SaaS Operations Director (French speaking)

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 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, 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

What we offer

• 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)
• Flexible working hours and hybrid work (2 days from the office)
• 2 extra days off
• Employee referral program

Incentives and Benefits

Allowances:

• Mobile phone and internet reimbursement
• Work-from-home compensation, in line with local regulations
• Spanish language classes

Benefits:

• Private health insurance (DKV)
• Pension plan (Banco Santander)

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