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Customer Experience Lead
DH Corporation
Plano, TX, United States
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How will you contribute?
Work directly with assigned Finastra clients and across Finastra functions, contributing to the overall delivery of software and services to ensure a world class customer experience.
Decision Making & Authority
The Customer Experience Manager is a key point of contact for the customer within the Finastra organization and works closely with the project and program managers at the client and within Finastra, related lines of business leads to ensure service delivery, proactively escalating challenges that would negatively affect service delivery and take ownership and drive to meet client deadlines, tracking internal progression and managing customer expectations.
The Customer Experience Manager proactively works to ensure customer satisfaction in all phases of the application life cycle: Production BAU, GA software deployment, PS implementation and upgrade projects Partner delivery and governance and .customer DIY projects
In progression of agreed deliverables and services, the Customer Services Deliver Manager will work closely with the Customer Support, Professional Services, Product Management, Development and Account Management teams to build and apply relevant improvement plans and to identify commercial opportunities, liaising with the Sales organization as appropriate in respect to execution.
Key Relationships
• Assigned Client’s Management Team(s)
• Finastra Customer Services Management team
• Finastra Customer Advocates
• Finastra Customer Escalations team
• Finastra Product Management
• Finastra Product Development and L3 Managers
• Finastra Professional Services Project Management team
• Finastra Sales / BSG
Key Responsibilities and Deliverables
For assigned clients:
• Accountability and responsibility for client retention and satisfaction through establishing and maintaining service excellence; contributing to the achievement of agreed client goals and managing expectations accordingly; building and nurturing a relationship built on transparency, respect and trust.
• Proactively co-ordinate, prioritize and align services and resource requirements with delivery area owners; identifying and communicating delivery risk.
• Identify and manage areas where the client has expectations that are misaligned with their contract / Finastra policy and work to gain re-alignment.
• Provide leadership and ownership and manage the delivery of service from delivery units in a service partnership, building and nurturing a relationship built on transparency, respect and trust. as ‘One Service Team’ with the customer.
• Report internally, as agreed, deliverables and schedules and status against those schedules, including identified risks and ‘asks’ regarding mitigation (include highlighting potential penalty SLA non- compliance risk).
• Act as escalation point for Account Management and the customer for delivery of any identified operational priority issues.
• Proactively communicate escalations and create and provide regular updates regarding escalated clients to the Finastra teams and Finastra Leadership Team.
• Work with the cross functional teams, to resolve any operational escalations, breakdowns in process, identifying and discussing with CS management, what needs to be done tactically and strategically to improve.
• Building a personal relationship with key client staff.
• Excellent communication around issues and opportunities – get things done, make things happen.
• Collaborating with senior management on client account management and growth.
• Define and manage the agreed operational governance model.
• Organize, prepare and drive regular status update and management meetings, as agreed with the client and internally.
• Understand the client business and application roadmap and advise on direction and schedules to ensure the best possible experience, clearly identifying upfront and ongoing, risks and how they may be mitigated / minimized.
• Educate the client in their roles and responsibilities in respect to production and non-production support, setting / aligning expectations and identifying areas where improvements can be made and work with them to enable those improvements, including the identification of customer self-enablement opportunities; working with the customer to plan and progress as necessary, including identification and progression of Premium Support
• Understand the client RAG status at all times and identify and progress areas where improvement is necessary.
• Where level C engagement is required, proactively engage that, working closely with the Finastra Executive sponsor to brief on challenges, risks and suggested actions
• Support the organization to organically grow the account, expand the portfolio of licensed software and contracted services, through service excellence and positive client relations and trust, working closely with other areas of the organization as necessary.
• Ensure the Handover process from implementation to production support is completed, engaging client stakeholders and professional services alike, appraising the customer on CS Service procedures and standards/tools, as well as introducing Premium Services.
• Support and coach the Customer Advocate in respect to client interaction; building skill and confidence.
Experience
• Proven track record in client relations management.
• Strong change management and project management skills. Formal training in management disciplines will be an advantage.
• Politically astuteness and conflict management skills.
• Must be articulate in both the verbal & written communication.
• Analytical and problem solving attributes.
• Exhibit tact and diplomacy in dealing with sensitive customer issues.
• Strong interpersonal, communication, negotiation and presentation skills.
• Able to identify current status of customer expectations and satisfaction levels.
• Organized and self driven to achieve goals
• Cool under pressure
• Ability to influence and negotiate win / win situations
• Ability to ‘bring others along’ to the one goal, in a global, multi cultural and cross functional organization
• Self-motivated and able to work independently and autonomously.
• Ability to quickly identify goals to be pursued, and to influence others towards these same goals.
• Ability to travel
Qualifications & certification
• Degree level education in numerical, technical or business subjects or equivalent relevant experience.
• 5 + years in an IT, consultancy or software delivery customer facing, service delivery environment with significant client contact across all levels within a technical environment preferred.
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The above statements describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.