Customer Operations Lead

Job title: Customer Operations LeadLocation: Milan, Italy - VirtualResponsibilities

• Service Delivery responsibilities for selected major global account.
• Perform in-depth and high-level technical presentations for customers, partners, and prospects.
• Provide consultative support to other COL's in other areas of the business
• Mentor other COL's in the assigned territory.
• Viewed as a leader by senior management, peers, and customers.
• Proactively plan to prevent issues that shorten time to revenue and affect future opportunities through the account teams and appropriate organisations.
• Work closely with the ESSM to ensure overall global framework & customer strategy is maintained.
• Yield maximum product and services revenue from each account while driving customer satisfaction.

Technical/Business Knowledge

• In-depth knowledge of Hospitality industry
• Detailed knowledge of quick service restaurants would be a distinct advantage.
• Thorough knowledge of the technologies used by the Hospitality industry, including solution, technology, and product offerings.
• Good understanding and experience in Customer Satisfaction methodologies.
• Hands-on experience in Industry Enterprise solution device management, Security, Planning, and Implementation.
• Strong knowledge of billing, problem reporting, provisioning, testing, and service activation systems/platforms.
• Strong project management leadership and resource tracking techniques.
• Must be viewed as a leader by senior management, peers and customers.

Skills Required

• Proficiency in English and Italian.
• Excellent customer facing written and verbal communication, listening, negotiation and presentation skills.
• Technical knowledge and consultative skills that are above reproach.
• Ability to understand complex technical and the ability to solve the problem or solicit the required resources.
• Ability to train other members of the team and act as a mentor as required.
• Ability to lead and collaborate with specialised cross-functional team, assign tasks and provide direction with little to no supervision.
• Demonstrated ability to implement, drive and track projects.
• Must be viewed as a leader by senior management, peers and customers.