Customer Delivery Manager Resume Samples

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E Kutch

Elisa

Kutch

28026 Boyer Crossing

Los Angeles

+1 (555) 432 4970

28026 Boyer Crossing

Los Angeles

Phone

p +1 (555) 432 4970

Experience Experience

San Francisco, CA

Assistant Customer Value Delivery Manager

San Francisco, CA

Champlin, Hilpert and Cole

San Francisco, CA

Assistant Customer Value Delivery Manager

Articulation of Initial Success Metrics and an Evolving Strategy for Ongoing Business Management
Developing & Leading an Effective Communication Strategy for G360 and Innovation Releases
Leadership of Change Management in all Global Regions pertaining to G360 and Innovation
Leading project teams to activate these enhancements in a timely, impactful manner
Driving Enhancements to the G360 Platform for Field, Global & Corporate Accounts, Distribution and Other Functional Users across Global Institutional
Measuring success in each Region for all new technology enhancements, including but not limited to G360, will be a critical component of this role
Executing a change management strategy will include cross-regional working team collaboration with frequent communication directly with the General Managers in each Region

Houston, TX

Customer Delivery Manager

Houston, TX

Parisian and Sons

Houston, TX

Customer Delivery Manager

Effectively manage distribution and delivery network to ensure effective cost management and high customer service level
4) Manage performance, competence development
Owns customer relationship management in the area of services, delivery and performance
Drive the team for higher performance. Coach them to develop
Optimize costs to serve, ensure product availablity and manage customers
Ensures contract execution performance (KPIs, cost, timelines, revenue recognition, project assets) – Owns Quality of contract delivery
Coordinates all the contract delivery business in the CT

present

San Francisco, CA

Manager, Customer Delivery

San Francisco, CA

Bode, Welch and Cremin

present

San Francisco, CA

Manager, Customer Delivery

present

Assist in quarterly operations review, focusing on opportunities and best practices to identify opportunities to improve customer operational performance
Establish and maintain effective working relationships with client and partner organizations to set project launch objectives and manage deployments
Manage all projects to success metrics established with the customer and ensure application of Product Delivery best practices & methodology
The purpose of this role is to manage comprehensive and successful deployment projects
Build and maintain strong, positive working relationships at all functional levels essential to completing projects
Manage partners and vendors, to support customer programs
Provide subject matter expertise during customer discussions, supporting Sales and Consulting teams during sales and pre-launch activities

Education Education

Bachelor’s Degree in Business Administration

Portland State University

Bachelor’s Degree in Business Administration

Skills Skills

Strong ability to lead sub- teams
Be able to combine operational functionality and analytical/ strategic thinking
Strong analytical, problem solving, negotiation and organizational skills
Strong communication and interpersonal skills with all levels of the organization
Proficiency in English and Japanese in writing and speaking
Possesses team management experience with hands-on approach
Well-versed in cost drivers in supply chain
Possesses entrepreneurial drive

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15 Customer Delivery Manager resume templates

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Manager Customer Experience Delivery Resume Examples & Samples

