SaaS Operations Director (French speaking)

About the Position

EIS Group is the technology innovator for insurance. EIS is an insurance software company that enables leading insurers to innovate and operate like a tech company: fast, simple, agile. Founded in 2008, EIS provides an open, flexible platform of core systems and digital solutions allowing insurers to accelerate and scale innovation, launch products faster, deliver new revenue channels, and create experiences the world will love. With thousands of APIs, the platform gives insurers the freedom to connect to a vast ecosystem of insurtech and emerging technologies. EIS powers premium growth for insurers in all lines of business worldwide. For more information visit EISGroup.com.

We are currently seeking a SaaS Operations Director (French speaking) to join our team in Spain. This role is responsible for ensuring delivery of services that fall within the entitlement to the client.

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.
• 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 act as 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 the 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.
• 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

Required Skills

• 7+ years experience in SaaS production support and/or software implementation with clients in a leadership position.
• Understanding of fundamentals in SaaS, Cloud, and distributed Delivery Architecture.
• Fluent in French (written and verbal).

Desired Skills

• Understanding of EIS Suite Products fundamentals, such as Customer, Policy, Billing, Claims, etc.
• Understanding of high-level EIS Suite Architecture.
• Understanding of 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.

Soft Skills

• Strong relationship management skills.
• Strong verbal and written communication skills.
• Strong management skills to manage and meet deadlines.
• Leadership skills to guide and lead others.
• Great problem-solving capabilities.
• Ability and flexibility to quickly react to an ever-changing landscape.
• Customer focus on understanding and meeting their needs.
• Process development and optimization skills.

We Offer

• Work with top talent and great colleagues who are industry and technology experts.
• Operate in a Scaled Agile environment, diverse, multicultural, and cross-functional teams.
• We are a global and modern software product company building world-class Enterprise InsurTech Product powered by leading-edge technologies (microservices, reactive, cloud, continuous delivery).
• Flexible working hours and hybrid work (2 days from the office).
• 2 extra days off.
• Employee referral program.

Incentives and Benefits

Allowances:

• Mobile phone and internet reimbursement.
• Work-from-home compensation, in line with local regulations.
• Spanish language classes.

Benefits:

• Private health insurance (DKV).
• Pension plan (Banco Santander).

All pay components are based on objective, gender-neutral criteria within EIS’s Compensation Policy.

About the Company

EIS Group is the technology innovator for insurance. EIS is an insurance software company that enables leading insurers to innovate and operate like a tech company: fast, simple, agile. Founded in 2008, EIS provides an open, flexible platform of core systems and digital solutions allowing insurers to accelerate and scale innovation, launch products faster, deliver new revenue channels, and create experiences the world will love. With thousands of APIs, the platform gives insurers the freedom to connect to a vast ecosystem of insurtech and emerging technologies. EIS powers premium growth for insurers in all lines of business worldwide. For more information visit EISGroup.com.

After you submit your application for this job vacancy, your personal data will be processed according to the applicable data protection and privacy laws and will be stored in the HR unit of EIS. No personal data will be disclosed to third parties without your consent.

EIS does not use Artificial Intelligence tools or any Generative AI applications in the recruitment and hiring process as part of the screening, assessing, or selection process.

At EIS, we know that the diversity of our workforce is a strength. We consider for employment all qualified applicants without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, military or veteran status.

EIS does not accept unsolicited resumes from 3rd party agencies and has no fee obligation.

Our Hiring Process

Stage 1: Applied

Stage 2: Review

Stage 3: HR Interview

Stage 4: Technical Interview

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