Customer Service Manager (m/w/d)

Within the Customer Service Management department, you will be in charge of managing managed services around our IoT & SaaS solutions in conjunction with internal teams and customers in the retail sector. Your missions will be:   Monitor compliance with service commitments and the means implemented on service contracts (support, maintenance, fleet management, etc.) in conjunction with stakeholders (support, sales, customer project manager, expert, etc.) Coordinate teams (support, customer project manager, etc.) to ensure quality service and achieve service contract commitments Track service contract budget Define the content and terms of implementation of services through the descriptions of SLAs/OLAs and their evolution as necessary in consultation with the contract's stakeholders Lead customer steering committees Ensure that events that may impact the service contract throughout its life cycle are taken into account Develop progress plans and formulate associated action plans Proactively propose changes to the scope of service, quantify them and argue them with the customer in collaboration with the KAM Actively participate in the implementation and renewal of contracts related to the sales and pre-sales departments in order to provide indicators and information to define the best strategy