Manager, Customer Success - Client Services Principal
CurrentPromoted by the Service Management Leadership Team to Develop, Deliver and Lead a brand-new Service Delivery team model utilizing an International Team of Enterprise Level Service Management Executives. Working as an advocate for our customers within Operations, Sales, Product and Engineering Teams. The new model optimizes the repetitive tasks of IT Service Delivery to Streamline the workload and leave more time for Value-add activities benefiting our clients. Key Roles and… Show more Promoted by the Service Management Leadership Team to Develop, Deliver and Lead a brand-new Service Delivery team model utilizing an International Team of Enterprise Level Service Management Executives. Working as an advocate for our customers within Operations, Sales, Product and Engineering Teams. The new model optimizes the repetitive tasks of IT Service Delivery to Streamline the workload and leave more time for Value-add activities benefiting our clients. Key Roles and Responsibilities: ● Oversee the most complex, business-critical customer experience/loyalty initiatives, with a focus on responsibility for building customer loyalty as a key element of the enterprise’s long term growth strategy● Establish deep partnerships with key internal stakeholders across the business and create cross-functional processes that enable a consistent and connected experience for customers● Partner with Sales VPs/Managers to develop opportunities to exceed milestone targets in select doors. Align with regional management to gain support● Drive the creation of business models, communications, policies and process improvements to produce business strategies that achieve results for the organization in alignment with the brand, customer experience and business objectives● Document and understand the customer’s current, future / desired state, business goals and challenges, capabilities, and IT investments● Accountable for identification of critical business opportunities (both short and long term) that enable transformational change across the enterprise● Develop highly productive customer relationships and become a Trusted Advisor by providing thought leadership to help shape and grow our value to the customers.Delivering improved service metrics as measured in reduced ticket aging and open tickets overall. Show less
