Unicommerce - Lead - Customer Delivery

JD-Customer Delivery Lead

Responsibilities

- Proactively identify additional Professional Services opportunities, working with the customer to define the customer's solution roadmap and subsequently managing the activities to achieve the roadmap milestones

- Partner with business stakeholders to understand, analyze, refine, prioritize, and communicate business needs to ensure that the assigned team fully understands the project scope, objectives, and requirements

- Standardize interventions for each point in the journey

- Identify opportunities for continuous improvement

- Develop artifacts that translate business needs into executable, user-centered requirements - clearly articulating product decisions to business users, product teams, and internal stakeholders

- Serve as a product owner for Customer Success capabilities, transformation programs, and internal-facing products/systems

- Have a firm grasp of technology and the ability to learn every detail of a product to help to troubleshoot and creatively solve problems. You must have a technical background and be familiar with enterprise software and SAAS.

- Possess excellent project management skills and have experience deploying SAAS solutions to customers. You are genuinely driven to ensure customers are successful.

- Demonstrate outstanding interpersonal and communications skills, drive conversations, maintain strong long-term relationships with customers and partners, and pave the way to account expansion.

- This person needs to have a customer-focused mindset and should be able to drive a team towards efficiency and customer satisfaction.

- This person will need to interface with both product and tech team and will act as a gatekeeper of customer requirements.

- Should be analytically sharp to understand the customer feedback and assess the gaps in current solution to enhance the future product roadmap.

Skills :

- Minimum of 3-5 years of experience in customer success, support, or professional services within a software/SaaS environment. Experience in SQL is a plus.

- Strong project management skills with a proven ability to estimate, plan and effectively execute and control projects to deliver agreed upon scope on time within budget

- Exceptional communication skills - able to provide clear & concise guidance through presentations, emails, over the phone, or in person, with a confident, and consultative tone.

- Demonstrated ability to collaborate and build strong relationships with customers especially at the executive and business sponsor levels

- Excellent management skills actively cross-sell/upsell opportunities and cultivate client relationships.