Senior Global Client Services Organization Manager

NEXUS CORPORATION (Tokyo, 日本) フォロー 23日前

Contract Corrective Actions Service Levels IT Security Team Performance Third Party Vendors

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Roles and Responsibilities:

Global lead for the overall program success of the account as measured against the approved business case, contractual deliverables and key customer satisfaction criteria
Overall leadership for implementing customer approved account governance, and managing all critical executive level customer escalation communications
Accountable for ensuring seamless and effective management and alignment across all critical cross functional areas/roles within client and with third party partners to achieve the required business outcomes for client /end clients on assigned deals, including close collaboration with functional executives from Sales, Operational teams, Finance, PCM, Product Management, Commercial Management and Legal

Leadership:

Lead a global team of highly talented professionals to successfully manage assigned accounts to meet the required targets for P&L achievement, delivery and customer satisfaction
Provide highly visible leadership for the internal cross functional teams to ensure a mutually successful outcome for the client and end clients
Working with the Sales team provide the primary point of contact for all client needs, requirements and expectations with regard to the client relationship

Business Growth:

Actively partner with Sales in assigned accounts to:Grow and diversify the revenue base to exceed sales imperatives
Target and close new business, as assigned, within defined financial and operational parameters
Translate new customer requirements into formal agreements, establishing specific solutions and leading the efforts to drive to a successful client outcomes

Client Success:

Ensure the highest level of your client’s organization in assigned accounts through:Ensure successful delivery of client committed deliverables to achieve the clients targeted business outcomes
Establish programs to bring innovation to the client relationship beyond contracted commitments
Manage executive sponsorship and the most senior client executive relationships for current and future relationship growth
Plan and managing customer satisfaction programs for Transition, Transformation and ongoing service operation
Measure, track and report on service level performance and developing the necessary improvement plans as required
Meet regularly with most senior client executives to maintain a strong relationship and ensure full alignment on success metrics for all required improvement actions.

Commercial Management:

Ensure that the assigned accounts achieve their respective target business case outcomes maximizing overall profitability whilst minimizing commercial risk and retaining client satisfaction, through:Take a leadership role in commercial, solution definition and operational negotiations with the client and third parties with personal involvement as required
Establish processes to ensure the delivery of contractual commitments, achieve the necessary business controls and manage commercial risk
Implement controls that ensure that any significant contract change which could affect either the P&L performance against business case or customer satisfaction is identified and proactively reviewed and approved at the appropriate level within client
Ensure the necessary team performance and personal participation as required to successfully conclude client negotiations.

Financial Management:

Work with client cross-functional teams to drive the reporting and proactive reviews required to meet the P&L results for assigned accounts:Review results with the account leadership teams on a monthly basis
Pursue and monitor the required corrective actions until the P&L tracks to the business case
Drive client P&L improvement programs, including addressing new business growth opportunities, operating cost optimization and pursuing third party vendor cost reduction

Governance:

Establish robust governance processes for assigned accounts that will ensure the achievement of financial targets, client satisfaction, and management of commercial risk and maintenance of compliance by:Lead the most senior level of client governance for assigned accounts
Ensure that the necessary business controls are implemented and maintained for the assigned accounts
Identify any trending against key customer satisfaction objectives which may require the establishment of an improvement program
Drive processes for the development, implementation and regular review of any such improvement plan

Continuous Improvement:

Work with all relevant cross-functional teams to drive continuous improvement in the delivery strategy of your assigned account

Requirements

Bachelor degree or higher
Native Japanese language, minimum of N1 certification required, with solid communications skills in English
Strong cultural understanding of the applicable market and relevant language skills to be successful in that market
Effective communicator that is able to establish strong C-level relationships both internally and externally
Experience with establishing and maintaining strong client relationship management, business management, operational, technical and program management skills
Extensive professional knowledge of market segment, industry and technology trends

Experience in operating with major international corporate clients in the following areas:

Sales, operational delivery and customer relationship management of high profile and high value complex global networking, IT applications and outsourced accounts
P&L accountability, financial and general business unit management
Large scale domestic and international organizational management involving complex internal matrix management and external partner/third party relationships
Demonstrable experience in formal implementation and delivery models including working with partners and third party sub-contractors
ITIL based managed services delivery experience in ITO, BPO and enterprise grade application management
IT Security qualification a plus
ITIL qualifications a plus