It Customer Success Manager

We are looking for anIT Customer Success Managerfor one of our clients in Canada. The role of the IT Customer Success Manager is to forge and manage trusting, technology-oriented relationships with the branches of the organization to ensure the IT function has a current and solid understanding of how technology supports plans and challenges.

You will create the forum and cadence for a proactive, continual, two-way conversation about IT service delivery and performance. For now, the role will be hands-on with specific incident resolution for issues that fall outside of the IT Service Desk support process scope or ongoing transformation program scope.

As support processes are matured and standardized, the IT Customer Success Manager will be a contributor to the continuous improvement of IT service delivery processes and procedures. The role also acts as a Change Agent and ensures that branches are led through planned technology changes proactively and effectively.

Some level of travel, either within the city/province maybe required.

Responsibilities:

• Define and report on service delivery success criteria or KPIs
• Ensure business requirements are clear and complete and that the plan to meet those requirements is formulated, socialized, and agreed to
• When appropriate, consult with clients to identify IT solutions, advise on technical issues, and provide recommendations to management and staff regarding alternative system strategies or solutions.
• Educate the members of the service delivery teams on new policy plans and implication on service delivery impacting branches.
• Consistently collate data on customer satisfaction, inquiry and complaint, and work development strategies to maintain or improve on service delivery quality
• Ensure that branch expectations are understood and reported, and that branch satisfaction is prioritized
• Analyze and lift business intelligence from branch database to make recommendations to IT leadership about service delivery to various branch segments
• Prepare and lead branches through technology and process changes as new technology is being introduced or existing technology is being upgraded

Requirements:

• Advanced skills using all MS tools
• Designation as a Project Management Professional (PMP) is an asset.
• University Degree (or equivalent) in Business Administration, Commerce or Finance or IT-related degrees in Software Engineering, Computer Science, IT Management or Project Management
• Strong knowledge of current IT trends.
• Minimum 2 years' experience leading, negotiating, and managing the execution of vendor contracts.
• Strong understanding of project management (PMLC) and systems development (SDLC) lifecycles.
• Minimum 7 years direct work experience in a project management capacity, IT Business Partner, or Service Delivery Management role, at least 5 years of which delivered IT solutions