Customer Relationship Management - 4469

DESCRIPTION OF THE TASKS

• Customer relationship management aiming at the adoption of digital solutions.
• Creation of stakeholder maps or similar.
• Creation of adoption dashboards and reports.
• Overseeing the adoption journey of several types of stakeholders.
• Resolving stakeholder complaints quickly and efficiently.
• Contributing to the success of digital projects and initiatives by keeping stakeholders updated to ensure their adoption of digital solutions.
• Identifying the services needed to ensure stakeholder satisfaction.
• Autonomously turn communication objectives into strategies, tasks and activities and oversee / contribute to their implementation.
• Managing communications and defining strategies to increase results in line with defined adoption targets (from awareness to action).
• Creating and enforcing plans that help meet the needs of stakeholders.
• Follow-up of service quality in the context of incident, problem, and impediment management.
• Management and follow-up of user requests.
• Management of incidents related to information systems.
• Conception and organization of user documentation for information systems.
• Conception and management of IS and ICT training.
• Participation in user, service, and project meetings.
• Elaboration and implementation of relevant support processes.
• User guidance and support regarding the use of information systems / ICT tools, by phone and e-mail.

KNOWLEDGE AND SKILLS

• Knowledge of customer relationship management practices and tools.
• Knowledge of using tools to build stakeholder maps.
• Knowledge of analyzing customer segments, e.g., experiencing a specific product problem.
• Experience in the use of Atlassian collaborative tools (e.g., Confluence and Jira) and Microsoft Office Tools (e.g., PowerPoint).
• Experience in (or familiarity with) the IT domain is a plus.
• Proven knowledge in end user assistance or support of information systems, especially in the context of business workflow applications.
• Good knowledge of IT project management methodologies, e.g., Agile, RUP, etc.
• Ability to work autonomously, managing his/her own workload independently, providing status updates, liaising with others, and escalating issues as appropriate.
• Strong interpersonal skills and ability to understand what each stakeholder wants and needs.
• Aptitude to foster positive relationships.
• Problem-solving attitude.
• Good knowledge of the office automation tools used in the Commission (MS-Office).
• Good reporting methods.
• Analysis and problem-solving skills.
• Capability to write clear and structured technical documents.

Due to the particular nature of a large international organization, candidates should also have the following non-technical skills:

• Capability of integration in an international/multicultural environment, rapid self-starting capability and experience in working in team.
• Ability to participate in multilingual meetings.
• Ability to work in multi-cultural environment, on multiple large projects.
• Excellent Team Player.
• Ability to understand, speak and write English C2, French C1 will be an advantage.
• High degree of discretion and integrity is required.

SPECIFIC EXPERTISE

• Profound experience in an Agile environment.
• Reliable maintenance of knowledge bases.
• Experience with Grant Management Systems.

The following documents / procedures will be requested to successfully complete the hiring process :

• A copy of your university degree(s)
• A copy of your criminal record
• Security Clearance Procedure

EU-Nationality is mandatory for ALL our job openings
We can, also, take into consideration CVs, that acquire work permit in the location where the client is or the job should be performed

 

WHO ARE WE?

VASS Group (https://vasscompany.com/en/) is a leading digital solutions group of companies headquartered in Madrid, Spain, present in 25 countries in Europe, the Americas and Asia with more than 4,300 professionals.

VASS helps large companies in their digital transformation process, developing and executing the most innovative and scalable projects, from strategy to operations.

All our growth comes from our talented people, passion for innovation, and a constant search for improvement, always the VASS way: “Complex made simple”.