SaaS Operations Director (French speaking)

Stack

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 EIS's contractual obligations with the client; ensure EIS meets these entitlements and charges appropriately for services outside of entitlements
• ▹Engage and partner with client, internal and external teams regarding all contracted services
• ▹Act as operational gatekeeper for meeting contractual expectations and ensuring delivery of services stays within the client's entitlement
• ▹Engage with the 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 production processes (incident/problem management, change management, DevOps, ProdOps, SupportOps) and provide continual operational management of them
• ▹Build and maintain strong relationships with the client's operational and delivery leaders and act as primary escalation point, establishing trust and consistency
• ▹Keep abreast of operational performance and availability of the SaaS production system; engage the SaaS team and customer in a timely fashion on critical, customer-impacting issues
• ▹Work with customers to identify and implement improvements and eliminate pain points
• ▹Collaborate with product development, Customer Application Support, SaaS ops teams and third-party support teams (SIs) to ensure adequate resource allocation for application support to satisfy SLAs and production support contractual obligations
• ▹Act as the voice of the client, collaborating with internal stakeholders (Customer Application Support, engineering, client partners, finance) on strategic support, contract changes and quarterly business reviews
• ▹Provide governance review and reporting on all SaaS services to the client: status of production incidents, activities, progress and risks/issues, at the agreed frequency
• ▹Partner with internal Engineering teams on improving production incident handling processes to improve efficiency (SLAs, cost reduction)
• ▹Facilitate and approve all change management and deployment activities initiated by the client for the SaaS production environment, including Change Advisory Board (CAB) processes
• ▹Assist with coordinating EIS base updates and migration plans between client and internal teams
• ▹Support EIS or Partner Professional Services with coordinating EIS upgrades and migration plans between client and internal teams
• ▹Provide internal and external support planning for all SaaS operational and maintenance activities
• ▹Engage with the customer on production application/infrastructure monitoring and alerting services provided by EIS SaaS services teams
• ▹Advise and plan ongoing training opportunities for the client on the use of EIS and SaaS services
• ▹Attend customer-level events and operational summits to ensure production operational topics are planned and executed

Requirements

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

Nice to have

• ▹Understanding of EIS Suite product fundamentals (Customer, Policy, Billing, Claims, etc.)
• ▹Understanding of high-level EIS Suite architecture
• ▹Understanding of Agile principles and applied knowledge of SDLC and software development methodologies
• ▹Understanding of EIS build processes and CI/CD principles
• ▹Understanding of business concepts around insurance products (Auto, Home, Group Benefits, etc.)
• ▹Understanding of ISO 20000 certification and compliance

Soft skills

What we offer

• ▹Work with top talent and great colleagues who are industry and technology experts
• ▹Scaled Agile environment with diverse, multicultural, cross-functional teams
• ▹The newest Apple MacBooks
• ▹Career development programs and global mobility opportunities
• ▹Homeworking equipment allowance
• ▹Mobile phone/internet coverage
• ▹Health insurance for you and your dependents, eligible immediately upon joining
• ▹Optional sport choice in the health insurance package
• ▹Pension on a Group Pension Scheme basis

About the company

EIS is a global, modern software product company building a world-class enterprise InsurTech product powered by leading-edge technologies (microservices, reactive, cloud, continuous delivery).