- Hiring from
- Tunisia
- Work type
- Remote
- Posted
621,998 remote jobs, straight from company career pages
100% free · New jobs every minute
Show job descriptionHide job description
About Us
At Medius, we believe managing finance should be about strategy, not stress. That same mindset shapes not only the solutions we build, but also the culture we create for our people. We remove complexity, embrace innovation, and give our teams the freedom to focus on what truly matters — whether that’s transforming the future of finance with AI or finding balance to go home on time.
Founded in Sweden in 2001, Medius has grown from a local startup into a global leader in cloud-based spend management solutions. Today, thousands of organizations worldwide trust us to simplify accounts payable and spend management processes. Our journey has been driven by continuous innovation, a passion for technology, and above all — the people who make it happen.
We’re more than a software company. We’re a team of problem-solvers, innovators and collaborators working together to reinvent the category of accounts payable. Our solutions use Artificial Intelligence to eliminate manual work, bring clarity, confidence, and control, and empower finance teams of the future.
At Medius, our values guide how we work and grow together:
Connect – We believe in the power of people—individually and collectively—and our success depends on understanding and respecting each other. We appreciate that ‘empowering finance teams of the future’ is an exciting endeavour, and we share it with everyone around us.
Question – We enjoy the challenge of our work and the thrill of collaboration. We are not afraid to question ourselves and each other because we believe diverse perspectives can lead to better outcomes and that there is great power in resolution.
Own – We are thorough, thoughtful, and decisive. We anticipate what’s next, what a customer might need, and then we deliver. That’s how we get things done. And that’s how we remain a leader. Customers trust us to do our job so that they can focus on what they do best.
At Medius, you’ll join a diverse, global community where curiosity is celebrated, ideas matter, and innovation never stops. If you’re passionate about technology, eager to make an impact, and ready to grow alongside a team that lives its values, Medius is where you can do your best work — your impact is global.
Learn more at www.medius.com
Job overview
The Service Engagement Manager owns the end-to-end lifecycle of customer service order requests, from intake through scoping, quotation, delivery and billing. You will make sure requests are triaged and resourced quickly, work is delivered to a high standard, and customers receive professional, timely communication throughout.
Responsibilities and Duties
Queue and demand management
Own the Customer Service order request queue, ensuring every request is actioned and has a clear owner.
Review, classify and prioritise incoming tickets by type, urgency, customer impact and commercial value.
Estimate the effort and skills required for each request, working with technical leads where needed.
Customer engagement and commercials
Communicate scope, timelines and next steps to customers promptly and clearly.
Prepare and issue accurate, well-scoped quotations for service orders, following internal approval policy.
Manage customer expectations on change requests, delays and scope clarifications.
Ensure all customer correspondence, whether written by you or your team, is professional, accurate and sent within agreed response times.
Resource and delivery management
Allocate service orders to consultants based on skills, availability and utilisation targets.
Request and negotiate resources from other teams and managers where demand exceeds your own capacity.
Monitor work in progress, remove blockers and escalate risks early.
Line manage direct reports, supporting their performance, development and wellbeing.
Project and billing governance
Create and maintain projects in CloudCoach, our PMO tool, keeping budgets, tasks, time and status accurate and current.
Ensure time is booked correctly and billing is complete, accurate and up to date, with no unbilled or delayed work.
Track quoted vs. actual effort and feed variances back into better estimating.
Reporting and continuous improvement
Report on queue volumes, response times, backlog ageing, quote conversion, utilisation and billing status.
Provide regular updates to the Senior Manager on delivery performance, risks and resourcing needs.
Identify recurring request types and propose process, template or knowledge improvements.
Qualifications
Mandatory
Stakeholder management skills, with the ability to engage, influence and manage expectations of customers, colleagues and senior leaders.
Essential
Project management skills, including planning, tracking, risk management and delivery to budget and timeline.
Communication skills: excellent written and verbal communication, with the ability to manage customer expectations tactfully.
Proven experience in service delivery, professional services or customer service management in a B2B or software environment.
Strong estimating, scoping and quoting skills.
Experience managing a request queue and allocating work across a team, including people outside your direct line.
Line management experience, or clear readiness to step into it.
Strong attention to detail, particularly around time tracking and billing.
Working knowledge of PMO/PSA tools (CloudCoach or similar).
Fluency in English and French, both written and spoken.
Location and Working Conditions
This position is full-time and based in Tunis, Tunisia. Most work is desk-based, but some travel to client sites may be required.
What We Offer
• Daily Dining Delights: Enjoy up to 160 TND/month budget for meal vouchers.
• Healthcare Insurance: Comprehensive medical insurance for you and your direct family (spouse & children).
• Stay Fit and Active: We sponsor up to 300 TND/year for your gym membership.
• Easy Commutes: We reimburse your transportation, offering up to 200 TND each month.
• Continuous Learning: Access to LinkedIn Learning, role-specific trainings, & our internal English language coaching sessions.
• Employee Referral Program: Recommend future colleagues and receive a referral bonus as a token of appreciation.
• Time to Recharge: Enjoy 25 days of paid annual leave + 1 extra day off for your birthday! + 5 days sick leave
• A Warm Welcome: You'll get a cool welcome pack, including all the IT equipment and essentials you need to get started.
Our entrepreneurial culture will give you the opportunity to influence our direction and your career while having the stability, benefits, and career possibilities of a global company, working with both domestic and international clients. We offer you a challenging position in a fast-growing company with strong financial ownership and a clear vision.
Medius is committed to fair and equitable compensation practices.
Actual compensation will be determined based on several factors, including but not limited to relevant skills, experience, qualifications, certifications, internal equity, and the geographic location in which the role is performed. Compensation may vary for roles performed in different locations due to differences in the cost of labour.
The total compensation package for this position may also include eligibility for variable compensation (such as a performance bonus or commission), benefits, and/or participation in other incentive or benefit plans, in accordance with the terms of the applicable plans. Benefits may include medical, dental, and vision coverage, paid time off, and retirement benefits, subject to eligibility requirements.
Medius is an equal opportunity employer. We are committed to providing equal employment opportunities to all qualified applicants and employees, without regard to race, colour, religion, sex (including pregnancy, sexual orientation, and gender identity or expression), national origin, ancestry, age, disability (physical or mental), genetic information, medical condition, marital status, citizenship or immigration status, military or veteran status, or any other characteristic protected by applicable federal, state, or local laws.
If you require a reasonable accommodation due to a disability or for religious reasons during the application or interview process, please review our accommodations process.
