SaaS Operations Director, French speaking

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EIS Ltd

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2008

💳 Fintech

🤝 B2B

Fintech • B2B • Insurance

EIS Ltd. is a technology company focused on creating innovative software solutions for the insurance industry. With a commitment to quality and positive change, EIS aims to transform the future of insurance by empowering insurers through cutting-edge digital technologies. The company prides itself on its diverse and talented global team, fostering a collaborative environment that promotes professional growth and innovation across over 15 countries. EIS encourages its employees to think big, go further, and champion growth, creating meaningful opportunities for professionals in the financial technology sector.

📋 Description

• 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 • Support EIS or Partner Professional Services with coordinating EIS upgrades 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

🎯 Requirements

• 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) • 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

🏖️ Benefits

• Health Insurance for you and your dependents - eligible immediately upon joining EIS • Sport - Optional choice in Health insurance package • Pension on a Group Pension Scheme Basis • Homeworking Equipment • Mobile phone/internet coverage