Map customer experience processes against portfolio management customer lifecycle
Customer Experience Mapping: Lead cross-functional collaborative teams to map the current state of the customer experience
Map the touch-points of the customer experience across functions/LOBs to identify the influence and interaction each has in delivering the customer experience over the lifecycle
Evaluate internal and external data to assess and translate strategic opportunities into recommendations, business opportunities/cases, and solutions/programs/processes
Analyze customer lifecycle data to identify trends and areas of improvement for the customer experience over the customer lifecycle
Collaborate with partners and functions across NA Portfolio Management to integrate and improve the customer experience over the NA Retail and Small Business payments lifecycle touch points identified in data analysis and process mapping
Develop benchmarks and identify best practices to help in achieving operational excellence and ideal customer experience across the customer experience lifecycle
Work across NA Portfolio Management and partners to create a vision for the future state customer experience as needed and a plan to move from current to future state
Apply project management methodology and general management skills and knowledge to plan, organize, execute and, participate in, initiatives/projects of small to large scope and complexity
Assess the impact of organizational changes as it relates to the Customer Lifecycle and identified touch points
Design, plan, and implement continuous improvement projects as it relates to lifecycle/touch-point design and management
Lead/manage deliverables for end to end programs using sound project management disciplines and ensuring effective integration across functional groups to ensure successful achievement of program objectives
Design, develop, maintain and manage an effective process to monitor the implementation of end to end projects compared to business case projections, resolving issues as required or providing detailed recommendations when issues arise regarding resourcing or timelines
Act as a change agent for Canadian Portfolio Management, understanding and accepting changes required within strategic initiatives to optimize effectiveness and achieve stated objectives
Previous successful experience and responsibility for customer experience enablement and delivery of large and complex project implementation
Highly developed analytical and problem solving skills with an ability to assimilate a large amount of information to identity data driven action plans
Business planning & execution
Managerial leadership and organizational influence
Understanding of financial performance of the product portfolios
Broad organizational perspective
Analytical thinking and business acumen
Personal Banking marketing and customer experience
Market dynamics of financial services industry
Strong PowerPoint and Visio presentation skills
Strong data management software skills (e.g. Excel pivot tables)

Customer Engagement Platform Manager Campaign Delivery Resume Examples & Samples

Defining data points of interest from disparate sources
Business rule definition
Program test & execution
Proven partnering skills with technical and non-technical partners including proactive communication and expectation setting
SQL/SAS querying abilities against relational databases
Ability to prioritize and advance multiple projects simultaneously with many stakeholders
Partnering with vendor technical teams
Strong technical documentation skills
Project management and advancement of technical projects and processes to many partners and areas of an organization
SQL/SAS querying and data manipulation abilities against relational databases
Understanding of database marketing applications and principles
Proven strong partnering skills with technical and non-technical partners
Ability to navigate a hierarchical environment
Ability to multi task and easily adapt to evolving processes/requirements
Competent to work independently, but able to take direction and seek clarity when needed
Good communication, problem solving, and time management skills
3+ years of database marketing or CRM experience
Previous experience with Tableau software
Previous experience with Teradata SQL
Bachelor’s degree preferably in Marketing, Computer Sciences, Business, Engineering, MIS or related field or equivalent experience

Customer Value Delivery Manager Resume Examples & Samples

Executing a change management strategy will include cross-regional working team collaboration with frequent communication directly with the General Managers in each Region
Driving Enhancements to the G360 Platform for Field, Global & Corporate Accounts, Distribution and Other Functional Users across Global Institutional
Developing & Leading an Effective Communication Strategy for G360 and Innovation Releases
Managing communication activities as they pertain the internal & external brand equity of G360
8+ years of work experience
Excellent oral and written communication skills, organizational skills, good attention to detail and use of sound judgment in a fast-paced environment are essential
Must have well-developed leadership qualities
Familiarity with salesforce.com is a bonus

Customer Delivery Manager Resume Examples & Samples

Experience communicating to senior-level management
Strong people skills and able to build & sustain strong customer relationship
6+ years of experience with management of complex projects in a difficult environment and with demanding customers
Ideally have a project management qualification
Thorough knowledge of financial systems and tools
Knowledge of A&A products and networks is a plus
Must be resistant to stress and resilient for frequent changes
Vietnamese citizens preferred

Customer Delivery Manager Resume Examples & Samples

Maintaining a project plan (MSProject), update progress and focus on critical path deliverables
5 years of SW deployment and/or integration project management (preferably IP and Optics related)
Experience of working within a high pressure and multi-cultural environment
Understanding of financial terms and concepts to support IT gate documentation/business case
Excellent oral and written communication / presentation skills
Languages: English required
Ability to work with and communicate to a variety of audiences, executive level/peer-to-peer/ subordinate/ technical and non-technical etc
Some international travel required
Experience with Supply Chain Systems/Processes
Proven ability to work with all levels of an organization and excels working in a team environment; ability to lead teams
Ability to lead change
Singaporean candidate is preferred

