Enterprise Service Manager

Role Overview: You will be an Enterprise Service Manager at SEEBURGER, directly supporting well-established enterprise customers to ensure smooth operations of their SEEBURGER platforms. Your role will have a significant business impact when issues arise. You will work closely with diverse internal teams, engage in proactive customer communication, and become a trusted partner to enterprise clients. Key Responsibilities: - Establish and maintain close relationships with enterprise customers, earning their trust and ensuring their satisfaction. - Ensure all service level agreements (SLAs) and key performance indicators (KPIs) are met, and proactively address any incidents or escalations. - Stay ahead of the curve by providing updates on product features, security alerts, and issues to keep customers informed. - Work hand-in-hand with SEEBURGER teams (support, development, consulting, and sales) to provide seamless customer experiences. - Identify opportunities for consulting involvement, such as new interfaces or infrastructure changes, to ensure efficient use of SEEBURGER products. - Take charge during major incidents as an incident manager, coordinate root cause analysis, and problem resolution. - Prepare and analyze reports to ensure performance metrics are met. - Track all customer incidents, identify problems during regular customer calls, and maintain a detailed Collaboration Handbook. - Share insights and best practices within the Enterprise Support Team. Qualifications Required: - Effective Communication skills to translate technical jargon into customer-friendly language. - Stress Management abilities to stay calm and composed in high-pressure situations. - Conflict Resolution expertise to manage and resolve customer conflicts effectively. - Extensive experience (8+ years) with IBM Sterling, AXWAY, SEEBURGER products, including troubleshooting using tools like Grafana and Kibana. Additional Company Details: SEEBURGER is a leading global B2B software provider with more than 1, business accelerators in 15 countries worldwide and over 10, satisfied customers. The company values a supportive atmosphere and family environment, with a focus on growth and career development in a future-oriented industry. Join SEEBURGER to benefit from being part of a globally renowned company that is driving digitalization forward. Role Overview: You will be an Enterprise Service Manager at SEEBURGER, directly supporting well-established enterprise customers to ensure smooth operations of their SEEBURGER platforms. Your role will have a significant business impact when issues arise. You will work closely with diverse internal teams, engage in proactive customer communication, and become a trusted partner to enterprise clients. Key Responsibilities: - Establish and maintain close relationships with enterprise customers, earning their trust and ensuring their satisfaction. - Ensure all service level agreements (SLAs) and key performance indicators (KPIs) are met, and proactively address any incidents or escalations. - Stay ahead of the curve by providing updates on product features, security alerts, and issues to keep customers informed. - Work hand-in-hand with SEEBURGER teams (support, development, consulting, and sales) to provide seamless customer experiences. - Identify opportunities for consulting involvement, such as new interfaces or infrastructure changes, to ensure efficient use of SEEBURGER products. - Take charge during major incidents as an incident manager, coordinate root cause analysis, and problem resolution. - Prepare and analyze reports to ensure performance metrics are met. - Track all customer incidents, identify problems during regular customer calls, and maintain a detailed Collaboration Handbook. - Share insights and best practices within the Enterprise Support Team. Qualifications Required: - Effective Communication skills to translate technical jargon into customer-friendly language. - Stress Management abilities to stay calm and composed in high-pressure situations. - Conflict Resolution expertise to manage and resolve customer conflicts effectively. - Extensive experience (8+ years) with IBM Sterling, AXWAY, SEEBURGER products, including troubleshooting using tools like Grafana and Kibana. Additional Company Details: SEEBURGER is a leading global B2B software provider with more than 1, business accelerators in 15 countries worldwide and over 10, satisfied customers. The company values a supportive atmosphere and family environment, with a focus on growth and career development in a future-oriented industry. Join SEEBURGER to benefit from being part of a globally renowned company that is driving digitalization forward.