SaaS Operations Director (French speaking)

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. Key Responsibilities 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