Senior Director, Global Customer Success Office

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.
• 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 Rizing and customer objectives.
• Knowledge of best practices in customer service and retention.
• Foundational knowledge of structured implementation project methodologies and tools.

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.

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.