About this role
<p style="margin:0.0in"><strong>Role: <span style="">Enterprise Service Manager (Mission Critical Support Customers)<br></span><br>Why This Role is an Exciting Opportunity:</strong></p> <ul style="margin-bottom:0.0in;margin-top:0.0px" type="disc"> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in"><strong>Impactful Work:</strong> You will be directly supporting well-established enterprise customers, ensuring smooth operations of their SEEBURGER platforms with a significant business impact when issues arise.</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in"><strong>Growth & Collaboration:</strong> Work closely with diverse teams internally, including development, consulting, support, and sales, and engage in proactive customer communication.</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in"><strong>Leadership & Trust:</strong> Become a trusted partner to our enterprise clients, and be the go-to person when it comes to troubleshooting, consulting, and incident management.<br><br></li> </ul> <p style="margin:0.0in"><strong>Scope of Responsibilities:</strong></p> <ul style="margin-bottom:0.0in;margin-top:0.0px" type="disc"> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in"><strong>Customer Relationship Building:</strong> Establish and maintain close relationships with enterprise customers, earning their trust and ensuring their satisfaction.</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in"><strong>Incident Management & SLA Oversight:</strong> Ensure all service level agreements (SLAs) and key performance indicators (KPIs) are met, and proactively address any incidents or escalations.</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in"><strong>Proactive Information Sharing:</strong> Stay ahead of the curve by providing updates on product features, security alerts, and issues, ensuring your customers are always informed.</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in"><strong>Cross-Functional Collaboration:</strong> Work hand-in-hand with SEEBURGER teams (support, development, consulting, and sales) to provide seamless customer experiences.</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in"><strong>Consulting & Product Expertise:</strong> Identify opportunities for consulting involvement, from new interfaces to infrastructure changes or cloud services like AWS, and ensure customers are using SEEBURGER products efficiently.</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in"><strong>Root Cause Analysis:</strong> Take charge during major incidents as an incident manager and coordinate root cause analysis and problem resolution.<br><br></li> </ul> <p style="margin:0.0in"><strong>A Day in the Life of an Enterprise Service Manager:</strong></p> <ul style="margin-bottom:0.0in;margin-top:0.0px" type="disc"> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in"><strong>Monitor & Analyse KPIs:</strong> Prepare and analyse reports to ensure performance metrics are met.</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in"><strong>Incident Oversight:</strong> Track all customer incidents and identify problems during regular customer calls.</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in"><strong>Documentation & Collaboration:</strong> Maintain a detailed Collaboration Handbook to document customer landscapes, understand their unique language, and benchmark transaction throughput.</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in"><strong>Knowledge Sharing:</strong> Work closely within the Enterprise Support Team to share insights and best practices.<br><br></li> </ul> <p style="margin:0.0in"><strong>Key Soft Skills Required:</strong></p> <ul style="margin-bottom:0.0in;margin-top:0.0px" type="disc"> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in"><strong>Effective Communication:</strong> You’ll need to translate technical jargon into customer-friendly language.</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in"><strong>Stress Management:</strong> Stay calm and composed in high-pressure situations, ensuring customers remain reassured.</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in"><strong>Conflict Resolution:</strong> Use your expertise to manage and resolve customer conflicts effectively.<br><br></li> </ul> <p style="margin:0.0in"><strong>Technical Expertise:</strong></p> <ul style="margin-bottom:0.0in;margin-top:0.0px" type="disc"> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in">Extensive experience with IBM Sterling / AXWAY / SEEBURGER products etc … (8+ years), including troubleshooting using tools like Grafana and Kibana.</li> </ul>