TEKsystems Hiring for Customer Success Leader II (Clearance Eligibility Required*) Full Time

Description:

As an organization, Global Services provides a continuum of services ranging from Engagement Management to full functional Outsourcing including Offshore Centers in Canada and India. Our model provides the ability to engage customers beyond staffing when asked for more ownership, capabilities, or methodology while enhancing client/consultant support.

We partner with progressive leaders to create opportunity, accelerate business transformation and help build the enterprises of tomorrow. We work with 80% of the Fortune 500 to address their technology, strategy, and talent needs. We innovate so industries stay ahead of what’s next. As a full stack technology and talent services provider, we partner with our customers across the globe to own change. Join us.

At TEKsystems Global Services, we live in the tech world. We’re out in front of the trends and tools that shape industry and create fresh opportunities. All-in, fully engaged, high energy partnership is how we approach everything – our commitments and our people. Our people are at the center, fueling our high-performance and our inclusive culture.

We’re doers, looking for doers who do the right thing. Roll-up your sleeves thought-leaders focused on creating possible. Team champions who declare success only when everyone achieves their ambitions. Sound like the career experience you’ve been searching for? We’re looking for a Customer Success Leader II to join our team. A practitioner who accelerates outcomes, affects positive change, and moves business forward.

Let’s partner. Together, we can accomplish amazing things.

Here’s what the opportunity requires:

The Customer Success Leader position is a leadership position in the organization in which the individual is responsible for managing one or more projects/project teams/programs at a time. The Customer Success Leader provides delivery assurance of application services for clients through a range of internal and external functions in the following areas: Solution Delivery, Account Management, Service Design Maintenance and Management responsibilities. The Customer Success Leader is expected to have the experience and background to perform all the duties described below for engagements that are focused on resource management, on-boarding, customer interaction, and other the other key aspects of resource-based managed services. This engagement will be delivered int he National Capital Region at the TEKsystems Office Location. They are expected to have the skills required for complex deliverable-based, fully outsourced, or large-scale engagements or programs.

Key Accountabilities and Priorities:

Solution Delivery

• Gain a clear understanding of customers’ business requirements and their technical requirements.
• Understand and support the approach and solution design proposed by collaborating with customers and stakeholders to manage their expectations and resolve business issues in a timely manner.
• Facilitate internal communication and assembling a solution delivery team for new engagements.
• Consolidate project status and budget information across project portfolio.
• Ensure escalation procedures are documented and communicated to client, consultants, and managers.
• Implement knowledge management strategy and communicate process and procedures.
• Perform issue management and facilitate issue resolution with proper notification to all affected parties.
• Identify and coordinate the change control process.

Account Management

• Perform periodic customer, project, and solution “health checks” with client project teams.
• Ensure customer reference-ability and support on-going relationships.
• Define and implement a Communication Plan that meets project and customer expectations.
• Support the development and execution of an Account Strategy in collaboration with internal stakeholders.

Management Responsibilities

• Understand and manage customer requirements (resource management and environmental factors) to ensure contract compliance and customer satisfaction.
• Ensure engagement methodology is followed by team from opportunity assessment to project closeout.
• Financial and contractual responsibility for engagement profitability.
• Maintain awareness for additional business opportunities and support pursuit of future business through quality results and escalation to internal stakeholders when additional business opportunities may present themselves.
• Ensure Service Management Office project management methodology is followed on all client engagements.
• Mentor, manage and develop project team members.
• Conduct annual reviews and provide feedback throughout the year on employee performance where required.
• Ensure Human Resources policies and procedures are communicated and executed according to internal and consultant HR policies.

Required Education and/or Experience:

• Bachelor’s degree or equivalent, relevant experience
• 10+ years’ experience in information technology and/or professional services.
• 2+ years in IT service management/project management providing project management and daily operational oversight within a professional services delivery environment or equivalent, relevant experience in managing resources in appropriate environment.
• 2+ years’ experience managing/supporting Federal Government of Canada programs
• Experience managing, delivering, and administrating client professional services agreements including the change management process (preference given to Federal Government of Canada agreements procured through SBIPS and/or TBIPS).
• Experience delivering services to major cloud platform (AWS, Azure, GCP). Certifications preferred.
• IT Experience: Delivery Lead, Junior Delivery Manager, Project Manager, Business Analyst, Development, or other IT experience.
• Sufficient understanding of Services Outsourcing, PMI-ACP, PMI PMBOK, PMP, IAOP (Outsourcing Professional), or other relevant certification a plus.

Requisite Abilities and/or Skills:

• Excellent oral and written communication skills ( bilingualism in French & English is an asset), analysis and problem-solving skills as well as excellent time management and organizational skills.
• Superior people and personnel management skills

Other

• Eligibility for Government of Canada Secret Clearance
• Candidate lives in/can commute to the National Capital Region

We offer comprehensive Benefits:

Medical, Dental & Vision

Health Savings

Paid Time-Off

Short & Long-Term Disability

Dependent Care Flexible Spending Account

Transportation Benefits

401(k)

Life & AD&D & Supplemental Life

Experience Level:

À propos de TEKsystems:

Nous sommes partenaires dans la transformation. Nous aidons les clients à activer des idées et des solutions afin de profiter d’un nouveau monde d’opportunités. Nous sommes une équipe solide de 80 000 personnes, nous travaillons avec plus de 6 000 clients, dont 80 % faisant partie du Fortune 500, partout en Amérique du Nord, en Europe et en Asie. En tant que chefs de file de l’industrie des services technologiques complets, des services aux talents et des applications du monde réel, nous travaillons avec des leaders progressistes pour favoriser le changement. C’est le pouvoir d’un vrai partenariat. TEKsystems est une société du groupe Allegis.

About TEKsystems:

We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.