Job Title: Customer Service Support Manager
About the Role
We are seeking a highly skilled and experienced Customer Service Support Manager to join our team at Creactives, a fast-growing AI company revolutionizing the world of Procurement and Supply Chain. As a key member of our organization, you will have the opportunity to work with large customer organizations and design structured support processes to deliver exceptional service.
The ideal candidate will possess excellent communication skills, be customer-oriented, and have experience in IT application support management for Cloud SaaS solutions. You will work closely with our Head of Client Support and Global Account Management Director to provide top-notch support to our key customers.
This is an exciting opportunity to join a leader in AI-powered solutions that provide Real-Time Procurement insights and analytics, item master data management, and overcome geographical, language, and ERP/PLM/S2P Systems barriers.
Key Responsibilities
* Manage customer frequent and structured communication for Status Update and to check customer needs and satisfaction
* Monitor and Analyze Customer usage of Creactives solutions to understand level of adoption and Customer Satisfaction
* Structure and monitor Service Level for the IT applications offered in SaaS cloud to Creactives Customers
* Improve Application Maintenance Processes according to ITIL best practices
* Propose improvement on Application Support Processes to achieve operational objectives
Requirements
* Minimum 5+ years experience in IT application support management and application maintenance
* Graduate in Computer Science or Information Technology or similar
* Full English fluency/proficiency is a Must Have
* Additionally, knowledge of German, French, and Spanish is appreciated
Desired Skills
* Knowledge of popular IT framework for IT Service Management (e.g., ITIL)
* Experience working with For Large Customer Organizations
* Experience in supply chain/procurement
* Knowledge of SAP Item Master Data and Procurement Processes
About Us
Creactives is a cutting-edge AI company that offers innovative solutions to provide real-time procurement insights and analytics, item master data management, and break down geographical, language, and ERP/PLM/S2P Systems barriers.