Manager of Customer Delivery Resume Examples & Samples

Manage the team and processes for creating accurate, timely sales and shipping documentation
Monitor ERP systems for data integrity and resolve any discrepancies
Collaborate with Contracts, Quality, Operations, Planning, and Packaging to ensure on-time delivery of contractual requirements
Serve as a Subject Matter Expert in Logistics documentation systems
8+ years’ experience in supply chain or management consulting
Experience with ERP sales and distribution modules
Experience leading or participating in cross-functional groups
Ability to obtain DOD Security Clearance
APICS CSCP certification or equivalent, or ability to acquire certification within one year of start date
Familiarity with DOD contracts
Experience with root cause analysis and corrective action implementation
SAP experience
Demonstrated ability to influence key decision-makers
Strong leadership and interpersonal skills, specifically related influencing without authority
Strong knowledge of core business processes specific to the assigned business area
Ability to manage multiple priorities and time appropriately and analyze information and make decisions accordingly
Ability to support and execute change management activities
Strong written and oral communication and presentation skills
Detail oriented, strong analytical skills, ability to prioritize
Strong organization skills and attention to detail

Assistant Customer Value Delivery Manager Resume Examples & Samples

Leadership of Change Management in all Global Regions pertaining to G360 and Innovation
Articulation of Initial Success Metrics and an Evolving Strategy for Ongoing Business Management
Measuring success in each Region for all new technology enhancements, including but not limited to G360, will be a critical component of this role
Setting a strategic roadmap for enhancements, balancing user needs & preferences to drive efficiency with the necessary changes to elevate & value delivery to a consistent level to help our teams drive profitable growth across the world
Leading project teams to activate these enhancements in a timely, impactful manner
After developing enhancements aligned above, communication will be a key component of change management, adoption & success. This role will be responsible for these deliverables
5+ years of work experience
5+ years of work experience in Business to Business environment
Experience creating PowerPoint presentations and Pivot Tables
Experience communicating with Executive leadership across multiple disciplines
Experience working independently & with teams, influencing peers and managing multiple tasks
Master’s degree in business administration (MBA)
Must have the ability and desire to both lead & collaborate cross-functionally and globally

Customer Delivery Manager Resume Examples & Samples

Must Speak French
Lead successfully completed implementations of the TIBCO Mashery API Management solution across industry verticals and diverse customer environments
Serve in the role of product subject matter expert in order to assist the Customer Success Management team by providing technical expertise as well as an ability to identify program expansion opportunities
Deliver on-site and remote training to partners and customers, as well as provide assistance with the development and maintenance of the training and workshop material itself
Perform analysis and provide systems architecture solutions related to TIBCO Mashery and leveraging new, existing, and emerging services, technologies, and platforms in a services and sales oriented environment
Identify and translate customer needs into a clear set of requirements for downstream feasibility and estimation by the Customer Success engineering team
Collaborate with Customer Success Managers and customers to drive solution feasibility/estimates, develop overall implementation plan, and serve as a project manager, to implement the solution
Lead the coordination of various internal teams including DevOps, Product Management/Engineering, CS Custom Engineering, CS Portal Engineering and Support in order to provide a successful customer delivery
Assist with building and maintaining the team repository for deliverables, methodologies, and business development documents
Be a team player who is able to support not only the Customer Success organization, but TIBCO as a whole by being a support and mentor to resources across the team
Minimum of five (5) years of experience in architecting and implementing integration solutions around key technologies
Minimum of five (5) years of customer interaction and technical implementation experience, with the ability to rapidly generate customer trust and confidence in a customer success oriented environment
Minimum of five (5) years of experience contributing to supporting software sales in a PreSales or Professional Services role
Knowledge of RESTful APIs, SOA/Web Services, eCommerce, content management systems, internet/network security standards and cryptography
Experience with network infrastructure devices (switches, routers, load balancers); identity and access management systems/protocols (LDAP, SAML); reliable messaging systems (JMS, Websphere MQ, MSMQ)
Experience with waterfall/SDLC processes, agile development methodologies, and post-production release processes
Technical expertise working with Linux/Unix operating system, programming (JAVA, shell scripting), and front-end development (Javascript, HTML, and CSS)
Excellent communications skills – both verbal and writing with experience producing requirements and design documentation to be leveraged as inputs to design/development and SOWs
Preferred - Experience with API Management/Integration products from suppliers such as IBM DataPower, Layer 7, Vordel/Axway, Apigee, SOASoftware , and/or Mulesoft

