{"id":13191,"date":"2022-05-12T09:39:58","date_gmt":"2022-05-12T09:39:58","guid":{"rendered":"https:\/\/www.data4group.com\/?post_type=job_listing&p=13191"},"modified":"2022-06-12T00:45:09","modified_gmt":"2022-06-12T00:45:09","slug":"senior-customer-service-manager-h-f","status":"expired","type":"job_listing","link":"https:\/\/www.data4group.com\/en\/?post_type=job_listing&p=13191","title":{"rendered":"Senior Customer Service Manager H\/F"},"content":{"rendered":"

Nous recherchons un(e) Senior Customer Service Manager H\/F<\/strong> qui 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

Ses missions et responsabilit\u00e9s sont les suivantes :<\/strong><\/h2>\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<\/ul>\n

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

    PLAN :<\/strong><\/p>\n

      \n
    • D\u00e9finir, documenter son processus,<\/li>\n
    • Evaluer les risques et opportunit\u00e9s<\/li>\n
    • D\u00e9finir les plans d\u2019actions \u00e0 mettre en \u0153uvre pour atteindre les objectifs<\/li>\n<\/ul>\n

      DO :<\/strong><\/p>\n

        \n
      • G\u00e9rer la communication avec les parties prenantes en interaction avec son processus.<\/li>\n
      • Former\/informer les parties prenantes sur les r\u00e8gles et proc\u00e9dures<\/li>\n
      • Appliquer et faire appliquer les proc\u00e9dures et r\u00e8gles associ\u00e9es \u00e0 son processus<\/li>\n
      • 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:<\/li>\n
      • organisation<\/li>\n
      • \u00e9quipements<\/li>\n
      • services<\/li>\n
      • contrats<\/li>\n
      • b\u00e2timents<\/li>\n
      • parties prenantes (clients, sous-traitants, fournisseurs)<\/li>\n
      • r\u00e9glementation<\/li>\n
      • proc\u00e9dures<\/li>\n
      • Faire la veille sur les \u00e9volutions concurrentielles, techniques, r\u00e9glementaires et normatives relatives \u00e0 son processus<\/li>\n
      • Informer les autres pilotes de processus des \u00e9volutions (proc\u00e9dures, services, organisation).<\/li>\n<\/ul>\n

        CHECK :<\/strong><\/p>\n

          \n
        • S\u2019assurer de la bonne gestion documentaire de son processus (1 revue docu\/an)<\/li>\n
        • Faire une revue annuelle de son processus<\/li>\n
        • Remonter les non conformit\u00e9s,<\/li>\n
        • Suivre et reporter la performance du processus (suivi des actions + KPI<\/strong>) analyser la performance<\/li>\n
        • Participer aux audits internes et de certification<\/li>\n<\/ul>\n

          ACT :<\/strong><\/p>\n

            \n
          • S\u2019assurer de la mise en \u0153uvre des actions correctives<\/li>\n
          • Faire des propositions d\u2019am\u00e9lioration : workflow, KPI, documentation<\/li>\n
          • Participer aux revues de Direction si n\u00e9cessaire<\/li>\n
          • Proposer de nouveaux plans d\u2019actions et objectifs<\/li>\n<\/ul>\n

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

            1. Formation et exp\u00e9rience<\/strong><\/p>\n

              \n
            • Ing\u00e9nieur \/ Universitaire \/ Technicien Sup\u00e9rieur avec exp\u00e9rience.<\/li>\n
            • Exp\u00e9rience de la conduite de la relation clients en datacenter<\/li>\n<\/ul>\n

              2. Comp\u00e9tences techniques (requises et pr\u00e9f\u00e9r\u00e9es)<\/strong><\/p>\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
              • Anglais courant obligatoire<\/li>\n<\/ul>\n

                3. Comp\u00e9tences g\u00e9n\u00e9rales<\/strong><\/p>\n

                  \n
                • Qualit\u00e9s relationnelles, \u00e9coute<\/li>\n
                • Esprit de d\u00e9cision<\/li>\n
                • Analyse et synth\u00e8se<\/li>\n
                • Polyvalence et ouverture d\u2019esprit<\/li>\n
                • Pragmatisme<\/li>\n
                • Souplesse, adaptabilit\u00e9<\/li>\n
                • Rigueur et m\u00e9thode<\/li>\n
                • Esprit d\u2019\u00e9quipe<\/li>\n<\/ul>\n","protected":false},"author":15,"featured_media":0,"template":"","meta":{"_acf_changed":false,"_promoted":"","_application":"","_filled":0,"_remote_position":0,"_job_salary_currency":"","_job_salary_unit":""},"job-categories":[],"job-types":[],"class_list":["post-13191","job_listing","type-job_listing","status-expired","hentry"],"acf":[],"yoast_head":"\nSenior Customer Service Manager H\/F - 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\/en\/?post_type=job_listing&p=13191\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Senior Customer Service Manager H\/F - DATA4 - Smart Data Centers at Scale\" \/>\n<meta property=\"og:description\" content=\"Nous recherchons un(e) Senior Customer Service Manager H\/F qui est le point de contact privil\u00e9gi\u00e9 du client pour tout type de demande. 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