Team Lead for Customer Engagement, driving client re - engagement and leading a small team towards strategic goals in customer success.
About the role
- Manager, Client Success overseeing key projects and service delivery for strategic clients at Long View.
Responsibilities
- Work with the service delivery team to ensure service delivery meets the expectations of our enterprise clients
- Monitor, control and support service delivery ensuring systems, methodologies and procedures are in place and followed
- Work with the recruitment team to create accurate job requirements and collaborate throughout the hiring process to achieve successful and high-quality hires
- Ensure that new team members are properly on-boarded and role expectations are clearly understood
- Remove barriers and roadblocks to help team members complete their work
- Facilitate a constructive and supportive quarterly Career Life Planning (CLP) experience
- Act as the owner of the change and escalation processes, ensuring high levels of performance, reporting accuracy and establishing delivery improvement activities when required
- Ensure accurate forecasting
- Attention to and tracking of timesheets, vacation requests, and training
- Consistent, effective reporting on your business
- Manage your team’s utilization and work with the resource management team to meet current project resource demands and plan for future growth in client projects
- Act as a Long View ambassador, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments
- Drive solution innovation within your team aligned to client and market demands
- Effective engagement with Account Teams to support client requirements
- Point of escalation for clients
- Establish and maintain strong relationships with key clients in order to understand their business and how to best support them
Requirements
- 15+ years of experience in a consulting or professional services environment, with 10 of those years being in a managerial role that included full financial accountability
- Proven experience in leading IT professional services delivery: managed IT services, business transformation, security, and cloud adoption across all major public cloud providers
- An understanding of Agile projects, enterprise architecture frameworks (TOGAF, Zachman)
- Expertise to guide clients through ERP implementations (MS Dynamics 365), from analysis and design to deployment and ongoing improvement
- Exceptional leadership with proven ability to lead large teams and the willingness to mentor junior staff
- Strong financial acumen, with experience managing complex budgets in excess of $8MM annually
- Passionate about customer satisfaction and service improvement
Benefits
- Great people and culture
- Interesting work – Be part of exciting projects while accessing all the latest technologies
- Flexible environment – A workplace that values the importance of flexibility for personal/professional growth, happiness and wellness
- Fun is one of our core values
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Tech skills
Location requirements
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