Customer Delivery Manager Nordics & Baltics Resume Examples & Samples

Provide delivery solution consultancy and support pre-sales and business development for country and account managers to ensure that opportunities are assessed and feasible solutions provided
Provide enhanced Project or Program management for strategic and complex initiatives. Maintain a workplan identifying responsibilities, deliverables and processes that must be executed to achieve results. Document and steer specific milestones
Partner with all regional/country contacts and other internal MasterCard contacts/functions as applicable to achieve business objectives and increase the customer's overall satisfaction with MasterCard
University/college education or equivalent work experience with emphasis on business, and information technology and/or payment or bank card /digital industry experience
The ability to fluently communicate in Swedish or Norwegian is compulsory on top of fluent English
Customer-facing skills
Good knowledge of financial industry/banking operations and business practices with a strong focus on credit and debit cards (issuing and acquiring)

Customer Delivery Manager Israel Resume Examples & Samples

Customer Delivery Manager ensure the end-to-end delivery of critical business initiatives for the markets. Take ownership of the delivery of solutions after the sale has completed by initiating and driving the complete implementation process with delivery units such as product, franchise and technology, to ensure business requirements are fulfilled and product readiness is guaranteed. Act as key point of contact with customer and sales team. This requires a tight collaboration with different functional entities within Customer Delivery and throughout MasterCard
Partner with all regional/country contacts to achieve business objectives
Act as escalation contact for all service level, operational issues. Ensure problems of varying complexity are resolved and take accountability for the customer's overall delivery satisfaction with MasterCard
Analyze and optimize customer operational performance
This function must be performed from Tel Aviv office. Mobility to other supported countries is expected
The ability to fluently communicate in English is compulsoryCustomer-facing skills
Project management skills required; Personal organization and priority management
Experience of Mobile payments, e/m commerce, contactless etc. is a definite asset
Strong analytical/problem solving and planning skills
Needs to be able to work independently but also in team
University/college education or equivalent work experience with emphasis on business, and information technology and/or payment or bank card /mobile industry experience
LI-KV1

Customer Delivery Manager Resume Examples & Samples

Be the primary escalation and co-ordination point for all service impacting events
Serve as the customer advocate within the Digital team in the performance of the current service and areas of improvement required
Work interactively with new and existing customers to develop an understanding of their business drivers and goals to enable a clear value statement and reporting metrics to be established and delivered
Facilitate customer acceptance of our products by guiding stakeholders through the live service capability and underpinning processes as well as supporting the establishment and signoff of artefacts and gated processes
Own, deliver and manage a customer service matrix to ensure clarity and transparency is obtained regarding contracted deliverables for our customers
Support the creation and adherence to internal operational level agreement within the IT department and wider Data Services shared functions
Represent the Digital team at internal and external service meetings and drive wider service improvements
Support RFI/RFP requests from future customers and provide responses and/or presentations to aid the bid management processes
Represent the Digital team service organisation in product development and drive service requirements
Support the development of new services within Data Services, ensuring all customer considerations are captured as part of requirements gathering and service design
Be part of our diverse and collaborative global community, supporting local teams and regional offices in their engagements and aligning them back to our single vision of delivering value to our customers
Bachelor's Degree, or equivalent, in Business, Information Technology, Engineering, Maths or Physics
ITIL v3 Foundation as a minimum or equivalent
Knowledge or appreciation of the operational support or fleet management functions of a civil airline or equivalent. Areas of particular focus include Flight Operations, Flight Planning, Engineering, IT and Data Analytics
Understanding the principles of project delivery and IT software/system integration
Awareness or experience of the Agile development framework and methodology
Awareness or experience of cloud services from a service delivery management perspective - desirable
Excellent communication skills at all business levels
Ability to negotiate and reach the best possible outcome for all parties
Ability to develop professional relationships and build business through diverse networks

