Customer Service Owner with French

at  Aevi

At Aevi, we’re not just a team; we’re a vibrant, global community, committed to shaking up the payments industry. Our culture is all about innovation, creativity, and a passion for pushing boundaries. We’re thrilled to welcome new Aevi’ators who vibe with our values and mission and are ready to join us on our journey of transformation and growth.
You’ll be the primary point of contact for a portfolio of clients, helping them achieve their technical goals while also identifying new opportunities for growth. You’ll work closely with our internal technical teams to deliver solutions that meet our clients’ needs and ensure their satisfaction. Your ability to build strong relationships, identify new business opportunities, and deliver value to our clients will be essential to our success. Your understanding of the commercial aspects of the business, such as forecasting revenue and managing margins, will be essential in achieving financial targets.
In addition, you will need to work closely with the sales team and account managers to identify revenue growth opportunities and support new business sales campaigns.
Furthermore, your strong customer service skills and ability to ensure high levels of customer satisfaction for IT services will be critical to maintaining and growing customer relationships. You will need to be proactive in identifying customer feedback and facilitating service improvement initiatives to continually enhance the customer experience.

REQUIREMENTS:

• Proficiency in English and French.
• Bachelor’s degree in a technical field or equivalent experience.
• Previous experience in a technical account management role, with a track record of driving client satisfaction and revenue growth.
• Strong technical background and understanding of software development, networking, and/or cloud infrastructure.
• Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with clients.
• Strong problem-solving and analytical skills, with the ability to use data to inform decisions.
• Ability to manage multiple clients and projects simultaneously, prioritizing effectively to meet deadlines and exceed expectations.
• Self-motivated and able to work independently, with a passion for driving business results.
• Familiarity with project management tools and methodologies, with a focus on delivering value to clients and the business.

• Lead service delivery: efficiently manage day-to-day service operations for assigned accounts, ensuring high performance and client satisfaction.
• Build strong relationships: cultivate positive relationships with clients and internal teams to support seamless service operations.
• Team collaboration: work closely with the account team, led by the Account Manager, to ensure a unified approach in managing client needs.
• Manage service requests: take ownership and promptly address any service delivery requests, ensuring swift resolution.
• Monitor and improve services: keep an eye on service performance, identify areas for improvement, and initiate enhancements to boost efficiency.
• Responsible reporting: oversee and deliver precise reports on service delivery metrics such as changes, incidents, and availability.
• Participate in governance: actively contribute to internal client governance meetings and help organize monthly client reviews.
• Enhance services: utilize customer feedback to facilitate continuous service improvements and coordinate related projects.
• Oversee new service implementation: ensure new IT services are seamlessly integrated, with thorough documentation and proper control during transitions.
• Drive revenue growth: identify and pursue opportunities for revenue growth within the account, engaging proactively with clients and the sales team.
• Stay informed and engage: keep up-to-date with industry trends to offer insightful guidance to clients and support business development efforts.