Job title: Customer Operations Lead

Location: Milan, Italy - Virtual

Responsibilities 

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 

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.