Junior Customer Support Manager with Italian (IT Software Industry)

We are the leading technology recruitment and selection consultancy in Romania, working on highly specialized technologies for permanent and interim positions. Since our inception in 2001 as the first specialized IT recruitment agency in Romania we supported over 400 national and global clients in acquiring strategic IT talent for their business.

We are deeply passionate about technology and highly responsible about our work. We understand the pressure of the business and the fact that you need fast and quality results. Therefore we always go for the extra mile to deliver the best IT&C talent for your business, no matter how challenging the project may seem.

Performs additional activities related to departments activities as assigned by managers.
Demonstrates fundamental understanding of legal concerns and requirements.
Understands and effectively integrates
corporate vision, line-of-business objectives, and associated value propositions within operations program design roll-out.
Understands HR role in corporate governance and accesses this expertise in support of a positive corporate environment.
Demonstrates fundamental understanding of information management systems and infrastructure
Develops methods for supporting innovation and change across the organization
Approaches problems in a rational manner using sound strategies that ensure comprehensive understanding and effective resolution
English and Italian minimum medium level.

Consultancy Design of Product Offering:
Key contact for the Sales organization for Customer E-Catalogue and Portal related matters.
Guide Sales and implement optimal catalogue structure.
Proactively informs Sales/Customer on any major change in offering or pricing.
Provide B2B and/or ELITE solution consultancy.
Provide consultancy on product specs, Product Lifecycle Management, Replacements, offering and pricing.
Performs triage on issues and redirects to appropriate teams.

Catalogue Deployment Maintenance:
Drive Catalogue setup maintenance in line with Sales and Customer requirements.
Proactive manage EOL and NPI in customer offering and catalogue.
Manage offering and pricing updates across BUs and coordination across regions.
Accountable for quality and availability of customer catalogue and pricing (including PCCS)
Setup simplified deals. Setup users and user access.
Obtain price approval for customer offering and circulate within account team.
Support Contract / Deal Setup Mgmt
Coordinates bid preparation by providing margin, Configuration and quote
Manages standard and simplified deal setup.
Manages external lease renewal process with customer.

Customer support and communication:
Provide customized portal training.
Manage all quote requests.
Acts as single point of contact on issues regarding offering, catalogue, B2B and/or ELITE portal access and capabilities.
Provides guidance for Back Office teams with which a direct relation exists.
Proactive inform Sales or Customer on any major change in the catalogue.
Supports Demo/Certification unit requests.

Metrics control and Reporting
KPIs control self monitor KPIs
Implements corrective actions in case of deviations.
Supporting ongoing strategic projects by implementing, reporting and providing feedback.
Ensure 100% adoption of reporting tools.
Data quality assurance for the info filled in reports, other tools.