Customer Delivery Manager Benelux Resume Examples & Samples

Ensure the end-to-end delivery of business initiatives for the markets. Take ownership of the delivery of solutions after the sale has completed by initiating and driving the complete implementation process with delivery units such as product, franchise and technology, to ensure business requirements are fulfilled and product readiness is guaranteed. Act as key point of contact with customer and sales team. This requires a tight collaboration with different functional entities within Customer Delivery and throughout MasterCard
Provide regular updates to customer and MasterCard senior management. Support the post execution review process including project closing meeting with sales team and customer
Act as escalation contact for all service level, operational issues. Ensure problems of varying complexity are resolved to the customer's satisfaction and take accountability for the customer's overall delivery satisfaction with MasterCard
The ability to fluently communicate in French or Dutch is compulsory on top of fluent English
Ability to grasp technology issues and translate them into solutions to problems and/or to address business opportunities
Must demonstrate effective leadership, communication and negotiation skills
Willingness and capability to travel for certain periods of time

Customer Experience Delivery Manager Resume Examples & Samples

Responsible & accountable to manage and govern organizational readiness strategies through the lens of our customers (internal and external communications, training, rollout, etc.)
Partners with Marketing, Product, Training, Operations and Customer-facing teams to ensure organization delivers the desired or intended customer experience through new capabilities, solutions and communications including training
Demonstrates and empowers others in creating, editing, or reviewing both external marketing materials through the lens of our customers and internal communications for all impacted audiences related to the initiatives to ensure their accuracy, message consistency and alignment with strategic direction
Ensures alignment of implementation plan with the desired / intended experience and outcomes both for the customer and our business
Governs and inspects post-delivery to validate whether outcomes were achieved based on value proposition and CX design Providing management status updates related to organizational readiness and escalating issues and challenges as needed
Documents and contributes towards and maintaining Connections Community which fosters a CX community and houses a repository of CX best practices, innovations and suggestions as well as our playbook and toolkit which the organization uses to design & deliver the desired / intended customer experiences
Minimum of 3-5 years’ experience working in product or project related roles in a retirement or financial services environment
Prior experience in customer experience (CX) roles with exposure to design and delivery a strong plus
Must demonstrate strong project management skills
Proven ability to communicate with and present to multiple levels of the organization
Excellent collaboration skills are required
Strong written and verbal skills are essential
Strong and attentive listening skills with the ability to analyze the situation and draw appropriate conclusions in order to understand the needs of both internal and external users
Self-motivated with the ability to prioritize, meet deadlines, and manage changing priorities
Experience in business analysis and understanding business requirements, demonstration of keen business acumen
Strong knowledge of Prudential business and administrative procedures preferred

Manager, Customer Delivery Resume Examples & Samples

Oversee and manage customer delivery for a range of MasterCard products and solutions for India, working with the country and account managers and market development team to prioritize these initiatives, and with other internal MasterCard functions when required
Manage partners and vendors, to support customer programs
Provide product and pre-sales support, to become a subject matter expert in a range of MasterCard products and solutions, and work with customers to plan effective program implementation

Customer Delivery Manager Resume Examples & Samples

Serves as one-stop-shop for the CT AMs for services including upsell
Handles all project execution related customer satisfaction issues
Ensures contract execution performance (KPIs, cost, timelines, revenue recognition, project assets) – Owns Quality of contract delivery
Coordinates all the contract delivery business in the CT
Implements unified operational processes (Project Life Cycle and all interconnected Service Delivery processes)
Implements NOKIA PMO practices to fulfill Customer requirements
Owns customer relationship management in the area of services, delivery and performance
Ensure projects comply with quality guidelines/requirements of the Region PMO
Aligns services resources and costs to current and future CT business requirements together with CT and RSO
Plans/communicates /ensures accurate figures for (services/equipment)
Identifies/communicates services capability transfer needs to the Resource Managers of RSO
Strong solutioning, project and business management experience in senior management customer facing role
General management experience in a large multi national organisation
Possess strong operational and business management skills
Able to build good relationship with internal and external customers
Good understanding of the Nokia Mode of Operation
Ability to lead and influence customer and internal stakeholders as well as lead and motivate staff
High personal presentation level
Good understanding of business ethics

