              • Esprit de d\u00e9cision,<\/li>\n
              • Analyse et synth\u00e8se,<\/li>\n
              • Rigueur et m\u00e9thode,<\/li>\n
              • Esprit d\u2019\u00e9quipe.<\/li>\n
              • Bonne gestion du stress<\/li>\n<\/ul>\n","protected":false},"author":15,"featured_media":0,"template":"","meta":{"_acf_changed":false,"_promoted":"","_application":"https:\/\/data4.bamboohr.com\/careers\/71?source=aWQ9MTg%3D","_filled":0,"_remote_position":0,"_job_salary_currency":"","_job_salary_unit":""},"job-categories":[548],"job-types":[],"class_list":["post-27991","job_listing","type-job_listing","status-expired","hentry"],"acf":[],"yoast_head":"\nCustomer Service Manager - DATA4 - Smart Data Centers at Scale<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.data4group.com\/de\/?post_type=job_listing&p=27991\" \/>\n<meta property=\"og:locale\" content=\"de_DE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Service Manager - DATA4 - Smart Data Centers at Scale\" \/>\n<meta property=\"og:description\" content=\"MISSIONS PRINCIPALES Le CSM Senior (Customer Service Management S\u00e9nior) reporte au Head of Customer Service auquel il est rattach\u00e9 hi\u00e9rarchiquement. 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