SaaS Operations Director, French speaking

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Provide support for a portfolio of SaaS clients;

• Act as the primary point of contact for clients regarding all inquiries, concerns, requests, and issues related to SaaS services.

• Become the go-to authority on all aspects of EIS’s contractual commitments with clients; ensure that EIS fulfills these agreements and appropriately charges for services beyond the agreed entitlements.

• Collaborate and partner with clients, as well as internal and external teams, concerning all contracted services.

• Oversee operational gatekeeping to meet contractual expectations and guarantee that service delivery aligns with client entitlements.

• Work with the EIS Client Partner to enhance business engagement and broaden SaaS services for the client.

• Conduct initial client onboarding at the operational level across clients and system integrators to establish and follow production processes, including incident/problem management, change management, DevOps, ProdOps, and SupportOps, while providing ongoing operational management of these processes.

• Cultivate and sustain strong relationships with the client’s operational and delivery leaders, serving as the main escalation point for any issues raised by the client, fostering trust and consistency.

• Stay informed about the operational performance and availability of the SaaS production system, remaining vigilant to any issues; proactively engage with the SaaS team and customers regarding any critical, customer-impacting concerns.

• Collaborate with clients to identify and implement enhancements while addressing pain points.

• Work alongside product development, Customer Application Support, SaaS operations teams, and third-party support teams (SIs) to ensure adequate resource allocation for application support activities that meet SLAs and customer production support contractual obligations.

• Serve as the client’s representative, coordinating with key internal stakeholders, including Customer Application Support, engineering, client partners, and finance, to provide strategic support, contract modifications, and conduct quarterly business reviews that align with the client's strategic roadmap and goals.

• Deliver governance reviews and reporting on all SaaS services to the client, updating on the status of all production incidents, activities, progress, and risks/issues while keeping all stakeholders informed at agreed intervals.

• Collaborate with internal Engineering teams to enhance production incident handling processes, aiming to improve efficiency, such as SLAs and cost reduction.

• Facilitate and authorize all change management and deployment activities initiated by the client for the SaaS production environment, including Change Advocacy Board (CAB) processes.

• Assist in coordinating EIS base updates as needed and manage migration plans between clients and internal teams.

• Support EIS or Partner Professional Services in coordinating EIS upgrades as applicable and migration plans between clients and internal teams.

• Organize internal and external support planning for all SaaS operational and maintenance activities.

• Engage with customers regarding all production application/infrastructure monitoring and alerting services provided by EIS SaaS services teams.

• Recommend and plan ongoing training opportunities for clients based on their use of EIS and SaaS services.

• Attend customer-level events and operational summits to ensure that production operational topics are properly planned and executed.

⛳️ Requirements

• 7+ years of experience in SaaS production support and/or software implementation, preferably in a leadership role with clients.

• Strong understanding of the fundamentals of SaaS, Cloud, and distributed Delivery Architecture.

• Proficiency in French (both written and verbal).

• Familiarity with the fundamental concepts of EIS Suite Products, including Customer, Policy, Billing, Claims, etc.

• Knowledge of the high-level architecture of the EIS Suite.

• Understanding of Agile principles and practical experience in SDLC and software development methodologies.

• Familiarity with EIS build processes and CICD principles.

• Insight into business concepts related to insurance products, such as Auto, Home, and Group Benefits, offered by the EIS application.

• Awareness of ISO 20000 certification and compliance standards.

🏝️ Benefits

• Health Insurance coverage for you and your dependents - eligible immediately upon joining EIS.

• Optional sports coverage as part of the health insurance package.

• Pension contributions based on a Group Pension Scheme.

• Provision of homeworking equipment.

• Coverage for mobile phone and internet expenses.