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Sr. Customer Success Leader

Job Description

TEKsystems Global Services® is part of TEKsystems, the leading IT services and staffing company in North America. TEKsystems Global Services provides a continuum of services ranging from engagement management to full outsourcing for applications, infrastructure and learning solutions. As a services provider, we leverage our talent management strengths to extend the business value of our client partnerships and deliver measurable business and IT outcomes.
TEKsystems Global Services is a fast-paced, growing organization with a dynamic and diverse work environment. Our strong culture is embodied by our core values- relationships, commitment, serving others and open communication. Our values guide our hiring decisions and shape how we make a meaningful impact in the IT market. We have an immediate opening for a Sr. Customer Success Leader.

Sr. Customer Success Leader position is a leadership position in the organization in which the individual may be responsible for managing one customer or a small book of business (i.e. geography based) while managing 1-3 Delivery Managers. Alternatively, Sr. Customer Success Leader may be responsible for these same duties for a very complex, large scale program or engagement with high demands around deliverables, SLAs, or technology/practice acumen. When management duties are involved, responsible for the guidance and mentorship of a team of delivery managers based in a region or practice area. The Sr. Customer Success Leader provides delivery assurance of application services for clients through a range of internal and external functions in the following areas: Solution Delivery, Account Management, Service Design Maintenance, Project Management and Resource Management responsibilities. This role may require up to 50% travel.

Key Accountabilities and Priorities:

Solution Delivery

• Gain a clear understanding of customers' business requirements and their technical requirements.
• Validate the approach and solution design proposed by collaborating with customers and stakeholders to manage their expectations and resolve business issues in a timely manner.
• Facilitate internal communication and assembling a solution delivery team for new engagements.
• Consolidate project status and budget information across project portfolio.
• Track, manage and report on deliverable attainment and/or SLA (Service Level Agreement) performance.
• Lead, manage, and collaborate with TEKsystems internal employees and stakeholders located in near shore, offshore, or domestic delivery centers and the practices to ensure engagement success.
• Ensure project managers manage risk, project scope, and deliver according to the terms and conditions of our contracts.
• Ensure escalation procedures are documented and communicated to client, consultants, and managers.
• Implement knowledge management strategy and communicate process and procedures.
• Perform issue management and facilitate issue resolution with proper notification to all affected parties.
• Identify and coordinate the change control process, identifying areas of efficiencies and consistencies among engagements
• Establish an environment of continuous improvement and leverage the TEKsystems value framework to engage the customer in a way that brings additional value to the customer and secures renewals and extensions.


Account Management

• Partnership with Business Development Manager (BDM)
• Perform periodic customer, project, and solution 'health checks' with client project teams.
• Ensure customer reference-ability and support on-going relationships.
• Define and implement a Communication Plan that meets project and customer expectations.
• Develop and execute an Account Strategy in collaboration with internal stakeholders.

Service Design and Maintenance

• Collect and provide input into the design, development, implementation and improvement of service offerings and internal processes.
• Work with shared services groups to improve and implement changes to project delivery processes, methodology, and back office procedures.

Project Management
• Manage expectations for start date, schedule and ramp up time frame.
• Complete New Project Information Systems (NPIS) process.
• Ensure knowledge transfer from solution team to delivery team.
• Ensure project team requirements are communicated and team is established.
• Work closely with Project Management Office/Service Management Office and Global Practice Managers to assign delivery manager and team members.
• Ensures kick off and Project Management Life Cycle compliance throughout the engagements.

Business Support and Development
• Proactively develop and maintain relationships with project sponsors and stakeholders.
• Maintain an awareness of customer satisfaction through communication with customer and team.
• Assist with mining additional opportunities based on intelligence gathered from the project team.
• Conduct informal customer satisfaction surveys.
• Assist Global Services in delivering formal customer satisfaction survey (who & when).
• Maintain a big picture awareness of other TEKsystems projects and potential best practices that may be applied or shared.

Resource Management Responsibilities

• Understand and manage customer requirements (deliverables and environmental factors) to ensure contract compliance and customer satisfaction.
• Ensure engagement methodology is followed by team from opportunity assessment to project closeout.
• Financial and contractual responsibility for engagements profitability.
• Explore additional business opportunities and drive future business through quality results.
• Ensure Service Management Office project management methodology is followed on all client engagements.
• Responsible for effective personnel management, development and mentorship of delivery manager team.
• Mentor, manage and develop project team members.
• Conduct mid-year, annual reviews and provide feedback throughout the year on employee performance where required.
• Ensure Human Resources policies and procedures are communicated and executed according to internal and consultant HR policies.
• Effectively manage resources to ensure that operational costs are in line with revenue and profitability while maintaining coverage for upcoming projects.


