GEP - Director - Customer Experience Team

Business Line/Function : TSO

Position/Title Director : CET

Job Location : Airoli, Navi Mumbai, India

Years of Experience Required : 18+ years

Skills & Competencies Required:

Primary Skill (Must):

- Good Communication

- Customer management Skills

- Ability to document action items correctly and drive them to closure

- Willingness to drive things to closure irrespective of the odds

- Ability to liaise with various internal teams.

Secondary Skills (Preferred):

- Comprehend business problem, solution as needed and present itto the customer

Behavioral Skills:

- Team Player

- Quick learner

- Adaptable to changes in technology

- Should be able to work with teams of varying nature

- Should be open for flexible work hours

Role Description (Roles & Responsibilities):

- Act as a Technical/Functional Consultant to the Customer Success Manager for allocated set of 10-12 accounts. Collaboration with customer success manager for QBR providing data & operational insight.

- Manage Steady-State Accounts after a systematic Knowledge Transfer from the Implementation team based on hand-off criteria including but not limited to formal sign offs by client on the implementation, list of open issues etc.

- Knowledge on release-to-release knowledge of S2P Products & corresponding operational benefits to customer.

- Partnering with PMG in feature design process to bring in perspective from customers business processes (Usability Analysis, etc.)

- Proactive monitoring & reporting of - Operational Health Metrics (Adoption, SLA reports, CSI) to internal and external stakeholders to help identify and mitigate risks

- Driving/Coordinating RCAs & High severity issues with close collaboration with PMG, Engg & CST with day-to-day monitoring & updates on Incident and Problem SLAs.

- Facilitate Change enablement for major features with proactive Customer Trainings, Webinars, workshops, collateral, etc.

- Project Manage the execution of Change Requests (along with a team of Ops Analysts/Sr. Analysts and/or the CIT team)

Customer Focus:

- TAM co-owns the responsibility of customer satisfaction with the CSM, during the lifecycle of the customer relationship.

- Provide solutions wherever feasible, from the perspective of SMART

- TAM along with CSM will act as a liaison between the customer and various groups within GEP such as Technical Support, Sales, Engineering, and Product Management

- Possesses ability to learn to be conversant in features, functionality and applicability of the entire SMART by GEP suite including Sourcing, Contract Management, Supplier Management as well as Procure to Pay

- Builds solution, customer, and industry knowledge by leveraging the appropriate resources (internally at GEP and externally at the client)

Teamwork:

- Executes with minimal guidance and shows strong initiative

- Maintains regular communication with the CSM (e.g., via calls or emails) to drive retention & Referenceability.

- Proactively collaborates with manager and teammates to anticipate and respond to issues that could impact CSAT.