Client Success Manager
Belgrade
ICL Services is one of the biggest and oldest Russian IT companies currently in top 100 world IT outsourcing companies and key partner of Fujitsu. Today, the company works with more than 80 major clients (Eurobank, Auchan, Kelly Services, British Petroleum, Australia Airline, Itella, Leroy Merlin) from 30 countries. We are dynamic, determined, and provide a broad scope of services to some of the largest and most diverse companies in the world. For this, we are also well-respected and constantly strive to maintain our standards of professional excellence and ethical conduct.
What we offer:
- A full-time employment contract
- An opportunity to work on challenging projects with some of the world's largest companies
- Flexible working hours, home office possibility once up to twice in the week
- Compensation package (private health insurance, team-buildings, professional education and certification, bonuses for outstanding performance)
- Opportunities for advancement within the company:
- 50% of employees’ got salary raise
- 30% of employees’ had a career growth
- Opportunity to participate in various corporative programes (MVP - mentoring program)
- Opportunity to be a part of socially responsible business (various activities to support our employees and community generally)
- Modern and comfortable office in New Belgrade
- A highly professional, but very friendly team you will enjoy being a part of
- Overtime working hours are recorded and compensated
- Human corporative culture:
- 80-85% of our employees appreciate human corporate culture in ICL Services
- 85-90% of employees says that they work with great people
- 7,78% is undesirable attrition rate for 2018
- Professional education and certification – ICL genuinely values its employees and works continually on knowledge improvement across the business spectrum
Requirements:
- University degree in IT / Engineering, business, economics (desirable)
- Advanced level of English (B2-C2 level)
- ITIL, PMO / Prince2 / COBIT certification
- Working on international projects with global exposure
- Experience with service delivery projects in IT
Responsibilities:
Service Management
- Management the service delivery to customer in order to deliver contracted service commitments & continual service improvements
- Proactively management internal and external suppliers in a service partnership as ‘one service team’.
- Responding to change requests and Leading Change Management activities
- Plan, Implement and deliver continual improvement of Service Delivery standards & practices.
Customer Relationship Management
- Development of effective relationships with customer senior management team
- Identification of opportunities for new business and account growth. Work independently, or with Account Management Team, to develop new business within the account, where appropriate, leading on new business such as renewals
- Prepare and support meetings with Customer, minute the meetings and present the topics to the Customer
Reporting and Analysis
- Preparation of relevant monthly and periodic reports
- Data analysis, trends identification and development of proposals, management of action plans when needed
Accounting and Finances
- Creation of monthly invoices. Monitoring customer and service suppliers’ payments.
- Accountable for forecasting and management of the MVS+ P&L (orders, revenue & margin)
Continuous Service Improvement
- Take over daily activities, verification, administrative and operative checking tasks
We are looking forward to receiving your resume. Our selection process consists of an introductory interview with the team in Belgrade, and a professional interview with our IT experts in Kazan. We endeavor to make our selection process as quick and as transparent as possible – don't hesitate to ask if you have any questions. Please, bear in mind that only shortlisted candidates will be contacted for an interview.
Please, apply with your CV in English.
Deadline for applications: 16.06.2019.
