We are looking for an experienced Customer Operations & Finance Support professional to join our team and play a key role in managing premium enterprise customer accounts within a structured ITIL‑based operations model. This role combines customer service leadership, finance & accounting ownership, and IT service management, making it ideal for someone who enjoys working across functions, engaging with senior stakeholders, and driving operational excellence in a multinational environment. Your role and responsabilities: Create, update, and manage customer data within internal ITIL tools to support end‑to‑end service workflows Own and manage the financial health of customer accounts, including: Monthly Balance Sheet preparation & review Account reconciliations P&L analysis and variance explanations Perform financial analysis and reporting to support business and management decisions Lead customer onboarding and offboarding for SAP ECS accounts, coordinating with cross‑functional stakeholders Work directly with Premium Customers, ensuring a high‑quality, reliable service experience Monitor customer service metrics, analyze trends, and take proactive actions to improve delivery Measure, track, and improve overall customer experience levels Analyze support workflows and propose improvements for efficiency and effectiveness Manage support operations in a 24x5 model, ensuring smooth workload handovers and SLA compliance Develop, document, and maintain Standard Operating Procedures (SOPs) Support management with forecasting, budgeting, and performance tracking vs. plan Lead and support customer service teams through transitions, service introductions, or operational changes Collaborate closely with senior management to