Customer Service Manager (m/w/d)

VusionGroup empowers retailers to turn their physical stores into powerful digital assets, more automated, data-driven, AI enabled and connected, by leveraging our IoT Cloud technology.

At VusionGroup, our business plan sets out ambitious, company-wide goals; we see growth as a challenge and innovation as a core component of our development strategy and our rapid international expansion. As a result, all our employees are given responsibility quickly and their careers progress in line with changes in the Group.

Joining VusionGroup means working for the world’s leading supplier of electronic shelf labels for large-scale retailers and helping to build the history of our trailblazing business. It means believing in the business plan and sharing the ambitions of a fast-changing, internationally-focused company. Thanks to the talent and the dedication of our multidisciplinary, multicultural teams, VusionGroup is enjoying unrivaled growth. We are entrepreneurs: VusionGroup is being built for entrepreneurs, by entrepreneurs. We believe entrepreneurship is a calling and our mission is to empower.

Job Description

Within the Customer Service Management department, you will be in charge of managing managed services around our IoT & SaaS solutions in conjunction with internal teams and customers in the retail sector. Your missions will be:

• Monitor compliance with service commitments and the means implemented on service contracts (support, maintenance, fleet management, etc.) in conjunction with stakeholders (support, sales, customer project manager, expert, etc.)
• Coordinate teams (support, customer project manager, etc.) to ensure quality service and achieve service contract commitments
• Define the content and terms of implementation of services through the descriptions of SLAs/OLAs and their evolution as necessary in consultation with the contract’s stakeholders
• Lead customer steering committees
• Ensure that events that may impact the service contract throughout its life cycle are taken into account
• Develop progress plans and formulate associated action plans
• Proactively propose changes to the scope of service, quantify them and argue them with the customer in collaboration with the KAM
• Actively participate in the implementation and renewal of contracts related to the sales and pre-sales departments in order to provide indicators and information to define the best strategy

Qualifications

Education :

• With a degree in IT engineering or equivalent, you have at least 3-5 years‘ experience in a Service Delivery Manager position, preferably in an international context.

Experience :

• Knowledge and experience in the retail and IoT sector would be appreciated.

Skills :

• You are dynamic, mobile and flexible, you have a taste for teamwork and like to convey a good working climate.
• An appetite for customer relations, resistance to pressure and stress are necessary assets to understand this position in the retail sector
• As our teams and clients are international, mastery of written and oral English is an imperative (strong international context for the position).
• In a context of strong development of our activities in all Europe and Middle East regions, Spanish, Italian or German speaking will also be appreciated.

Additional Information

We innovate. We help communities thrive.

VusionGroup has an international presence in 19 countries. In joining us, you’ll be part of a globally distributed team of intellectually curious, committed, and collaborative co-workers.

The work is fast paced, challenging, and ambitious. Here, you will feel valued for your contributions as we reinvent modern commerce—together.

We feel supported. You will too.

VusionGroup is a place where people feel safe, happy, and respected. We offer programs and benefits to support you in whatever comes next in your life, including:

#J-18808-Ljbffr