French-Speaking SaaS Operations Director

EIS Group; Warszawa; On-site; PLN 322,292 - 384,827; Full time

Benefits offered by this job

Health insurance (Medicover)

Sports compensation (MultiSport)

Language classes (English & Polish)

Remote work compensation

Job summary

EIS Group in Warsaw, Poland, seeks a SaaS Operations Director fluent in French to lead the delivery of contracted SaaS services. You will coordinate across departments, ensure entitlement compliance, and drive customer satisfaction by managing onboarding, incident response, and service improvements.

You will act as the primary client contact for SaaS services, govern change and deployment activities, and collaborate with product development, support teams, and external partners to meet SLAs and

Qualifications

• 7+ years experience in SaaS production support and/or software implementation with clients in leadership position.
• Understanding of fundamentals in SaaS, Cloud and distributed Delivery Architecture.
• Fluent in French (written and verbal).

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 identify and implement improvements and eliminate pain points
• Collaborate with product development, Customer Application Support, and SaaS ops teams, and 3rd party support teams (SIs) to ensure adequate resources allocation and availability for application support activities to satisfy SLAs and customer production support contractual obligations
• Act as the voice of the client, collaborating with key internal downstream stakeholders including Customer Application Support, engineering, client partners and finance to provide strategic support, contract changes and conduct quarterly business reviews for supporting client’s strategic roadmap and objectives
• Provide governance review and reporting on all SaaS services to the client, regarding status of all production incidents, activities, progress, risks/issues, keeping all stakeholders informed upon agreed frequency
• Partner with internal Engineering teams on improving production incidents handling processes with aim to improve efficiency, such as SLAs, cost reduction
• Facilitate and approve all change management and deployment activities initiated by the client for the SaaS production environment including Change Advocacy Board (CAB) processes
• Assist with coordinating EIS base updates as applicable and migration plans between client and internal teams
• Provide internal and external support planning for all SaaS operational and maintenance activities
• Engage with customer on all production application/infrastructure monitoring and alerting services provided by EIS SaaS services teams
• Advise and plan ongoing training opportunities to the client based on use of EIS and SaaS services
• Attend customer level events and operational summits to ensure production operational topics are planned for and executed

Skills

SaaS leadership

French language

Cloud & SaaS architecture

Job description

EIS Group in Warsaw, Poland, seeks a SaaS Operations Director fluent in French to lead the delivery of contracted SaaS services. You will coordinate across departments, ensure entitlement compliance, and drive customer satisfaction by managing onboarding, incident response, and service improvements.

You will act as the primary client contact for SaaS services, govern change and deployment activities, and collaborate with product development, support teams, and external partners to meet SLAs and