Project Manager Job in Tavant

The CS Manager is accountable for end-to-end service program delivery within an assigned portfolio of customers, representing Customer Success throughout all deal phases while demonstrating a critical partnership with internal and external stakeholders. The Customer Success Manager is responsible for driving and overseeing all aspects of application support for production system for TWoD implementations. Someone who is well versed in cloud adoption, program delivery management practices, and technology trends. This is an exciting role that will help fuel customer success through leadership with business, customer, and team growth. The CS Manager serves as the primary leadership point of accountability and/or escalation for their portfolio of customers. This role has direct people management responsibility for Customer Success and supervises the Customer Success and Support deliveries to customers by their team.

The role will serve as the primary escalation point of contact for critical production outages and process failures impacting internal and external users. Provide day-to-day management and direction for all aspects of application support operations including:

• Demonstrate leadership experience in building, coaching, developing, and retaining high performing teams to achieve business results, customer success and value realization
• Address application and system performance issues
• Resolve application defects while developing workaround
• Review and prioritize issues to be fixed and released into production systems
• Ensure that the support team follows best practices
• Optimize resourcing teams to support various business needs
• Negotiate and implement CRs

Responsibilities

Own post-production defects and change requests and ensure priority is assigned to resolve issues
Actively participate in the development, implementation and management of action plans for the escalated customer and critical priority issues
Drive creation of knowledge base solutions and documentation for key technical support topics
Assembles and leads cross-functional teams under a matrix management structure to address and resolve complex incidents and problems
Responsible for analyzing risks and recommending mitigations for changes
Project Reporting external and internal, participates in customer project meetings
Manage scope changes, own financials for the shared support team
Responsible to develop and perform analysis of trending reports to proactively prevent outages and deliver solutions
Create and manage off-hours and weekend support rotation schedules
Actively participate in project sizing and resource requirements
Partner with the entire organization to continuously improve stability of production systems
Develop and trend metrics to assess and improve Production support utilizing continual service improvement methodologies
Maintain an expert understanding of the production environment where the applications run, the technologies utilized, and the application workflows
Handle administrative responsibilities such as scheduling, timesheets, resource management, and annual reviews

Skills

Proven ability to provide technical support
Ability to assess, analyze & provide recommendations for complex issues
Exceptional client handling skills able to work with all levels within the client portfolio
Possesses the aptitude to quickly understand work processes and flows in various business units
Ability to lead discussions and troubleshooting effort work with different technical teams
Familiarity with various application architectures including web, client/server, and mobile
Experience in implementing or supporting monitoring strategies, tools, and procedures
Experience in managing SLAs & ability to build relationships with various stakeholders
Experience in partnering with the release management team in improving production support
Ability to work in a fast-paced team environment
Must be able to function with minimum supervision and be able to prioritize all work tasks
Prior experience in manufacturing industry preferred

Qualifications

8 - 12 years of experience in application support
3 years of experience with incident management & operational metrics
BE / BTech / ME / MS
Tools: Salesforce, Java/J2EE, SQL Server, Oracle, Java, J2EE, XML, .Net, Oracle PL-SQL, SOA, Web Services