SaaS Operations Director (French speaking)

The SaaS Operations Director is accountable for the success of the customer’s solution and will act as the primary escalation point for all issues upon completion of the initial customer implementation program. The SaaS Operations Director is responsible for maintaining a 360 degree view of the overall health and success of the customer through appropriate operational reporting, issue tracking, customer check-ins, and staying abreast of EIS and 3rd party program status. The successful candidate understands the ecosystem of various customer and SI-partner stakeholders, their goals, specific interests, and concerns; they collaborate with the Client Partner to keep management abreast of the health of the customer and escalates problems requiring higher-level intervention.

The SaaS Operations Director understands the various EIS stakeholders and EIS operating model to effectively work across the organization as required to address the needs and issues of the client. In situations where customer experiences major and/or chronic issues and/or is dissatisfied with the SaaS product and associated services, the SaaS Operations Director is responsible for initiating investigation into the situation, engaging cross-organizational EIS resources and leadership as needed to understand root cause(s) and address the problem(s). For SaaS customers, the SaaS Operations Director ensures the operations and availability of SaaS supporting services leading up to, and after initial implementation - including environments for development and production.

This role also ensures the customer receives appropriate and timely application support services to resolve production issues. During a SaaS implementation program, the SaaS Operations Director provides support to the Program Director and program execution team, who are the primary point of contact with the customer; after implementation the SaaS Operations Director assumes the role as the primary point of contact with the customer regarding the operation of the SaaS service. For SaaS customers that have contracted with EIS for customer production application support, the SaaS Operations Director ensures that defects caused by customer-specific configurations and extensions are directed to the appropriate EIS application support engineering staff for resolution.

For customers relying on 3rd parties to provide production application support, the SaaS Operations Director ensures that the 3rd party is engaged to take ownership of resolution of customer-specific extension issues.

Responsibilities

apply with the exception of those that directly relate to operational

for SaaS platforms. The SaaS Operations Director is responsible for deep understanding of the contracted service entitlements of the customer, accountable to ensure that EIS meet these contractual expectations, and is responsible for ensuring delivery of services that fall within the entitlement to the client. The SaaS Operations Director serves as the primary coordinator of services delivery across EIS departments and resources to fulfill contracted services and quote and initiate optional/expanded services.

For those services that fall outside of entitlements, the SaaS Operations Director is accountable to ensure appropriate invoicing of services and/or negotiation of additional SOWs (lead by the Client Partner) to collect revenue for such services. 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.