SaaS Operations Director (French speaking)

SaaS Operations Director (French speaking)

Department: 508 Production Operations

Employment Type: Full Time

Location: Remote, Ireland

Compensation: €102 - €144 / year

Description

The SaaS Operations Director is accountable for the success of the customer's solution and will act as the primary escalation point for all issues upon completion of the initial customer implementation program.

The SaaS Operations Director is responsible for maintaining a 360 degree view of the overall health and success of the customer through appropriate operational reporting, issue tracking, customer check-ins, and staying abreast of EIS and 3rd party program status. The successful candidate understands the ecosystem of various customer and SI-partner stakeholders, their goals, specific interests, and concerns; they collaborate with the Client Partner to keep management abreast of the health of the customer and escalates problems requiring higher-level intervention. The SaaS Operations Director understands the various EIS stakeholders and EIS operating model to effectively work across the organization as required to address the needs and issues of the client. In situations where customer experiences major and/or chronic issues and/or is dissatisfied with the SaaS product and associated services, the SaaS Operations Director is responsible for initiating investigation into the situation, engaging cross-organizational EIS resources and leadership as needed to understand root cause(s) and address the problem(s).

For SaaS customers, the SaaS Operations Director ensures the operations and availability of SaaS supporting services leading up to, and after initial implementation - including environments for development and production. This role also ensures the customer receives appropriate and timely application support services to resolve production issues. During a SaaS implementation program, the SaaS Operations Director provides support to the Program Director and program execution team, who are the primary point of contact with the customer; after implementation the SaaS Operations Director assumes the role as the primary point of contact with the customer regarding the operation of the SaaS service.
For SaaS customers that have contracted with EIS for customer production application support, the SaaS Operations Director ensures that defects caused by customer-specific configurations and extensions are directed to the appropriate EIS application support engineering staff for resolution. For customers relying on 3rd parties to provide production application support, the SaaS Operations Director ensures that the 3rd party is engaged to take ownership of resolution of customer-specific extension issues.
For SaaS Operations Directors with responsibility for non-SaaS customers (on-premise/license), similar responsibilities apply with the exception of those that directly relate to operational responsibilities for SaaS platforms.
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. For those services that fall outside of entitlements, the SaaS Operations Director is accountable to ensure appropriate invoicing of services and/or negotiation of additional SOWs (lead by the Client Partner) to collect revenue for such 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 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
• Support EIS or Partner Professional Services with coordinating EIS upgrades 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, Knowledge & Expertise

Required Skills:

• 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)

Desired Skills:

• Understanding of EIS Suite Products fundamentals, such as Customer, Policy, Billing, Claims, etc.,
• Understanding of high level EIS Suite Architecture
• Understanding Agile principles and applied knowledge in SDLC and software development methodologies
• Understanding of EIS build processes and CICD principles
• Understanding of business concepts around insurance products, such as Auto, Home, Group Benefits, etc., offered by EIS application
• Understanding of ISO 20000 certification and compliance

Soft Skills

• Strong relationship management skills
• Strong verbal and written communication skills
• Strong management skills to manage and meet deadlines
• Leadership skills to guide and lead others
• Great problem solving capabilities
• Ability and flexibility to quickly react to ever changing landscape
• Customer focus on understanding and meeting their needs
• Process development and optimization skills

Job Benefits

• Work with top talent and great colleagues who are industry and technology experts. Operate in a Scaled Agile environment, diverse, multicultural and cross-functional teams
• We are a global and modern software product company building world-class Enterprise InsurtTech Product powered by leading-edge technologies (microservices, reactive, cloud, continuous delivery)
• We work with the newest Apple Macbooks
• We offer freedom - build from building your career path through development programs and exciting global mobility opportunities (we have a global culture)

Incentives and Benefits:
Allowances:

• Homeworking Equipment
• Mobile phone/internet coverage

Benefits:

• Health Insurance for you and your dependents - eligible immediately upon joining EIS
• Sport - Optional choice in Health insurance package
• Pension on a Group Pension Scheme Basis

[All pay components are based on objective, gender-neutral criteria within EIS's Compensation Policy.]