Job title: Customer Operations Lead Location: Milan, Italy - Virtual Responsibilities - Service Delivery responsibilities for selected major global account. - Perform in-depth and high-level technical presentations for customers, partners, and prospects. - Provide consultative support to other COL's in other areas of the business - Mentor other COL's in the assigned territory. - Viewed as a leader by senior management, peers, and customers. - Proactively plan to prevent issues that shorten time to revenue and affect future opportunities through the account teams and appropriate organisations. - Work closely with the ESSM to ensure overall global framework & customer strategy is maintained. - Yield maximum product and services revenue from each account while driving customer satisfaction. Technical/Business Knowledge - In-depth knowledge of Hospitality industry - Detailed knowledge of quick service restaurants would be a distinct advantage. - Thorough knowledge of the technologies used by the Hospitality industry, including solution, technology, and product offerings. - Good understanding and experience in Customer Satisfaction methodologies. - Hands-on experience in Industry Enterprise solution device management, Security, Planning, and Implementation. - Strong knowledge of billing, problem reporting, provisioning, testing, and service activation systems/platforms. - Strong project management leadership and resource tracking techniques. - Must be viewed as a leader by senior management, peers and customers. Skills Required - Excellent customer facing written and verbal communication, listening, negotiation and presentation skills. - Technical knowledge and consultative skills that are above reproach. - Ability to understand complex technical and the ability to solve the problem or solicit the required resources. - Ability to train other members of the team and act as a mentor as required. - Ability to lead and collaborate with specialised cross-functional team, assign tasks and provide direction with little to no supervision. - Demonstrated ability to implement, drive and track projects. - Must be viewed as a leader by senior management, peers and customers.