Digisap Solutions

Operations

• Structure, optimize and industrialize all customer operations
• Contribute to the continuous improvement of service quality
• Drive customer activation and retention, and enhance team effectiveness
• Ensure ownership of processes, tools and execution quality
• Centralize and analyze customer feedback
• Produce recommendations for Product and Marketing teams
• Administer and optimize support and customer relationship tools
• Train Customer Success teams on processes and tools.

Customer Operations Manager, SaaS

Customer Success Manager

• Train and support users in adopting our products and services
• Proactively manage a portfolio of clients to encourage engagement and retention
• Identify churn risks and implement appropriate preventive measures
• Handle complaints and cancellation requests with diligence and professionalism
• Monitor the customer experience and analyze key performance indicators
• Report customer feedback and propose continuous improvement initiatives

Customer Success

IT Support

• Manage and maintain the IT estate
• Inventory and track the entire IT estate (PC, Mac, Linux, peripherals, software)
• Monitor hardware condition (replacement, repair, updates)
• Participate in planning equipment refresh cycles
• Maintain technical documentation for the estate and performed interventions
• Prepare, configure and deploy workstations (primarily PC, Mac, Linux)
• Install and configure operating systems (90% Windows) and required software
• Apply system updates and security patches
• Standardize configurations to streamline deployment and maintenance
• Install, update and uninstall business and office applications
• Manage licenses and ensure compliance
• Provide first-level technical support to users
• Diagnose and resolve hardware and software incidents

Customer Operations Manager, SaaS

Customer Success

IT Technician, Systems and Networks