18519 Head of Customer Communication Mgt Services (Open)
Position Type:Full time
Position Pay Range:
Pay Range may vary by geographical location$185,690.00-$297,104.00
CSG's Customer Communication Management (CCM) is a complex, multi-functional part of our overall global business. The CCM Services Leader is a new and instrumental role in creating and driving incremental value that contributes to the overall P&L. This role will establish the overall vision, implement and and lead a best-in-class Services and Systems Integration Consulting organization within the CCM solution unit. The CCM Services Leader is responsible for the following:
Bring a clear vision and create the overall strategy for systems integration and services consulting organization where IT complexity and legacy integration is high.
Create the go-to-market story for innovative professional services and system integration solutions and offerings that our team of business builders can leverage with our existing and new customers.
Lead CCM services, project management and business process optimization that provides for seamless delivery and overall efficiencies.
Collaborate with the business units and feedback from the field to improve our cross-portfolio integration capabilities and bring these capabilities to market.
Essential Job Functions
Build and execute a comprehensive vision for the CCM Services practice that positions CSG to drive incremental revenue across the full CCM portfolio .
Evangelize the overall service vision and strategies to CCM leaders, business builders and other applicable CSG stakeholders that inspires conversations and action within our customer base.
Create an inventory of solutions and capabilities that expand and compliment CCM offerings while aligning to practices found elsewhere in CSG.
Develop practices adjacent to our existing project implementation practices including Program Management, Testing and evolving areas such as Data Analytics/Reporting, Business Process Optimization as well as SI practices for non-CSG applications.
Build detailed overall (GTM) plans to create superior growth and diversification of the business: This role has broad accountability for all the levers needed to translate strategy/business plans into multi-channel GTM execution (including, enabling sellers from other PL's and SSU's to discover and close-win sales of CCM PL's) . Accordingly, a proven track-record in driving GTM success (and providing on-the-field leadership) is critical.
Accountable for the revenue, sales bookings, delivery/operational performance, as well as the overall P&L and customer experience for designated PL.
Proven ability to install "systematic sales operations discipline": drives customer commitment and manages the overall sales process that includes customer engagement, opportunity qualification and definition, proposal development, solution confirmation, and close.
Create maximum collaboration with Marketing, Product, and Services to ensure consistent messaging to customers, and help them gather the voice of the customer information to continue to evolve our product and solution offerings.
Create innovation mechanisms for the "voice of the customer" and provide feedback to the product development and operations organization for improvements, market trends analysis, customer architecture roadmaps/product portfolio evolution, etc.
Ensure the establishment of operational and delivery excellence to support the goals of the unit. Assure customer experience by reimagining key business processed with a relentless focus on operational and delivery excellence, improving our agility, quality/reliability, and OpEx efficiency.
Design, implement, and test enterprise-wide automation systems to ensure efficiencies are achieved across the Services Organization.
Collaborate with Product, Engineering, GTM and others to develop single end-to-end services methodology with particular focus on Product Maintenance and the L1-L3 Support Center.
Collaborate across services practice areas to develop a comprehensive, streamlined, and disciplined delivery methodology that instills customer confidence while positioning CCM for growth through an enhanced customer experience.
Thoroughly understand competitive business environment, predict and respond to challenges. Identify issues and risks in a timely manner and develop and/or implement appropriate risk responses and contingency plans.
As an extension of designing the "value propositions" for assigned PL's, collaborate with the Client Delivery function and the Customer Operation Teams, create the overall strategy and service delivery expectations that provide for an exceptional customer experience based upon measurement and management of Service Level Agreements (SLAs) and Operating Level Agreements (OLAs).
Ensure there is collaboration with the CDE, and provision of oversight and guidance to all critical customer delivery projects. Through direct-action or via formal delegated authority, ensure systems of proactive escalation, wherever necessary, to the customer, product management, engineering, or senior leadership, for adequate resolution.
Leverage knowledge of the customer's business and technical drivers and participate in the creation and execution of the services sales strategy to retain and expand customer base. Assist in the development of proposals, contract renewals, as well as RFQs, RFIs, and RFPs. and customer presentations.
Create an engaged and high-performing team, through strong communications with and development of existing staff, employment of systematic performance improvement programs, and high-impact recruitment of talented and diverse colleagues with proven track-records and deep knowledge in key areas.
Incumbent is accountable for demonstrating professional working behavior that includes (but is not limited to), building and maintaining constructive working relationships, implementing proactive and concise communication, acting as a resource to colleagues, and engaging in collaborative thinking and problem solving while demonstrating CSG's core competencies, and values, and supporting key workplace initiatives.
Must be able to travel internationally and/or domestically up to exceeding 50% of the time.
Requires BS/BA in business or related field, MBA is preferred.
Knowledge, Skills and Experience
Minimum of 12 years relevant experience in a multi-product global services delivery environment, preferably within the telecommunications (OSS/BSS) sector.
Extensive consulting background.
Experience building a systems integration practice to include solution innovation, P&L management, practice management and complex solution sales.
Experience in leading professional services organization, providing scoping, design, customization, configuration, delivery, and strategic consulting for SI and Conversions customers.
Track record of embracing partnerships successfully in a complex service delivery environment.
Executive level presence with strategic planning experience to lead large, complex growth opportunities.
Strong people leader with the ability to challenge the status quo and drive innovation.
Proven track record of a change manager and adept at building high performance teams while driving transformational initiatives.
Effectively builds and maintains partnerships at all levels across the company.
Adept at influencing others, both externally and internally; ability to work effectively and build consensus across various functional groups to achieve goals.
Systematically solves problems and hypothesizes possible customer pain points, expectations, and implicit needs.
Strong program management skills with experience managing complex and business critical programs.
Demonstrated experience in business process improvement, leveraging technology and continuous improvement tools/techniques.
Advanced project financial management experience with focus on revenue growth, sales forecasting, P&L responsibility, business and financial planning and reporting.
Ability to motivate teams and drive them to project execution.
Builds and embraces partnerships successfully in a complex service delivery environment.
Tailors communication to the customer's needs; effectively delivers presentations and has strong verbal and written communication skills.
Ability to use a personal computer. Proficiency with other Microsoft Office applications.
Ability to read, write, speak and understand the English language in a business environment.
This role is eligible for a bonus opportunity.
CSG is proud to offer employee-focused benefits that are robust in design and support a wide spectrum of employee well-being needs. Included in our benefits package is your choice of 3 medical plans administered by United HealthCare, MetLife dental, and vision coverage. CSG also offers an Incentive Savings Plan (401k), serviced by Fidelity Investments. CSG makes a dollar-for-dollar Matching Contribution based on the first 5.5% of your eligible pay you contribute as Pre-Tax or Roth After-Tax Contributions. All contributions are immediately 100% vested. At CSG, we recognize the ability to take time away to recharge is important. We offer a US Tiered Vacation Plan for non-exempt (hourly) roles, and a Flexible Vacation plan for all exempt (salaried) employees. For more benefit details, please Click Here.