Head of Managed Services

Proxima Research International is a group of companies specializing in data management and information solutions for the pharmaceutical market. We deliver expert services in CRM/ETMS implementation and support, healthcare professionals database management, omnichannel marketing, BI solutions, IT development, market research, and consulting.

We are currently looking for a Head of Managed Services.

Key Responsibilities

• Automate customer support processes.
• Implement the optimal platform for managing the customer support service.
• Build and coordinate the Help Desk and Customer Response Managers team.
• Define, monitor, and manage team KPIs.

Experience and Skills

• Experience in setting up and administering Zendesk.
• Experience in building KPI systems and managing support team performance.
• Upper-Intermediate (B2) English or higher.
• Experience in implementing and configuring AI chatbots is an advantage.
• Experience working in B2B product support (SaaS is a plus).

We Offer

• Direct reporting to the Head of Business Unit.
• Established customer support resources with opportunities for innovation.
• Hybrid working format.
• Official employment.
• Competitive salary with a fixed base and quarterly bonuses.
• Standard working hours: 9:00 AM — 6:00 PM.

If you are interested in leading the Managed Services function, optimizing customer support processes, and driving service excellence in an international company, we would be happy to meet you.