Customer Success Manager - IT

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.