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Service Delivery Manager - French Speaking

Posted 7 November 2017 by Fuze Ended

Service Delivery Manager - French Speaking

We have a brand new opportunity for a French Speaking Service Delivery Manager to join our Customer support team based in Reading with some flexible working (min 2 days in office)

You will need to have both fluent French and English language skills along with experience within technical service delivery and technical customer support.

About Fuze:

As an increasing number of large enterprises move their critical systems to the cloud, the need grows for high-powered talent to work one-on-one with our top-tier customers, supporting both the software development lifecycle for cloud services and management of active services. The Service Delivery Manager will work one-on-one with our top-tier customers supporting the management of active services as well as working to align their business needs with Fuze’s offerings.

About the Role:

As the Service Delivery Manager, you will be the primary technical contact for 4 clients. Your primary responsibilities will be to:

-Establish long-term relationships within assigned accounts while developing an understanding of the client’s needs while providing exceptional account management for all requests (business and technical)

-Successfully manage book of business: Onboard all new clients, continually provide advice and guidance, respond to client cases in designated SLA, provide FUZE best practices to ensure clients are achieving their business goals in alignment with FUZE practices

-Proactively review customer dashboard and address any open issues and ensure consistent messaging and appropriate escalation internally and within external partnerships

-The ability to resolve customer technical issues through diligent research, reproduction, and troubleshooting

-Participate in customer requested meetings (onsite or via phone)

-Provide detailed reviews of service disruptions, metrics, and RFOs as needed

-Champion and advocate for customer requirements within Fuze working directly with departments in engineering, sales, CSM to resolve customer issues

-Know and use all key customer resolution tools across all service groups to facilitate rapid resolution of customer concerns

-Maintain appropriate account specific documentation

Required skills

  • Customer Care
  • Customer Satisfaction
  • Service Delivery
  • Technical Support
  • Escalation Process

Reference: 33740156

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