14503 Senior Customer Delivery Manager (Open)
OS Client Delivery
The Senior Customer Delivery Manager is responsible for managing the resolution of our customers' business and technical challenges related to the CSG product portfolio by maximizing the value and the associated processes, best practices, procedures and services. The Senior Customer Delivery Manager is a CSG product and technical SME and functions as an advanced integrator between business needs and technology driven solutions. This role identifies and creatively solves mid to complex business problems, shaping solutions, designing and re-engineering critical processes as necessary and fundamentally impacting the way a customer best adopts our solutions. Executed correctly, this role enhances the overall user experience of the CSG product portfolio.
Leverage strong CSG product knowledge and best practices to guide customers in the implementation, support, and maximization of their CSG product portfolio.
Analyze information needs and functional requirements, develop and maintain the following artifacts, as appropriate: business requirements document (OSSD), use cases, acceptance criteria and high-level designs.
Conduct research, analysis, education, and training on product configuration issues on behalf of the customer and the Customer Relationship Manager.
Submit and oversee medium to large development requests and projects.
May lead medium to large sized projects specific to the customer and is advanced in project management practices (including but not limited to: Project Plan Development, Plan Health Assessment, Risk and Issue identification and mitigation).
As a customer product SME, manage conference calls, training sessions, quarterly business reviews and other activities with external customers and partners during problem resolution and implementation activities. Drive, negotiate and influence the team to ensure we meet and/or exceed our customer's expectations for service and support.
Serve as a strategic advisor to customers and provide product functionality, technology, best practice, process guidance, and implementation consultation within the following areas: Output related products, eCare related products, IM related products, Payment Manager products
Manage trouble ticket resolution to ensure timely resolution and customer satisfaction. Escalate tickets, as appropriate.
Collaborate with Customer Relationship Manager and act as a liaison between customer and internal teams, ensuring CSG aligns to delivering in the best interests of the customer. Support change management, ensuring all acceptance criteria is met with no customer impact.
May guide lesser experienced team members on proper work prioritization, product training, and various processes and procedures. Often serves as a mentor to new members of the team.
Supports the agreed upon Best Practices of SAFe Agile.
Understands fully and practices Culture and Agile principles. Beginning to use Servant Leader concepts.
May play Product Owner or Scrum Master roles as required.
Support after-hours on-call duties, as necessary.
Business and/or a related field or equivalent experience.
5-7 years' experience in the customer delivery and/or customer support of software products and services within the cable, DBS, and/or telecommunications market.
Minimum of 3 years leadership experience with demonstrated success building and leading support and client relationship management teams.
Driven with the ability to exceed customer expectations.
Advanced ability to assess a situation and quickly formulate the correct solution.
Proven track record as a Project Delivery Manager managing large Agile Projects.
Solid commitment to customer service with good initiative and follow-through.
Desired skills and experiences
Working knowledge of technical concepts including operations and development processes, with emphasis on the Media and Entertainment business inclusive of Cable, DBS, and Telecommunications with experience with OSS/BSS solutions.
Strong written communication skills with the ability to understand customer needs
Thorough understanding of CSG products/solutions will be an advantage.
Accountability for client, stakeholders, project schedules, quality requirements, resource allocation, and risk, requirements
Manage client engagements and relationships while providing working with the internal teams.
CSG Systems Incorporated