Required Education and/or Experience:

• Bachelors Degree in CS/IT/IS (or related field)
• 10+ years experience in information technology and/or professional services.
• 7+ years in IT service management/project management providing project management and daily operational oversight within a professional services delivery environment.
• Strong business acumen with the ability to develop a business case, to gather business requirements, and translate them into a customer solution when required.
• Experience managing, delivering and administrating client professional services agreements including the change management process.
• 5+ years of Business Intelligence, ETL or Big Data experience.
• 5+ years of application development experience.
• Proficient in either Jira or TFS, or similar technology.
• Excellent experience with MS Office (Excel, Word, PowerPoint).
• Breadth of knowledge in different Data technologies like Oracle, Microsoft, Informatica, Tableau and AWS.
• Agile project management experience is a plus.

Requisite Abilities and/or Skills:

• Excellent oral and written communication skills (English language), analysis and problem solving skills as well as excellent time management and organizational skills.
• Ability to lead and manage 3-5 direct reports; superior people and personnel management skills.
• Demonstrated advanced project data/ risk analysis and correlation/ mitigation skills.
• Problem solving capabilities, strong analytical skills, flexible and able to handle multiple initiatives concurrently.
• nderstand business processes, be a detailed-oriented person and quickly grasp new concepts.
• Strong presentation skills.
• In depth understanding of Services Outsourcing, PMI PMBOK. PMP certification a plus.
• Certified as a Scrum Master or certified Product Owner is a plus.
• Demonstrated consultant attitude and leadership skills.
• Excellent oral and written communication skills.
• Analysis and problem solving, strong analytical skills.
• Excellent time management and organizational skills.
• Flexible and able to handle multiple initiatives concurrently.
• Great experience in customer relationship management.
• Able to work in a diversified environment.
• Fast Learner.
• Proactive attitude.
• Personnel management skills.
• Strong business acumen with the ability to develop a business case, to gather business requirements, and translate them into a customer solution when required.
• Very good inter-personal skills to effectively interface with customers, team members, and other colleagues.
• Demonstrated advanced project data/ risk analysis and correlation/ mitigation skills.
• Ability to travel within the US, Canada and India, may need to travel up to 50% or when needed; average 25% (minimum expected is 25%).




About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.



The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888 472-3411 or email accommodation@teksystems .com for other accommodation options.

Job Requirements

 

Job Snapshot

Location US-MD-Hanover
Employment Type Full-Time
Pay Type Year
Pay Rate N/A
Store Type IT & Technical
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Company Overview

TEKsystems, Inc

We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company. Learn More

Contact Information

US-MD-Hanover
Jane Moran
6102303819
Snapshot
TEKsystems, Inc
Company:
US-MD-Hanover
Location:
Full-Time
Employment Type:
Year
Pay Type:
N/A
Pay Rate:
IT & Technical
Store Type:

Job Description

TEKsystems Global Services® is part of TEKsystems, the leading IT services and staffing company in North America. TEKsystems Global Services provides a continuum of services ranging from engagement management to full outsourcing for applications, infrastructure and learning solutions. As a services provider, we leverage our talent management strengths to extend the business value of our client partnerships and deliver measurable business and IT outcomes.
TEKsystems Global Services is a fast-paced, growing organization with a dynamic and diverse work environment. Our strong culture is embodied by our core values- relationships, commitment, serving others and open communication. Our values guide our hiring decisions and shape how we make a meaningful impact in the IT market. We have an immediate opening for a Sr. Customer Success Leader.

Sr. Customer Success Leader position is a leadership position in the organization in which the individual may be responsible for managing one customer or a small book of business (i.e. geography based) while managing 1-3 Delivery Managers. Alternatively, Sr. Customer Success Leader may be responsible for these same duties for a very complex, large scale program or engagement with high demands around deliverables, SLAs, or technology/practice acumen. When management duties are involved, responsible for the guidance and mentorship of a team of delivery managers based in a region or practice area. The Sr. Customer Success Leader provides delivery assurance of application services for clients through a range of internal and external functions in the following areas: Solution Delivery, Account Management, Service Design Maintenance, Project Management and Resource Management responsibilities. This role may require up to 50% travel.

Key Accountabilities and Priorities:

Solution Delivery

• Gain a clear understanding of customers' business requirements and their technical requirements.
• Validate the approach and solution design proposed by collaborating with customers and stakeholders to manage their expectations and resolve business issues in a timely manner.
• Facilitate internal communication and assembling a solution delivery team for new engagements.
• Consolidate project status and budget information across project portfolio.
• Track, manage and report on deliverable attainment and/or SLA (Service Level Agreement) performance.
• Lead, manage, and collaborate with TEKsystems internal employees and stakeholders located in near shore, offshore, or domestic delivery centers and the practices to ensure engagement success.
• Ensure project managers manage risk, project scope, and deliver according to the terms and conditions of our contracts.
• Ensure escalation procedures are documented and communicated to client, consultants, and managers.
• Implement knowledge management strategy and communicate process and procedures.
• Perform issue management and facilitate issue resolution with proper notification to all affected parties.
• Identify and coordinate the change control process, identifying areas of efficiencies and consistencies among engagements
• Establish an environment of continuous improvement and leverage the TEKsystems value framework to engage the customer in a way that brings additional value to the customer and secures renewals and extensions.


