TEKsystems Customer Success Leader I in Dallas, Texas
TEKsystems Global Services® is part of TEKsystems, the leading IT services and staffing company in North America. TEKsystems Global Services provides a continuum of services ranging from engagement management to full outsourcing for applications, infrastructure and learning solutions. As a services provider, we leverage our talent management strengths to extend the business value of our client partnerships and deliver measurable business and IT outcomes. TEKsystems Global Services is a fast-paced, growing organization with a dynamic and diverse work environment. Our strong culture is embodied by our core values— relationships, commitment, serving others and open communication. Our values guide our hiring decisions and shape how we make a meaningful impact in the IT market.
TEKsystems Global Services is a fast-paced, growing organization with a dynamic and diverse work environment. Our strong culture is embodied by our core values— relationships, commitment, serving others and open communication. Our values guide our hiring decisions and shape how we make a meaningful impact in the IT market.
The Customer Success Leader I (CSL I) role is a delivery leadership position in the organization in which the individual is responsible for managing one or more projects/programs at a time. The Customer Success Leader I provides ownership of customer expectations, and delivery assurance of associated services, deliverables, and all-around outcomes for clients The CSL is responsible for quantifying the business benefits from the project outcome through the engagement. This role may require up to 50% travel.
Key Accountabilities and Priorities:
Strategic Thinker & Market Strategist • Customer-First Mindset: o Urgently and actively accountable for project and customer requirements to ensure customer satisfaction and contract compliance. o Establish and perform periodic customer, project, and solution “health checks” with client project teams baselined against the target metrics associated with the Value Streams defined at the onset of the engagement. o Ensure customer reference-ability and, support and enhance on-going relationships. o Define and implement a Communication Plan that meets project and customer expectations, and then urgently ensure a rhythm of ‘continuous communication’ and escalation inside of TEK and with the client relative to project status, opportunities, and imminent risks. o Participate in the development and execution of an Account Strategy in collaboration with internal stakeholders. • Innovative: Thinks out of the box, works to solution and solve business problems. Drives growth by relentlessly searching for new and improved ways of serving our internal and external customers. Collaborates heavily with Practice, Solutions, and Sales Teams towards this end. • Leadership Presence: Inspires and motivates a sense of direction and purpose. Energizes team members to strive towards a compelling vision of the future by embracing and embodying company values in all aspects of their work. Offers clarity around project goals and objectives to enable effective collaboration towards a shared purpose. • Strategic Perspective & Judgement: Maintains a clear view of the customer’s current and future business needs above and beyond the engagement deliverables. Uses deep industry and cultural knowledge to anticipate trends and opportunities; takes a long-term view of the business, as well as taking the broad strategy and translating it into meaningful goals and objectives.
Organizational Agility • Drives for Results: • Understand and support the approach and solution design proposed by collaborating with customers and stakeholders to manage their expectations and proactively resolve business issues in a timely manner and then work vigorously to ensure the path towards fulfillment of customer expectations is always dignified. • Urgently and actively develop, maintain, and track quantifiable metrics that support business and project goals. • Continually challenges others in a healthy fashion and addresses performance gaps well before there are any negative impact on service delivery. • Situational Leadership: Adjusts behavior to best fit the style of others and the style that is needed based upon the situation, the customer culture, and project goals. • Self-Awareness & Development: Recognizes own strengths and weaknesses. Admits mistakes; proactively seeks feedback from others. Extracts learning from failure.
Building Relationships / Trust & Assessing Talent • Collaborates / Creates Buy-in: Builds both informal & formal relationships across organization boundaries. • Assessing Talent & Push: o Mentor, manage and develop project team members. o Conduct annual reviews and provide feedback throughout the year on employee performance where required. • Leading Inclusively: Recruits, develops and retains a diverse, high-quality workforce; maintain a high-performing team that leads and manages an inclusive workplace that maximizes the talents of each person to achieve sound results.
Required Education and/or Experience: • Bachelor’s Degree or equivalent, relevant experience. • 5+ years’ experience in technology and/or professional services with a preference for experience at a consulting services technology provider • 2+ years in IT service management/project management providing project and delivery management and daily operational oversight within a Continious Testing/Transformation DevOps and Cloud. • Experience in traditional and agile project management methodologies applying appropriate frameworks and best practices • Experience managing and delivering client professional services agreements • IT Experience: Delivery Lead, Junior Customer Success Leader, Project Manager, Business Analyst, Development, or other IT experience. • Understanding of Services Outsourcing. • Agile, PMP, IAOP (Outsourcing Professional), ITIL or other relevant certifications a plus
Client Facing, Communication And Leadership Skills, Project Management, People Management, Profit And Loss Analysis, Application Delivery, Agile, Agile Software Development Methodology, transformation, Deveops, Cloud
Top Skills Details:
1) Experience managing IT projects. 2) Experience delivering projects ; managing people on shore and off-shore projects 3) Professional Services experience preferred 4) Client Facing Experience is a must 5) Experience establishing communication plans internally and with the client.
Additional Details: Leadership: Drive retention and growth of customers by understanding business and market requirements Identify, mentor and manage the skills needed on the team to drive customer success. Development and execution of local and company wide strategic initiatives Management: Project management experience using traditional and agile methodologies Strategic thinking, risk management and creative problem solving Financial and contractual knowledge for engagement profitability.
Additional Skills & Qualifications:
Who we are CSL: Client Focused: We are customer centric. We deeply understand our client’s needs and provide them with the best solutions and services Leadership: We lead with a positive change mindset, advocating and fostering a growth mindset Collaboration: We own our culture. We are part of a team and is our responsibility to help everyone be successful Strive for Excellence: We deliver excellent service and take risks in order to grow. Operational hygiene is key to delivery of excellence Personal Growth: We intentionally step out of our comfort zone and embrace change and challenges
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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