DirecciónJob Description
Provides leadership and direction to Professional Services client, product, implementation and consulting support functions. Manages business, service and technical support in a manner that ensures a best-in-class client experience. Leads efforts to optimize product and service performance and help clients achieve new levels of business success. Ensures that client, product and service issues are diagnosed and addressed rapidly and effectively. Leads efforts to uncover the root cause, develop systemic solutions and build sustainable models for client and product support. Works collaboratively with DN engineering, product, delivery and other leaders to ensure an aligned and integrated approach to Professional Services delivery.
Responsibilities
- Provides clear direction to an assigned staff of Professional Services personnel.
- Team members may be within or across any number of Professional Services areas.
- If the role is client facing: Handles client engagement activity for a defined set of clients / accounts, setting and communicating clear expectations for work outcomes and team performance.
- Works with client stakeholders to understand business challenges and expectations about DN products, service levels and engagement priorities.
- Takes the lead role for managing relationships with larger, more critical clients.
- Engages internally to establish and structure client support processes on a client-by-client basis, leading and influencing multi-functional DN teams to support existing and prospective client needs.
- Leads or co-leads solution development, project definition, delivery, integration and ongoing service provision.
- Monitors client engagement touch points, working with clients and end users to understand and resolve issues.
- Contributes to planning and estimating budget, participant and resource requirements for short-, medium, and long-term efforts.
- Handles team recruitment, proactively addressing attrition and ensuring adequate bench strength for current and anticipated activity.
Qualifications
Required Qualifications
- Bachelor's Degree or equivalent work experience required.
- Typically has 6-8 years of experience in Professional Services and typically 0-2 years leadership experience.
- Fluent business English skills (Written and spoken).
Job Info
- Job Identification 10780
- Job Category Technology Solutions
- Posting Date 02/09/2024, 09:58 PM
