Customer Success Lead Manager, HCLTech
Domain: Telecom (Mandatory)
www.hcltech.com
Gurugram, India -Full-Time
We are HCLTech, one of the fastest-growing large tech companies in the world and home to 222,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.
The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.
If this sounds like an environment you'll thrive in, then you're in the right place. Join our summer internship program; connect and learn from colleagues across the world while gaining impressive experience and knowledge in the tech industry.
Your Role & Responsibilities
Job Role : PDE
Experience : 14+yrs
Location : Gurgaon
Shift : US Shift - Night
Role, Purpose, and Scope :
- Senior contact for the overall client service delivery, solutions, engineering and operations management program, inclusive of business partners.
- Acts as the primary liaison between the client project team(s) and the Customer for new initiatives, engagements, and infrastructure changes. Partners closely with Sales for Growth Enablement
- Works closely with the Service Managers and other Custom Speciality teams to ensure contractual conformance, identify potential problems, set and adjust priorities, and redirect activities as necessary to achieve the goals of respective initiatives, e.g., projects, service improvements, etc.
- Engages with Service Delivery and Service Assurance to communicate, and escalate on any outage and performance issues to client and the Customer.
- Direct and align Client engagement across internal stakeholders and functional groups (including Custom specialty functions), as it relates to complex business and Customer challenges, Customer satisfaction, resolving Customer escalations, and overall service performance
- Participates in any technical, network, SLA, contract compliance escalation as appropriate. Engage with Customer executives and Client executives in the prioritization and resolution of escalations, as appropriate.
Major Responsibilities:
- Establish consistent executive meetings, governance forums and cadences for each operation discipline, and ensure action items, documentation, and continued progression to closing open items are prioritized.
- Establish periodic status meetings with the Customer, client and any Third Party Vendors to discuss status of contractual relationship.
- Lead Monthly/Quarterly Governance Forums and ensures agreed upon governance meetings, peer-to-peer sessions are conducted consistently per schedule.
- Presents a formal monthly program review for the Customer, examining all aspects of the Client solution in the previous month, highlighting successes and failures, and recommending measures for improvement.
- Monitors ongoing service management to ensure compliance with SLAs and performance commitments. Ensure contract compliance with both spends and SLAs.
- Provide oversight to validate resource alignments/assignments and utilization to deliver solution(s)/remedies (duration, skills, tools, process, people) for projects and/or service improvement initiatives. Monitors resource utilization to ensure quality of service delivery consistency, accuracy, efficient and effective.
- Provides full accountability for the performance of all projects, service improvement and program activities.
- Ensures that all contracted program deliverables are completed, delivered and approved.
- Delivers and maintains an overall Program Plan for the life of the contract, specifically related to the contracted services as mutually agreed to by Client and the Customer that include, but not limited.
Skills and Qualifications:
- 12-18 years of experience.
- Strong organizational, presentation, and problem-solving skills.
- Demonstrated experience with verbal and written communication.
- Business and Financial acumen.
- Ability to communicate with multiple levels of leadership, including C-Level.
- Preferred ITIL v4 Foundation Certification/PMP Preferred.
- Demonstrated skills in Microsoft Office product suite, including PowerPoint, Excel & Word.
How You'll Grow
At HCLTech, we offer continuous opportunities for you to find your spark and grow with us. We want you to be happy and satisfied with your role and to really learn what type of work sparks your brilliance the best. Throughout your time with us, we offer transparent communication with senior-level employees, learning and career development programs at every level, and opportunities to experiment in different roles or even pivot industries. We believe that you should be in control of your career with unlimited opportunities to find the role that fits you best.
Why Us HCL DPO
- We are one of the fastest-growing large tech companies in the world, with offices in 60+ countries across the globe and 222,000 employees
- Our company is extremely diverse with 165 nationalities represented
- We offer the opportunity to work with colleagues across the globe
- We offer a virtual-first work environment, promoting a good work-life integration and real flexibility
- We are invested in your growth, offering learning and career development opportunities at every level to help you find your own unique spark
- We offer comprehensive benefits for all employees
- We are a certified great place to work and a top employer in 17 countries, offering a positive work environment that values employee recognition and respect
Equality & Opportunity for All
Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law.
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