GOS - Technology Client Experience and Success Manager: EMEA

Job Description Summary

Regional Technology Client Care Manager

As the Regional Technology Client Care Manager, you will be primarily focused and responsible for building strong relationships with customers and monitoring their experience with products and services to meet their needs and receive the highest tech ROI possible.

You will be a technology advocate supporting customers as they transition from sales prospects, building close relationships beyond any project or process ownership with the business itself. You will work directly with clients, IT, and business teams to understand and adequately address client concerns and ensure top-class client satisfaction with the technology stack through the account lifecycle.

Being the face and the first point of contact for customers, you will play a fundamental role in client win and retention as well as building the CW brand across the region.

Core Responsibilities

Client Success Enablement

• Manage communication among customers, technology team, and business departments (including client requests and escalations) to ensure smooth and timely information flow.
• Foster customer retention by ensuring a top-tier customer journey.
• Educate and mentor employees on maximizing customer satisfaction techniques.
• Collect and analyze data on a regular basis to improve customer service health.
• Partner with broader regional support teams as a client-focused cohort.

Solution Implementation and Project Management

• Complete comprehensive project plans to manage client initiatives.
• Support contract management process, including preparation of contractual deliverables for technology, key terms, securing IT executive, legal & security input, and approvals.
• Work with clients and account teams to document detailed system features and requirements, develop project scopes and objectives, involving all relevant stakeholders and ensuring technical feasibility.
• Coordinate internal resources and third parties/vendors, ensure availability and allocation for the flawless execution of projects.
• Track project performance, analyze the successful completion of short- and long-term goals, manage project tasks, and delegate appropriately.
• Coordinate SOW development and approval tracking process.
• Perform ongoing project management including maintaining accurate client records with frequent status reports and updates.
• Provide project closeout activities and transition to production support.
• Report and escalate to management as necessary to ensure sponsorship and support of “at risk” projects.

Solution Development for Clients

• Prepare the architectural and data flow diagrams to support the client solution.
• Validate with internal network and engineering resources, security & compliance for any new software, integration, or configuration requiring change management.
• Assist and consult the preparation of RFP response materials, as required.
• Work with the business development point of contact, preparation of transition plans & activities.
• Coordinate the resource requirements, roles & responsibilities for C&W IT, C&W service line & client organizations.
• Validate and finalize account requirements and costs for transition and ongoing support for the clients, as well as working with the overall transition & account leads prior to execution of the client transition.
• Maintain competency in GOS Technology.
• Contribute to the GOS Technology team knowledgebase with best practices, lessons learned, concept, and solutions documents.
• Ability to leverage client applications for demonstration, data modeling, and process development with the client implementation team.
• Provide product roadmap input for improvement of the alignment of the client applications to the business service delivery both current and future.

Business Development

• Conduct research to identify new ways to address client needs.
• Promote the company’s products/services addressing or predicting clients’ objectives.
• Acting as a clients’ SME during pursuit/sales process ensuring account renewal readiness.
• Guiding new and existing customers through the sales funnel.

Qualifications

• Bachelor's degree in Business, Marketing, Technology, or a related field; MBA or advanced degree preferred.
• 5+ years of relevant experience as a Customer Success Manager or similar role.
• Experience working with brand image and promoting value through customer experience.
• Exceptional ability to communicate and foster positive business relationships.
• Technical skills required, as they relate to the use of the product or service.
• Accountability and personal organization.
• Experience in managing a diverse group and training each according to company standards.
• Project Management, ITIL or SDLC. Knowledge of service order, contract, supplier management, procurement, and/or accounting practices to aid in the identification, management, and resolution of technology problems for effective client service delivery.
• Experience in providing SDLC solutions with a focus in supplier management, service requests, contact management, contract management, lease administration, and project management. This is required to understand and meet very detailed process and reporting requirements as they vary across different client verticals (e.g., government, healthcare, corporate, and retail).
• Microsoft Office / 365, including Access, Project, Visio, SharePoint.
• Project Management Methodologies.
• IT Infrastructure Library (ITIL) Foundations / Software Development Lifecycle Management (SDLC).

Skills & Personal Qualities

• Active listening and the ability to determine what customers need.
• Analytical and problem-solving skills.
• Ability to instruct and educate clients on products and services.
• Client-centric approach and demeanor.
• Solution Oriented.
• Strong Organizational skills.
• Ability to set and manage priorities.
• CRE Commercial awareness.
• Team Player with strong collaboration skills.
• Diplomacy.
• Ability to motivate people.
• Ability to prioritize for others and work to stringent project timescales.
• Self-starter.
• Ability to articulate ideas to both technical and non-technical audiences.
• Keen attention to detail.
• Strategic mindset and ability to envision end state and the milestone activities to achieve.
• Clear communications and simplicity; ability to speak the language of business and of technology.
• Conflict Resolution experience.