- Create world class customer facing documentation which would delight and excite customers
- Remove ambiguity in understanding things by documenting things and hence making the teams more efficient and effective
- Convert tacit knowledge to implicit knowledge
Roles & Responisbilities:
- Managing one full region or multiple customers within a region.
- Owning end to end communication and status reporting to the leadership and customer
- Assimilating proficiency in managing his portfolio including estimates, asset projection, unit metrics, track CARR(Contracted Annual Recurring Revenue) and asset transfers and managing cloud costs for fully owned projects
- Adding valuable data insights for the customers in processes and raising early warning signs in case of issues and escalations.
- Effectively collaborating with Customer success stakeholders, manage escalations, manage and plan transitions efforts and initiate hiring accordingly
- Thinking of new processes and improvements that can help his region and overall Sustenance Engineering Team.
- Driving initiatives to help Senior Manager and Associate Director in achieving the target Profit gross margin and desire CSAT score for the allocated portfolio.
- Prioritizing work aspects with respect to changing time-frames, goal posts, incomplete information and direction.
- Understanding the big picture and cascades to the team / Handling internal and external stakeholders.
- Owning their team s performance end to end like contributing to mentoring, grooming, assessing and giving balanced feedback (both strengths & development areas).
- Regularly discussing performance and tracks Individual Development Plan on Lattice
- Acting as a backup SEM for another region
Required Skills:
- Experience in Advanced SQL & Unix
- Strong Experience of ETL & Python support
- Hands on Analytics Tools (Power BI or Tableau) knowledge
- Good Healthcare knowledge
- Fundamental ITIL Expertise
- Support Processes (SLAs, OLAs, Product or application support
- Project and Program management
- Escalation & Team management
- Problem solving mindset
- Excellent written and verbal communication skills.
- An ambitious person who can work in a flexible startup environment with only one thing in mind - getting things done.
