Manager / Senior Manager - Implementation Lead Job in Sirionlabs

Job Role: Customer Success Manager

Years of Experience required: 12+ Years

Work Location: Gurgaon/Remote

Responsibilities

• Manage the Offshore Sourcing Governance Service Delivery organization teams of 10-12 contract management professionals at various levels of experience.
• Manage on-going operations either on-shore/Off-shore for existing and new customers and carry out below tasks:
• Partner with the client's contract management team to understand business requirements to implement solution
• Establish working relationship with client's lines of business and other key stakeholders to define requirements
• Assess the client environment and determine how to configure the SM Cloud software for the client and feed this information back to off-shore team for design and execution
• Track and report various work streams delivering contract management services during and post implementation
• Perform thorough quality assurance of deliverables on ensure consistency and quality
• Carry out pre-go live checks and gain client acceptance on system configuration
• Hold governance reviews internally as well as with client stakeholders during and after go-live to report progress made and highlight/mitigate any risks
• Conduct workshops and training sessions with client and supplier stakeholders to enable new system and processes on an ongoing basis
• Lead change management initiatives in consultation with client stakeholders to improve new system/process adoption and closely monitor usage patterns
• Review system performance on a regular basis and raise tickets with support team to resolve proactively
• Track user creation in line with the agreed base in the executed software contract
• Collaborate with product and engineering on new functionality requirement basis client feedback and participate in daily prioritization calls to resolve day to day issues
• Support on expansion and renewals