Lead Client Services Manager
United States
Customer Success – Client Manager /
Full time /
Remote
As devices and networks propel the future of work, Sakon is driving the associated process automation next wave. Sakon’s Cloud Applications combined with the most seasoned team of telecom service practitioners has enabled 100’s of the largest enterprises all over the world to Understand, Manage and Transform their device and communication service estates.
We're building a new category of enterprise software in massive markets that needs continuous innovation. Sakon has led the way, with cloud platforms that workflow every technology related device, asset, service, and payment process, enabling the connected worker while maximizing the price to performance of enterprise networks.
Sakon is headquartered in Concord, MA with additional locations across North America, Europe, and India.
The Lead Client Services Manager position is part of the Client Services team and is a key role responsible for supporting all areas of Sakon’s cross-functional operations teams, ensuring that the Sakon solution deliverables, initiatives, and SLAs are met while delivering high levels of customer satisfaction. This role will lead a team of operational and technology professionals such as Operations Managers, Project Managers, Business Analysts, and Auditors to define the account strategy, develop the account plan to successfully support Sakon’s product and service offering to support the assigned customer.
Required Skills
- Ability to track and manage multiple deliverables in a highly complex and custom environment.
- Capable of managing teams that do not report directly to you
- Willingness to meet regularly one-on-one with the customer.
- Ability to effectively assign resources to track and drive any open operational issues to successful completion.
- Ability to define, document, establish and improve cross-functional governance processes with input from and in partnership with all areas of Sakon, as well as Customer Stakeholders, with measurable quality and timeliness of outcomes.
- Ability to work with the Operations teams to develop remediation plans to resolve open issues.
- Can collaborate with all levels of customer stakeholders from the executive level to the analyst level to align account goals and strategy, and act as the first level of escalation for any issues or concerns.
- Possess excellent communication and presentation skills for providing updates to the various customer stakeholders.
- Respectfully relentless in focusing a diverse team to deliver the necessary client deliverables and initiatives on time.
- Driven and results-oriented team-player functioning within an entrepreneurial product company with an innovation focused team of problem-solvers.
Additional Requirements
- Conduct Executive Business Reviews, in person/on-site when appropriate, to account program sponsors and lead discussions around building value, best practices compliance and recommendations to improve and expand.
- Hold internal meetings with operational leadership.
- Ensure end-to-end coordination of timely service delivery by defining, refining, and delivering SLA reporting and monthly business reviews.
- Tracking and making sure meetings are effective by assuring agendas, meeting notes, and follow ups are completed in a timely manner.
- Lead tradeoff conversations, define work-around processes and ensure risk is mitigated.
- Lead daily internal cross-functional leadership SCRUM meetings, customer/Sakon leadership meetings, and attend customer/Sakon operations meetings
- Lead weekly one on one meetings with customer stakeholders to build successful relationships and drive high levels of customer satisfaction.
- Oversee/develop/maintain account management project plan(s) and RAID(s).
- Identify potential delays or issues and provide contingency planning to keep deliverables on track with a high level of customer satisfaction.
- Accountable for deepening and strengthening the customer relationship and driving overall customer satisfaction.
- Frequent collaboration with the customers and internal teams to establish and execute monthly, quarterly, and annual business planning and business review sessions to establish, monitor and report progress against joint objectives.
- Conduct periodic customer health checks with respect to deliverables and projects under management.
Experience
- Exhibits confidence and a deep understanding of emerging industry best practices when solving business problems
- Ability to identify critical issues with ease
- Solid analytical capabilities and ability to leverage data and analysis into opportunities.
- Demonstrated expertise in coordinating multiple internal organizations to support complex customers.
- Must demonstrate effective leadership, negotiation, and problem resolution skills.
- Communicates with internal and external customers and all levels of management.
- Experience in Enterprise TEM and Mobility Solutions and/or Telecom Billing Systems, Fixed Line Telecommunications Inventory Management and/or Provisioning, and Enterprise Networking strongly desired.
DISCLAIMER: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
