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Relationship Manager

Lisboa, Lisboa
Decskill is 100% Portuguese technological company, founded in 2014, and we currently have more than 200 employees. Decskill operates in both national and international markets, with offices in Lisbon, Oporto and A Coruña, capable to provide services to any location in the national territory.

How can Decskill be an accelerator to your career?
We currently operate in 3 major areas: outsourcing by DECSKILL; augmented reality and computer vision products and solutions, by PROSKILL; and Agile training and coaching, by GETSKILL.
The success of Decskill is built from the inside out, with talented employees and constant evolution, with innovative aspirations and a commitment to make a difference.
 
We are looking for a Relationship Manager for project based in Lisbon.
 
Responsibilities:

Positively impact customer satisfaction by: 
•   Managing Premier Customers’ and Partners’ Critical Situation incidents to ensure that the CritSit process is being followed and any need of escalation is addressed. 
•   Delivery of a high-quality customer and partner experience through timely and effective response to internal and external customer needs; owning active Critical Situations. 
•   Delivering a high-quality customer and partner experience through timely and effective resolution of customer’s issues in the quickest way possible.
•   Expanding internal visibility of Premier Customers’ Critical Situations by managing complex, mission critical, or politically hot Premier customer situations, including Enterprise Accounts and Partners during afterhours. 
•   Identifying systemic issues and flagging process breakdown during the execution of the CritSit Process. 
•   Stepping up to take on challenges by acting as Crisis Manager in catastrophic outage situations. 
•   Pursuing proactive actions to help prevent future issue. 
•   Leading project and working group to improve process and tools. 
•   Establishing / Maintain Relationships 
•   Collaborating effectively with the customer and internal groups to solve customer issues and improve business processes in the quickest way possible. 
•   Actively participating on projects initiatives owned by CMET
•   Providing CritSit reporting to allow businesses to make better decisions.
 
Qualification:
•   Proficiency in spoken and written English is required.
•   Candidates with Service delivery experience would be preferred.
•   Ability to work non-standard hours, weekends and public holidays is required.
•   Exceptional organizational skills to manage effective escalation within different Microsoft departments.
•   Problem solving skills required.  
•   Advanced technical understanding of the Microsoft products and technologies.
•   Computer/Technical skills. (Windows, Office, etc).
 
 If you’re interested in this job please send your CV in English.
Thank you!
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