Customer experience manager F/M

Audensiel; Strasbourg; Sur place; EUR 42 000 - 64 000; Plein temps

Résumé du poste

Audensiel in France seeks a client-facing IT services professional with 3+ years in ticketing and the public transport sector to support digital transformation, IT governance and service delivery.

You will manage client relationships, monitor satisfaction actions, and ensure quality of deployed systems while coordinating with team leaders to meet contractual obligations. English is required and you will be autonomous, organized and rigorous in approach.

Qualifications

• Bachelor's degree is required.
• At least 3 years of experience in ticketing or the public transport sector.
• Autonomous, organized and rigorous in approach.
• Good spoken and written English.

Responsabilités

• Establish and maintain professional relationships with clients to ensure ongoing satisfaction.
• Monitor actions to be taken after customer satisfaction surveys.
• Ensure quality and monitoring of deployed systems and services.
• Coordinate with the Insurance Manager, Technical Coordinator and Team Leader to consolidate schedules and ensure contract compliance.
• Lead and motivate teams around service delivery and maintain adherence to project/maintenance contracts.
• Provide regular risk analysis of portfolios of contracts and flag potential penalties.

Connaissances

Autonomy

Organization

Rigorous

Business sense

English communication

Formation

Bachelor's degree in computer science, science or customer relations

Description du poste

A multi-specialist player in digital transformation, business consulting and technology consulting, Audensiel supports its clients in all sectors of activity in France and internationally in the following areas:
- Digital: digital transformation projects, from project management using the Agile method through AMOA and application development to acceptance/testing.
- Consulting: IT consulting within IT departments and business consulting within functional departments specifically for Banking, Insurance and the Pharmaceutical Industry in their issues of governance, regulatory compliance, risk management and transformation of financial departments ;
- Data/AI: Architecture and development of Big Data solutions with data engineer and data scientist consultants. Development of innovative artificial intelligence projects for our clients in the form of POC.
- IoT: Exploitation of data from connected objects and their processing within complex interconnected systems. Design of the entire value chain to provide the best user experience for these new services and optimize productivity gains;
- Cybersecurity: Support on the governance of our clients' cybersecurity issues. Audit and project management for data defense and security.
- Cloud/DevOps: Support at different levels of your project, strategy and governance, architecture, development or even DevOps.

- Establish a professional relationship with clients to achieve ongoing client satisfaction
- Monitor actions to be implemented following customer satisfaction questionnaires
- Ensure the quality and monitoring of systems already deployed.
- Work closely with the Insurance Manager, Technical Coordinator and Customer Service Team Leader in the consolidation of the team schedules.
- Implement and ensure the proper application of the maintenance contract or contractual warranty. Ensure compliance with contractual obligations.
- Motivate the teams around the service to render to our customers.
- Plan, supervise and report to its customers the various actions carried out or to be carried out on the systems, within the framework of the guarantee of a project or a maintenance contract.
- Regularly provide his/her line manager with the risk analysis of his/her portfolio of contracts (anomalies that may disrupt the application of contractual requirements), and in particular concerning the applicable penalties.

A bachelor’s degree in computer science, science or customer relations, you have at least 3 years of significant experience on similar topics in ticketing and/or the public transport sector.

You have a Bachelor’s degree in the field of computer science, science or customer relations

You have 3 years of experience on similar topics

You are autonomous, organized and rigorous

You have a sense of business and service

Good oral and written expression

You have a common level of English

In accordance with its ethical commitment, Audensiel is committed to combating all discrimination and promoting diversity and equal opportunities.