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3CS - Delivery Lead - Project/Program Manager
4 weeks ago
Delivery Lead - Project/Program Manager
- As the Delivery Lead - Delivery and Customer Success, you will play a pivotal role in ensuring the successful delivery of our solutions and the satisfaction of our clients.
- You will lead a team of dedicated professionals and collaborate closely with various departments to ensure the seamless implementation of our supply chain analytics solutions.
- Your primary focus will be on exceeding customer expectations, driving adoption, and fostering long-term partnerships.
Key Responsibilities:
Client Relationship Management:
- Develop and maintain strong relationships with key client stakeholders.
- Understand client objectives and challenges to align our solutions with their strategic goals.
- Serve as the main point of contact for escalated client issues and resolutions.
Delivery Excellence:
- Oversee the end-to-end implementation of our supply chain analytics solutions, ensuring on-time an on- budget delivery.
- Collaborate with cross-functional teams to define project scope, objectives, and deliverables.
- Manage project resources, budgets, and timelines effectively.
Customer Success and Adoption:
- Drive the adoption of our solutions within client organizations to maximize their value.
- Monitor and measure customer success metrics, including ROI and customer satisfaction.
- Develop and implement customer success plans and strategies.
Team Leadership:
- Lead and mentor a high-performance team of delivery and customer success professionals.
- Foster a culture of continuous improvement, innovation, and collaboration within the team.
- Set clear performance expectations, provide feedback, and facilitate professional growth.
- Set up processes for trainings and workshops conducted for Team building and upskilling.
Strategic Planning:
- Contribute to the development of the company's overall strategy for growth and client satisfaction.
- Provide insights and recommendations based on customer feedback and market trends.
- Identify opportunities to expand our service offerings and enhance customer experience.
Reporting and Analytics:
- Create and present regular reports to senior leadership on the status of client projects and customer success metrics.
- Utilize data and analytics to drive decision-making and identify areas for improvement.
Qualification & Experience:
- Bachelor's degree in business, supply chain management, or a related field; MBA preferred.
- Proven experience (12+ years) in delivery management and customer success within a technology or analytics company, with a focus on supply chain solutions.
- Strong understanding of supply chain concepts, processes, and analytics.
- Excellent leadership and team management skills.
- Exceptional communication and interpersonal abilities.
- Strategic thinker with a customer-centric mindset.
- Proven track record of building and maintaining successful client relationships.
- Proficiency in project management methodologies and tools.
