This position is with client who is a leading international provider of enterprise-class, cloud-enabled hosting, managed applications and services for outsourcing IT infrastructure
Position : Client Success Manager
The individual will have specific accountability for the Client management, change request process, overall scope management and environment stability for enterprise clients. This includes: ? Effectively managing program(s) through development of robust schedules, change control, and risk mitigation. ? Harnessing your consulting skills in a culture that promotes opportunities to provide thought leadership. ? Identify opportunities to salvage processes, services and technologies. Ensuring documentation is complete and accurate for use in the design, implementation, and operations life cycle. ? Owning the long term as well as the short term growth strategy of the account base. ? Promote a culture that values Client satisfaction over everything else. ? Provide strategic thought leadership for future direction. ? Technical client architecture/environment review. ? Transform technical data from monitoring and other metrics into action plans for the betterment of the client services. ? SLA Management (Thoroughly understand Client?s contract and client's commitments under that contract).
Key Job Responsibilities:
? Collaborate with the Managed Hosting Cloud and client's Services functional groups and individuals to set objectives & goals, understand scope and dependencies.
? Coordinate with Program/Project Managers as appropriate to ensure the plans are integrated and synchronized with all the team members to provide reasonable assurance that projects are successfully delivered.
? Ensuring all projects in the account base meet the defined guidelines of governance, standards and best practices.
? Identifying opportunities in the current engagements to offer new services.
? Lead the Quarterly Business Review meetings.
? Owning the long term as well as the short term growth strategy of the account(s).
? Participate in internal planning activities to develop schedules and align resources for projects and support activities.
? Proactively identify, manage, and communicate issues and risks, escalating as appropriate to Senior Management.
? Serve as a primary point-of-contact for Client satisfaction and act as the liaison between the clients, sales and other functional Managed Hosting as well as Cloud Services groups.
? Showcasing a consulting mindset by acting as a solution provider rather than an order taker.
? Understand the Client?s needs and make suggestions that will have a positive impact on the Clients and improve on Client satisfaction.
? Find opportunities to bring in automation/orchestration in order to enhance client service experience.
? Bachelor?s degree and demonstrated prior Account/Service Management experience.
? 7+ years of Information Technology experience (Data Center Operations preferred).
? Technical Support Management or Project Management experience. Managed Services expertise, particularly: Managed hosting, Cloud Computing, Windows/Unix environments, databases, SAN/storage, disaster recovery planning, security, enterprise applications, Automation/Orchestration and messaging solutions.
? Excellent organizational, planning, problem solving, project management skills.
? Demonstrates a positive attitude and energy.
? Self-motivated, excellent work ethic, goal oriented and strong team player.
? Strong written and oral communication skills.
? The ability to multitask and manage multiple projects or accounts simultaneously in a globally distributed delivery setup.
? Strong facilitation skills. Ability to drive technical meetings with the clients and also with the executives.
? Strong decision making skills.
? The ability to analyze, think innovatively, adapt and drive new best practices.
? The ability to farm the account through relationship management.