Manager, Customer Delivery Resume Examples & Samples

Responsible for customer's overall operations satisfaction with MasterCard, acting as the ‘‘voice of the customer” to drive operational efficiency
Serve as the customer’s primary point of contact for escalated operational and technology issues
Discuss with the customer any applicable changes to MasterCard rules, products and services; gather feedback on the impacts and relay customer requirements to the appropriate functional areas, as necessary
Assist in quarterly operations review, focusing on opportunities and best practices to identify opportunities to improve customer operational performance
Ensure that the deployment of of new products/platforms/solutions meets the requirements of both the customers and the market
Ensure seamless delivery of both BAU products and complex cross functional projects
Coordinate annual capacity planning discussions

Customer Delivery Manager Resume Examples & Samples

1) Customer
2) Customer Operations
3) Project team / program organization
4) Subcontractors
5) 3rd party vendors (multi-vendor partners)
6) Order Management and Logistics (OML
7) Product Units
3) On-boarding/off-boarding people
4) Manage performance, competence development
5) Organize and lead the Customer Contract Execution organization
6) Aligns services resources and costs to current and future business requirements together with CO and BGs
7) Identifies/communicates services capability transfer needs to the Market RSO Capability Managers

GEO Customer Delivery Manager Resume Examples & Samples

Ownership of the delivery process and execution across all practices in their respective GEO
Provide leadership and support to their direct reports in order to develop and maintain a high performing team
Extension of the GEO Sales Team into Global Delivery
Owns the deliverable to the customer, the financial commitments of margin and revenue recognition to the business and customer satisfaction outcomes
Significant experience working with direct and matrixed employees in a geographically dispersed environment
Significant experience managing P&L including revenue and cost forecasting
Significant experience delivering IT Projects or Services at an Enterprise level
Experience providing consultation and guidance to customers
Experience with Professional Services organizations
Experience building relationships and communicating at all levels of an Enterprise organization
Understanding of ServiceNow platform and the advantages of SaaS model
Preference to candidates with ITIL certification, SDLC experience is desirable but not required

Customer Delivery Manager Resume Examples & Samples

Be responsible for whole process of distribution of finished goods, through monitoring, coordinating and communicating well with logistics service providers, customers and all the other stakeholders involved
Lead 'Order to Delivery' process with strong collaboration with customers, distributors, and Operation & Sales teams
Effectively manage distribution and delivery network to ensure effective cost management and high customer service level
Be sure to have close intraction with Demand Process in order to ensure quality and safety
Optimize costs to serve, ensure product availablity and manage customers
Drive the team for higher performance. Coach them to develop
Minimum 5 years of experience in supply chain or logistics with solid understanding of supply chain, production, warehousing and distribution
Well-versed in cost drivers in supply chain
Strong communication and interpersonal skills with all levels of the organization
Proficiency in English and Japanese in writing and speaking
Possesses team management experience with hands-on approach
Be able to combine operational functionality and analytical/ strategic thinking
Possesses entrepreneurial drive

Manager, Customer Delivery Resume Examples & Samples

Collaborate with various internal constituencies to ensure the successful delivery of products. Collaboration generally spans cross-functionally and may span across regions as many projects have specific regional and / or global implementation requirements
Create an expected experience for MasterCard customers when deploying MasterCard products & services and positively influence brand preference
Provide subject matter expertise during customer discussions, supporting Sales and Consulting teams during sales and pre-launch activities
Establish and maintain effective working relationships with client and partner organizations to set project launch objectives and manage deployments
Apply lessons learned to guide how new products and services can be delivered in the region, providing subject matter expertise on how customers can deploy and utilize new products and services being brought to market

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