The SaaS Operations Director is responsible for deep understanding of the contracted service entitlements of the customer, accountable to ensure that EIS meet these contractual expectations, and is responsible for ensuring delivery of services that fall within the entitlement to the client. The SaaS Operations Director serves as the primary coordinator of services delivery across EIS departments and resources to fulfill contracted services and quote and initiate optional/expanded services.
Key Responsibilities
- Support a portfolio of SaaS clients;
- Serve as a single point of contact to the client for all SaaS services questions, concerns, requests and issues.
- Be a go-to expert on all aspects of EIS’s contractual obligations with the client; ensure that EIS meet these contractual entitlements and charge appropriately for services outside of entitlements.
- Engage and partner with client, internal and external teams regarding all contracted services
- Responsible for operational gatekeeping in terms of meeting contractual expectations and for ensuring delivery of services fall within the entitlement to the client.
- Engage with EIS Client Partner to grow business engagement and expand SaaS services with the client
- At the Operational level across clients and system integrators, perform initial client onboarding to establish and adhere to production processes including incident/problem management, change management, DevOps, ProdOps, SupportOps and provide continual operational management of those processes
- Build and maintain strong relationships with client’s operational and delivery leaders and acts a primary escalation point for issues raised by the client, establish trust and consistency
- Keep abreast of the state of operational performance and availability of the SaaS production system & stay alert to any issues; engage with the SaaS team and customer in a timely fashion for any critical, customer impacting issues.
- Work with customers to iden
📌 SaaS Operations Director (España)
🏢 EIS Group
📍 España
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