Customer Success (Delivery/Implemenation Manager)

To lead the team(s) responsible for managing customer engagement(s) and achieve the desired levels of customer satisfaction index. The following is the broad customer engagement model:

Functional

  • Analyze the requirements & map the same into our product/platform
  • Configure/customize the product/platform to suit the requirements
  • Handle customer-specific integrations in line with product/platform specifications
  • Deliver the customized product/platform and implement the same
  • User Acceptance Test (UAT) Sign off and Project Closure
  • Enabling customers to GO LIVE
  • Post-LIVE technical support in line with Service Level Agreements (SLA)

General

  • Effective Project Management, Support/SLA management, Resource/Team Management
  • Internal Coordination with Product Development team(s) to ensure effectiveness of customer engagements
    Ensuring Customer Satisfaction Index to the desired level(s)

Experience

  • 12 to 15 years of experience on multi-dimensional, multi-stakeholder Product/Programme rollouts.

DESIRED SKILLS

  • 4-5 years of implementation lead and project management experience.
  • Proven track records of delivering projects within scope, budget and timeline.
  • Exceptional communication skills to converse with all levels of clients; internal and external.
  • Must be proficient in Project Management Tools like MSOffice; Certification in Project Management could be an advantage
  • Ability to multi-task, manage multiple priorities, and prioritize appropriately to meet project deadlines.
  • Working experience in project execution related risk management

** Travel (local and international), is an integral part of this role.

Skill/Role: Lead
Location: Hyderabad
Experience: 12 - 15

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