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Critical Case Manager

Job Title: Critical Case Manager
Contract Type: Contract
Location: Galway
REF: 87701
Job Published: over 1 year ago

Job Description

Our Client a leading multi- national software development company in Galway are looking to recruit a Critical Case Manager for their site. This is a 12 month contract.

Critical Case Manager

You will be responsible for critical Cloud customers, representing the company and its interests. As a Critical Case Manager (CCM) in the MCC Cloud Deployment Support your main tasks will include:
  • Further evaluation of critical customer situations and managing the de-escalation incl. action plan etc.
  • Management of technical and / or functional end-to-end analysis in close collaboration with Engineering, Operations and other involved parties
  • Tracking and monitoring of the technical resolution together with stakeholders
  • Reporting on critical customer situations as a basis for regular executive level communication
  • Process adherence (CRM maintenance, reporting, Back-office interface etc.)

Skills and Competencies
  • IT qualification preferred.
  • Strong communication & conflict management skills
  • Ability to make fast and reliable decisions within strict deadlines
  • Ability to drive resolution, with strong ability to coordinate
  • Strong interpersonal skills and the ability to work in virtual teams across the globe and customers on all levels of their organization
  • High level of flexibility required; willingness to learn on a continuous basis
  • Knowledge about the company Cloud products (SuccessFactors, Ariba, C4C, ByD, etc.) is a plus
  • Fluent English and German is a major asset (incl. writing) - knowledge of further languages would be beneficial

For further information on this Critical Case Manager role in Galway please contact Ros Lomasney on 021 2066287 /
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