Senior Director, Global Customer Success Office

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Senior Director, Global Customer Success Office

Anywhere in United States

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Description

The Senior Director, Global Customer Success Office is part of Rizing’s Global Customer Success Office (GSCO), supporting all Line of Business‘ customers globally at every stage of the customer engagement lifecycle with the goal of long-term client retention and customer satisfaction, helping the sales team in strategic pursuits, and ensuring successful implementations with strategic customers.

As a Senior Director in the GCSO, you will collaborate with customers, SAP, and Rizing/Wipro employees, working alongside the Client Program Executive(s) to provide leadership and direction to the project teams and to Client senior executives.

Essential Functions

• Build and sustain strong relationships with customers and SAP executives to improve retention rates and achieve high levels of customer satisfaction
• Work with Business Development and Professional Services on large, complex sales cycles by providing strategic input, advising on sales strategy, and establishing an executive presence in client interactions
• Provide strategic advice and thought leadership to Professional Services on proposal cost estimates, timelines, resource needs, approach and methodology and support account strategy and close plans
• Provide strategic and tactical program and project management guidance regarding delivery excellence, quality assurance and valuable product and industry insights and thought leadership
• Working alongside the Client Account teams, identify and analyze structural risks for Rizing/Wipro teams and develop actionable Risk Response plans
• Perform billable work on large, complex programs in the role of Executive Advisor and Program Executive
• Accountable to ensure and enable the Rizing/Wipro project leadership team towards achieving the successful delivery and execution of the respective programs and projects

Essential Functions (Continued)

• Coach, mentor and advise Rizing program leaders on large scale implementations and at strategic customers
• Facilitate Project Team Experience surveys globally, analyze results, and make recommendations to project leadership and customer executives
• Collaborate with Marketing and the Lines of Business to conduct customer satisfaction surveys and publish results including data and analytics
• Communicate structural risks and responses to all Rizing stakeholders
• Sponsor the deployment of the GCSO framework in Active and Enabled accounts
• Support the continuous improvement of the GCSO framework
• Performs other duties as assigned

Required Qualifications

• Bachelor’s degree or equivalent/recognized professional qualifications
• At least 15 years prior work experience in SAP Program/Project Management (projects of a larger/complex scale) or at least 15 years of SAP functional experience

Desired Qualifications

• Lateral knowledge of SAP S/4 modules in the Retail, Fashion, Consumer Products, Enterprise Asset Management, and Human Capital Management sectors would be advantageous
• Formal training/certification in Project Management preferred
• Large, global, and active SAP network, including SAP, SAP customers, and SAP partners
• Working experience in multiple geographic regions (not necessarily in SAP)
• Working experience in multiple industry sectors

Knowledge, Skills, and Abilities (KSAs)

• Strong communication, organization, and planning skills
• Well-developed presentation and public speaking skills
• Strong relationship building and management skills
• Executive presence in customer engagements and interactions
• Ability to analyze, understand and adapt to specific customer culture and political structure
• Adaptable interpersonal skills at all levels of the Rizing and customer organization
• Ability to mentor, coach and motivate Rizing project teams to produce high quality outputs and deliverables
• Working knowledge of the Retail, Fashion, Consumer Products, Engineering, Utilities, Transportation and HCM business models across global regions
• Ability to assess a customer or project environment and provide strategic input and viewpoints to meet the combined Rizng and customer objectives
• Knowledge of best practices in customer service and retention
• Foundational knowledge of structured implementation project methodologies and tools

Knowledge, Skills, and Abilities (Continued)

Work Environment and Special Consideration

• Some travel to client worksites and Rizing/Wipro meeting locations.
• Works in a professional office and/or remote office environment
• Routinely uses standard office equipment such as laptops, monitor, printers, scanners, phones, and headsets

Competencies

Collaboration
Courage
Excellence
Integrity
Respect

Rizing provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Ready to become someone’s hero?

At Rizing we solve business challenges. We create solutions that accelerate our clients‘ ability to excel at what they do best – so they can get back to doing more of what they do best. Our secret sauce is combining our industry knowledge with SAP technical expertise.

We’re a multi-million-dollar global SAP professional services firm who chose a specialized focus on SAP Enterprise Asset Management, Consumer Industries and Human Capital Management. We win through recognition that diversity spurs creativity. Our teams place collaboration, integrity, courage, mutual respect, and a commitment to excellence as their top priorities. And we often accomplish this through remote and virtual work environments.

We’re not so big to have lost sight of our mission and vision or to have lost connection with our clients. We’re the right size to deliver personal professional services and to give our employees opportunities that often aren’t available at larger firms.

If your passion is solving puzzles, improving processes, leading change as part of a team of SAP experts, then this might be the place for you.

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