Job description
***This is a work from home / remote position ***
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 insuretech and emerging technologies. EIS powers premium growth for insurers in all lines of business worldwide. For more information visit EISGroup.com
Our Technical Enablement and Support culture centers around embracing a team mentality. We look for people that are highly motivated, love process and will not hesitate to jump into their responsibilities headfirst. We want your time with us to be an investment in both you and EIS. We look for people that embody the characteristics of humble where you focus more on the success of your team and your customers; hungry, meaning you have a strong work ethic, are determined to get things done and contribute in any way you can; and finally inner personally smart. If you read this and know you check the boxes, Technical Enablement and Support may be the right place for you and your career.
Description:
The Managing Director of SaaS Production Operations plays a pivotal role in ensuring that communication between the Customer and the CPS team are accurate and timely. They will support a maximum of two Customers. Each Managing Director of SaaS Production Operations will work with the CPS Delivery Manager to ensure proper staffing levels are maintained and to proactively identify any resource issues. They will be the second escalation point for Severity 1 production issues reported by assigned Customers. The Managing Director of SaaS Production Operations is responsible for maintaining Customer relationships and will coordinate the monthly governance reporting for all assigned Customers. They will also be responsible in determining if additional service levels or add on packages will benefit their assigned Customers and will be expected to initiate discussions about these offerings when appropriate. The Managing Director of SaaS Production Operations will monitor the training schedule for all assigned CPS team members and be responsible for updating training plans as needed. They will be responsible for gathering feedback to be provided to the EIS Product Management Team, the EIS Base Team and the EIS Service Delivery Management Team regarding opportunities for improvement. The Managing Director of SaaS Production Operations must be able to effectively navigate the Customer’s system and will understand how to handle each ticket severity level. The Managing Director of SaaS Production Operations will be working with anywhere from one to four different customers within a Line of Business and will be able to manage their time to meet target deadlines. It is necessary to be able to work in both a team and individual setting while keeping goals and timeframes top of mind.
Responsibilities:
- Second point of escalation for Sev 1 issues, communicate updates to the CPS AVP
- Ensuring proper resource levels to support assigned Customers
- Monitor and recommend training for CPS resources
- Produce monthly governance report for assigned Customers
- Identify additional service opportunities, prepare and present proposals to assigned Customers
- Monitor performance levels against contract SLAs
- Assist Delivery Manager to meet contract SLAs
- Manage the workload of the resources assigned to ensure targets will be meet
- Address questions related to the Customer’s production instance
- Responsibility for maintaining accurate information in assigned Zendesk tickets, as required
- Accurately report hours in the EIS PSA system by the end of each work week
- Monitor and report on financials to EIS Senior Management regarding assigned Customers
Ancillary Responsibilities:
- Engage with other departments of EIS to provide feedback from the CPS team experiences with the platform as well as Customer feedback
- Support EIS Sales and Marketing teams in promoting and understanding the CPS model
- Engage with EIS HR with hiring demand
Hours of Operation:
- Work eight hours per business day based on the location of residence
- Respond to off hours escalation and provide support as required
- Provide three months’ notice of vacation requests using the EIS BambooHR system
Internal Interactions:
- Work closely with the CPS Delivery Manager and AVPs
- Provide requested information and reporting to the CPS AVP
- Provide requested information to the CPS AVP
- Work closely with the following EIS internal teams:
o EIS Product Management Team
o EIS Services Project Management
o EIS Base Team Management
o EIS ProdOps and DevOps Team
o EIS Security Office
External interactions:
- Interact with senior management identified by Customer
Travel Requirements:
- Travel may be required for annual onsite trips to Customer’s locations
- Travel for department offsite meetings is required
Qualifications:
- Work with EIS Corporate applications: Zendesk, PSA, BambooHR, Jira, Wiki
- Competent with Gmail and Microsoft (ex: Word, Excel, PowerPoint) software
- Understanding of all areas of a PAS
- Understanding of the EIS build process
- Understanding of application security
- Possess experience in facilitation and negotiation
- Possess excellent English language skills, both oral and writing
- Possess excellent communication and presentation skills
Specific Business Knowledge requirements:
- Fundamental knowledge of one Line of Business provided by EIS
- Fundamental knowledge of the most common products within a Line of Business
- Fundamental knowledge of the domains within the EIS suite specifically Customer, Policy, Billing and Claims
- Fundamental knowledge of the various integrations related to a Line of Business
- Fundamental knowledge of rating related to a Line of Business
- Fundamental knowledge of documents related to a Line of Business
- Fundamental knowledge of reporting related to a Line of Business
Training:
- The Managing Director of SaaS Production Operations will be required to take additional EISU courses each month
- The Managing Director of SaaS Production Operations is required to develop competency in each of the EIS domains
- The Managing Director of SaaS Production Operations is required to learn about the EIS CI/CD framework
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