Desired Skills and Experience

  • Be a leader for the CIE team.
  • Act as key communication contact and point of escalation for operational issues and management.
  • Identify, manage and work with customer and internal teams on all operational risks and issues and resolutions.
  • Ensure that delivery processes (integration, customization, migration, delivery support) are continuously reviewed and updated as necessary to ensure continuing maturity of service delivery.
  • Identify and work with internal teams and customer on service improvement initiatives including training needs.
  • Review and manage SLA reporting.
  • Provide leadership and manage escalations for quick resolutions to customer
  • Work with support teams to ensure timely resolution to trouble tickets.
  • Ensure consistent follow up with product teams regarding customer-impacting product defects and feature requests.
  • Support CIE day-to-day client interactions.
  • Assist CIEs in setting and managing client expectations.
  • Acts as a resource for colleagues with less experience.
  • Continually seek opportunities to increase customer satisfaction and deepen client relationships.
  • Build a knowledgebase of each client’s business, organization and objectives.
  • Manage cross-team processes.
  • Promote best-practice within the organization.
  • Must be able to communicate well with senior staff.
  • Bachelor’s degree or relevant experience.
  • Generally requires 6-9+ years related experience
  • Relevant industry recognized certification an advantage.
  • Strong organizational and time management skills.
  • Keen attention to detail.
  • Strong oral and written communications skills a must.
  • Must be able to communicate well with senior staff.
  • Experience with software development lifecycle.
  • Experience with high availability systems, Software as a Service, Cloud technology and related SLAs desired.
  • Consulting industry experience and project management exposure would also be an advantage.
  • Understanding of Web Services technologies, including SOAP, REST and related standards.

Apply