Enterprise Service Manager

"Accelerating business to improve the lives of people". This is our purpose statement and encapsulates what we enthusiastically do every day. We integrate our customers' IT systems to make sure that the right data is at the right place at the right time when they digitalize their processes. Companies need their systems to talk to each other to ensure that cars roll off the factory line, that everyone receives their payments on time, and that you can buy what you need from a supermarket.
Our success story began in 1986, when we helped the German automotive industry to digitalize their paper-based supply chains. Today, SEEBURGER is a leading global B2B software provider with more than 1,000 #businessaccelerators in 15 countries worldwide and over 10,000 satisfied customers that rely on our innovative solutions.
Role: Enterprise Service Manager (Mission Critical Support Customers)

Why This Role Is An Exciting Opportunity

• Impactful Work: You will be directly supporting well-established enterprise customers, ensuring smooth operations of their SEEBURGER platforms with a significant business impact when issues arise.
• Growth & Collaboration: Work closely with diverse teams internally, including development, consulting, support, and sales, and engage in proactive customer communication.
• Leadership & Trust: Become a trusted partner to our enterprise clients, and be the go-to person when it comes to troubleshooting, consulting, and incident management.

Scope Of Responsibilities

• Customer Relationship Building: Establish and maintain close relationships with enterprise customers, earning their trust and ensuring their satisfaction.
• Incident Management & SLA Oversight: Ensure all service level agreements (SLAs) and key performance indicators (KPIs) are met, and proactively address any incidents or escalations.
• Proactive Information Sharing: Stay ahead of the curve by providing updates on product features, security alerts, and issues, ensuring your customers are always informed.
• Cross-Functional Collaboration: Work hand-in-hand with SEEBURGER teams (support, development, consulting, and sales) to provide seamless customer experiences.
• Consulting & Product Expertise: Identify opportunities for consulting involvement, from new interfaces to infrastructure changes or cloud services like AWS, and ensure customers are using SEEBURGER products efficiently.
• Root Cause Analysis: Take charge during major incidents as an incident manager and coordinate root cause analysis and problem resolution.

A Day in the Life of an Enterprise Service Manager:

• Monitor & Analyse KPIs: Prepare and analyse reports to ensure performance metrics are met.
• Incident Oversight: Track all customer incidents and identify problems during regular customer calls.
• Documentation & Collaboration: Maintain a detailed Collaboration Handbook to document customer landscapes, understand their unique language, and benchmark transaction throughput.
• Knowledge Sharing: Work closely within the Enterprise Support Team to share insights and best practices.

Key Soft Skills Required

• Effective Communication: You'll need to translate technical jargon into customer-friendly language.
• Stress Management: Stay calm and composed in high-pressure situations, ensuring customers remain reassured.
• Conflict Resolution: Use your expertise to manage and resolve customer conflicts effectively.

Technical Expertise

• Extensive experience with IBM Sterling / AXWAY / SEEBURGER products etc … (8+ years), including troubleshooting using tools like Grafana and Kibana.

Benefit from being part of a globally renowned company that is driving digitalisation forward. We continue to grow - and so can you It is important to us that you can fully utilise your talents and strengths and go your own way, regardless of whether you are aiming for a specialist or management career. With our expertise and growth in a future-oriented industry, we offer a wide range of opportunities and secure jobs. At SEEBURGER, we value the supportive atmosphere and family environment. #StrongerTogether is one of our corporate values and characterises the way we live together.
Sounds exciting? Become a #Businessaccelerator today