Account Management

• Partnership with Business Development Manager (BDM)
• Perform periodic customer, project, and solution 'health checks' with client project teams.
• Ensure customer reference-ability and support on-going relationships.
• Define and implement a Communication Plan that meets project and customer expectations.
• Develop and execute an Account Strategy in collaboration with internal stakeholders.

Service Design and Maintenance

• Collect and provide input into the design, development, implementation and improvement of service offerings and internal processes.
• Work with shared services groups to improve and implement changes to project delivery processes, methodology, and back office procedures.

Project Management
• Manage expectations for start date, schedule and ramp up time frame.
• Complete New Project Information Systems (NPIS) process.
• Ensure knowledge transfer from solution team to delivery team.
• Ensure project team requirements are communicated and team is established.
• Work closely with Project Management Office/Service Management Office and Global Practice Managers to assign delivery manager and team members.
• Ensures kick off and Project Management Life Cycle compliance throughout the engagements.

Business Support and Development
• Proactively develop and maintain relationships with project sponsors and stakeholders.
• Maintain an awareness of customer satisfaction through communication with customer and team.
• Assist with mining additional opportunities based on intelligence gathered from the project team.
• Conduct informal customer satisfaction surveys.
• Assist Global Services in delivering formal customer satisfaction survey (who & when).
• Maintain a big picture awareness of other TEKsystems projects and potential best practices that may be applied or shared.

Resource Management Responsibilities

• Understand and manage customer requirements (deliverables and environmental factors) to ensure contract compliance and customer satisfaction.
• Ensure engagement methodology is followed by team from opportunity assessment to project closeout.
• Financial and contractual responsibility for engagements profitability.
• Explore additional business opportunities and drive future business through quality results.
• Ensure Service Management Office project management methodology is followed on all client engagements.
• Responsible for effective personnel management, development and mentorship of delivery manager team.
• Mentor, manage and develop project team members.
• Conduct mid-year, annual reviews and provide feedback throughout the year on employee performance where required.
• Ensure Human Resources policies and procedures are communicated and executed according to internal and consultant HR policies.
• Effectively manage resources to ensure that operational costs are in line with revenue and profitability while maintaining coverage for upcoming projects.


Required Education and/or Experience:

• Bachelors Degree in CS/IT/IS (or related field)
• 10+ years experience in information technology and/or professional services.
• 7+ years in IT service management/project management providing project management and daily operational oversight within a professional services delivery environment.
• Strong business acumen with the ability to develop a business case, to gather business requirements, and translate them into a customer solution when required.
• Experience managing, delivering and administrating client professional services agreements including the change management process.
• 5+ years of Business Intelligence, ETL or Big Data experience.
• 5+ years of application development experience.
• Proficient in either Jira or TFS, or similar technology.
• Excellent experience with MS Office (Excel, Word, PowerPoint).
• Breadth of knowledge in different Data technologies like Oracle, Microsoft, Informatica, Tableau and AWS.
• Agile project management experience is a plus.

Requisite Abilities and/or Skills:

• Excellent oral and written communication skills (English language), analysis and problem solving skills as well as excellent time management and organizational skills.
• Ability to lead and manage 3-5 direct reports; superior people and personnel management skills.
• Demonstrated advanced project data/ risk analysis and correlation/ mitigation skills.
• Problem solving capabilities, strong analytical skills, flexible and able to handle multiple initiatives concurrently.
• nderstand business processes, be a detailed-oriented person and quickly grasp new concepts.
• Strong presentation skills.
• In depth understanding of Services Outsourcing, PMI PMBOK. PMP certification a plus.
• Certified as a Scrum Master or certified Product Owner is a plus.
• Demonstrated consultant attitude and leadership skills.
• Excellent oral and written communication skills.
• Analysis and problem solving, strong analytical skills.
• Excellent time management and organizational skills.
• Flexible and able to handle multiple initiatives concurrently.
• Great experience in customer relationship management.
• Able to work in a diversified environment.
• Fast Learner.
• Proactive attitude.
• Personnel management skills.
• Strong business acumen with the ability to develop a business case, to gather business requirements, and translate them into a customer solution when required.
• Very good inter-personal skills to effectively interface with customers, team members, and other colleagues.
• Demonstrated advanced project data/ risk analysis and correlation/ mitigation skills.
• Ability to travel within the US, Canada and India, may need to travel up to 50% or when needed; average 25% (minimum expected is 25%).




About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.



The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888 472-3411 or email accommodation@teksystems .com for other accommodation options.

Job Requirements

 
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