Customer Success US&C Region Leader
Core
Leads a regional team to ensure timely, efficient, and expert delivery of contracted services for mid-size to large complex client accounts, managing implementation, managed services, and ongoing support while maximizing resource utilization and revenue activations.
Role type
Senior Customer Success Leader (Regional)
Builds
High-quality client experiences and successful contract delivery for mid-size to large complex accounts
Domain
IT Services / Managed Services
Deliverable
client delivery
Required skills
Technical leadership, P&L management, budget development, contract governance, operational reviews, risk management, stakeholder management, team coaching, financial health monitoring, service level agreement (SLA) development
Preferred skills
Six Sigma Certification, ITIL Certification, Project Management (PM) Certifications, Leadership Certifications, Graduate degree, matrix environment experience
Technologies
N/A
Responsibilities
Lead a regional team supporting mid-size to large complex client delivery accounts; Direct team to follow defined processes for successful implementation; Establish governance and communication channels with clients and delivery organizations; Conduct periodic operational reviews with service delivery organizations and clients; Monitor client/account financial health and recommend remediation steps; Develop and administer budgets to optimize delivery costs; Establish credibility as a senior partner to solve contractual performance concerns; Coach team to identify and propose out-of-scope or new opportunities.
Seniority
Senior, hands-on IC with leadership responsibilities