Lead Consultant at HirePro
Views:2072 Applications:64 Rec. Actions:Recruiter Actions:29
Customer Success Manager - IT (8-12 yrs)
DESCRIPTION
Job Specifications -
Role: Customer Success Manager
Location: Gurgaon
Experience: 8+ Years
Responsibilities -
- Manage the Offshore Sourcing Governance Service Delivery organization teams of 10-12 contract management professionals at various levels of experience.
Lead implementation and on-going operations either on-shore/Off-shore for existing and new customers and carry out below tasks:
- Partner with the client's contract management team to understand business requirements to implement solution
- Establish working relationship with client's lines of business and other key stakeholders to define requirements
- Assess the client environment and determine how to configure the SM Cloud software for the client and feed this information back to off-shore team for design and execution
- Track and report various work streams delivering contract management services during and post implementation
- Perform thorough quality assurance of deliverables on ensure consistency and quality
- Carry out pre-go live checks and gain client acceptance on system configuration
- Hold governance reviews internally as well as with client stakeholders during and after go-live to report progress made and highlight/mitigate any risks
- Conduct workshops and training sessions with client and supplier stakeholders to enable new system and processes on an ongoing basis
- Lead change management initiatives in consultation with client stakeholders to improve new system/process adoption and closely monitor usage patterns
- Review system performance on a regular basis and raise tickets with support team to resolve proactively
- Track user creation in line with the agreed base in the executed software contract
- Collaborate with product and engineering on new functionality requirement basis client feedback and participate in daily prioritization calls to resolve day to day issues
Skills Required:
a) Functional Skills:
- 8+ years of relevant work experience in contract management, contract compliance domain; exposure to global outsourcing contracts with a consulting firm related to the outsourcing industry, or with a client in a relevant position
- Comprehensive knowledge and experience (5+ years) in contract and/or financial management of global outsourced services as a client or service providers having Strong understanding of different pricing models, such as, managed services pricing models, forecast based spend model
- Ability to understand and manage risk arising out of outsourcing contract based obligations and deliverables with Exposure on transformation aspects including shared services, operational improvement and outsourcing/offshoring.
- Strong interpersonal, analytical, problem-solving and organizational skills
- Excellent business judgment
- Ability to bring consultative approach and value propositions to the clients based on as is assessment of client/supplier business environment
- An understanding of global corporate contract and/or financial practices - including drivers of process costs, ability to work with service providers to ensure effective commercial solutions and relationships, and agreed upon service level agreements.
- Delivery management experience, including managing teams at all project phases, successful client relationship management and project oversight.
- Strong presentation, verbal and written communication skills with the ability to articulate complex ideas in easy to understand business terms to all levels of management.
- Hands-on user experience in contract management or supplier management software.
b) Technical Skills:
- 3-5 years recent experience in complex software implementations including client environment assessment, requirements gathering, software configuration and testing.
- Experience in contract management, supplier management, performance management and financial systems a plus.
- User training development and delivery.
- Test plan development.
- Software implementation project management.
- Experience in a SaaS or Cloud environment a plus.
- Experience in working with offshore resources.
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.