Service Manager

at  i3Dnet

OBJECTIVES

Our customers depend on the quality of our services across the globe, and it is our
mission to make sure our quality-of-service increases. To do as a Service Manager and as
part of our customer success team you will engage with our customers to help them
grow. You help develop and implement service strategies to meet customers’ needs and
improve service quality. Additionally, by reporting on service metrics, analyzing customer feedback and addressing any gaps or areas for improvement you are a key player in our team and for growth. Apart from these operational tasks you can engage with our customers on a tactical and strategical level. You can represent the company during these meetings and therefore possess excellent communication skills. Secondly as our organisation evolves you can set out specific personal and professional objectives for yourself and for the customer team. We offer a lot of independencies when it comes to developing this role end position within our company.
The general objective is to improve service quality across the board. Together with the customer success manager you are one of the direct contacts for our customers.
Preferably you have a commercial mindset with which you can identify opportunities with our customers.

ABOUT US

For over 20 years, reducing latency has been i3D.net’s core business. From its inception, i3D.net set out to improve gaming experiences by renting out the finest consumer game servers. The end goal of i3D.net is to minimize latency for as many end-users as possible.
i3D.net’s rapid growth into the biggest game server provider in the Benelux caught the attention of game publishing giants. One by one, i3D.net added more and more publishers like EA, Activision, Splash Damage and THQ to its list of clients.
The i3D.net network has evolved from serving individual gamers to hosting entire game titles on behalf of the biggest game publishers and developers in the world. Nowadays, i3D.net serves hundreds of millions of users on its network spanning 6 continents across the globe.

YOUR TASKS

i3D.net serves customers globally and as a service manager you will be responsible for
the smooth operations of our service department for heightened level of customer
satisfaction. You will work closely together with the customer success managers our
server support team and our service delivery managers.

DAILY TASKS

• Monitoring service metrics and analysing customer feedback to identify areas for improvement and implement corrective actions.
• Acting as a point of escalation for complex customer issues, demonstrating good problem-solving skills and resolving conflicts in a professional and effective manner.
• Fostering a customer-centric culture within the service team, emphasising empathy, professionalism and effective problem-solving.Building and maintaining solid customer relationships, understanding their needs and providing personalised service solutions.

YOUR RESPONSIBILITIES

• Monitor and analyze service metrics. KPI’s will include response times, resolution rate and customer satisfaction.
• Problem management and continuous improvement are cornerstones in the relation to our A++ customers.
• Collaborate with other units to investigate, develop, and implement strategies to improve customer satisfaction. The focus should be on increasing service efficiency.
• Prepare and present regular reports to customers and senior management on service performance, key metrics, and improvements.
• Proactively identify opportunities to improve the service to our customers through process enhancements. Also, recommendations on technologies to make processes more effective are expected in this role.
• Stay updated on industry trends, best practices in the service field.