Senior Manager, Expert Services

Provide day-­to­‐day guidance to Customer Outcomes engagement management staff to ensure timely, high quality delivery of implementation projects. Be the focal point for delivery questions or concerns from internal stakeholders or customers. This includes – customer governance calls, internal project reviews and escalations. Ensure adherence to the Global Services Delivery Framework and operational excellence through high degree of rigor and attention to detail on project execution – including planning and revenue forecasting. Clearly communicate to management issues that may affect scope, budget or timeliness of delivery of a world class customer experience. Strong collaboration with Services Sales, Customer Success, Expert Services, Resource Management and other Global Delivery teams to achieve outstanding customer delivery. Strong collaboration and relationship building with account teams and Partners to achieve outstanding customer delivery. High ability to resolve delivery challenges quickly and effectively in an effort to minimize impact on budget and timelines while maintaining high customer satisfaction levels. Management of Revenue, Cost and Margin for regional delivery implementations. Serve as a mentor to team members.