This role focuses on keeping clients satisfied with the company's services through managing projects, fixing any reliability issues, tracking service metrics, managing budgets and leading teams responsible for these services to clients.
• Manage customer accounts world-wide
• Deliver cloud transformation projects within timelines included in SOW
• Create/Support SOWs and proposals
• Manage team; mentor technical staff; hire and grow team
• P&L Management
• C-SAT Score
• Document standard operating procedures with appropriate controls to ensure smooth delivery
• Document, evangelize and execute best practices on projects
• Manage client deliverables like project schedules; standard estimation; risk mitigation; documentation etc.
• Facilitate and run weekly, monthly, and quarterly customer meetings; create reports, review reports internally before publishing to end customer
• Build cordial relations with customer point of contact; help support account mining
• Create and publish metrics to measure project delivery effectiveness
• Provide leadership to team to solve complex problems round the clock
• Support sales/pre-sales initiatives and travel as and when necessary
• Assign personnel to various activities/projects & maintain a capacity plan
• Implement controls/procedures to protect information related to customers, suppliers, vendors etc.
• Proven experience managing clients globally; building relationships and driving projects to success
• Should possess strong problem solving and analytical skills
• Past experience in consistent incorporation of best practices and standards in delivery
• Proven experience delivering customer reports and tracking metrics
• Experience planning and allocating resources
• Experience laying out Quality standards and metrics
• Experience in consistently measuring customer satisfaction
• Experience managing risks and mitigating them
• Ability to lead teams, motivate teams and retain team members
• Excellent communication (verbal and written) & interpersonal skills able to influence customer stakeholders
• Team player & ability to work proactively, provide directions to the team & take technical decisions with minimal supervision
Notice Period should be 30 Days...