Manager Client Success
Job Description
Our Client
A leading Cyber Security Consulting Company in Abu Dhabi, UAE is looking for Manager Client Success for 12 months contract.
Your Responsibilities
- Ensure Cyber Managed Services Presales enablement to position, design, scope, and price approved
- propositions
- Support commercial viability such as Return on Investment and impact on budgets
- Work alongside the Commercial Vendor Management and Cyber Managed Service propositions Owners
- Own the end-to-end presales activities for the Cyber Managed Services Unit and provide best practices for Service offerings /propositions
- Sales enablement to help pitch, position and qualify to Clients and Prospects
- Provide governance for the approved Cyber Managed Services portfolio, ensuring any deviation is captured and reviewed
- Identify propositions and collaborate with the various teams to formulate the approach
- Support in renewals in validating costs and pricing, changes to scope and contracts and guide the sales and renewal teams
- Support bids and provide high-quality responses to proposals and onward engagement in
- presentations and contracting the services as part of the end-to-end sales process assistance
- Define, document, cost model and gain approval (from the relevant support owners) of the scope of bespoke support and Cyber Managed Services developed for Clients where Digital 14's standard services do not fit their requirements or where additional non-portfolio products are proposed for a Client.
- Achieve financial objectives by forecasting requirements, preparing the annual budget, scheduling expenditures, analyzing variances and initiating corrective action
- End-to-End Client coordination for the overall delivery proposition
- Support for in-life Client change requests and impact assessment for contracted Cyber Managed Services
- Support agile approaches for delivery, support and development
- Provide Cyber Managed Services service inputs into Client work orders, statements of work and
- service agreements and, where required, obtain sign-off from the service support owners for changes to the core Digital14 CMS support propositions
- Assist in the implementation of bespoke support services as part of the service transition to the Client and Digital14 support teams
- Partner with CSI to periodically review the process and identify improvement opportunities
- Define and ensure the Business Relationship and Client Success Management Processes and its
- policies, procedures and guidelines are in place and conduct awareness
- Conduct business reviews with clients periodically
- Address clients issues/concerns in an accurate and timely manner to ensure high levels of Client Satisfaction
- Ensure that essential business requirements are understood, captured, and reflected in solution documentation
- Maintain security and confidentiality of client information
- Proactively identify business capability and service gaps and contribute to improvement efforts
- Work with the service owners and other process managers to ensure the smooth running of services
Your Qualifications
- Progressive experience in client-facing operational management
- Have strong previous 6+ years experience of leading or at least contributing to the crafting and maintaining of propositions
- Experience and ability to lead the discussions around the support and managed service requirements with the Client and shape the best-fit solutions from the Digital14 CMS portfolio
- Progressive experience in ITSM and ITIL
- Progressive experience creating, analyzing and improving related KPIs
- Advanced experience with developing and maintaining team budget
- Advanced expertise in building and developing teams
- Advanced expertise in managing contracts, agreements and clients
- Advanced expertise following and contributing to the IT Service Management policies, procedures and guidelines
- Progressive experience in client relationship management process
- 9+ Yrs. of relevant experience, at least 6 Yrs. in a similar role
- CISM or CISSP
- Azure Cloud Certifications
- Project Management Professional (PMP)
- ITIL v3 Intermediate or higher
- Bachelors in Computer Science, Computer Engineering, Information Technology, Information Systems or equivalent
Halian Group
With over 20 years of experience, we have come to understand that innovation is the only way to provide agile, practical solutions that transform businesses and careers.
Our resourcing and smart services help you to realize tomorrow's potential. Discover the amazing things possible when you bring the right people and the right technologies together.
Job Details
Employment Types:
Part time
Industry:
IT / Computers – Software
Function:
IT , Customer Service / Call Centre / BPO
Roles:
Software Engineer / Programmer
Skills:
Manager Client Success
