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Job Description
A Service Delivery Manager’s primary focus is building strong and mutually beneficial relationships with their assigned clients. They serve as the primary liaison with Client, the Engineers, and Catalyst Account Management; supporting projects, and service delivery. They drive client satisfaction. They are Concentrix culture catalysts.
Responsibilities:
- Client Facing responsibilities
- Builds strong relationships with assigned clients and CNX business units.
- Serves as the primary contact for the client and internal business units.
- Responsible for client communications and conflict resolution.
- Address client concerns in an efficient and timely manner.
- Engineering team responsibilities
- Partner with the Engineering team to ensure on time and to budget delivery.
- Assist Engineering teams to understand client requirements
- On board and continue to support the Engineers needs after on boarding.
- Catalyst Account Management.
- Understand and communicate client business problems and needs to internal and external stakeholders by leading and being an active participant in client-facing meetings.
- Deliver monthly reviews to account management.
- Support business during client QBRs.
- Minimize Engineering costs.
- CSAT Technology Champion
- Seek client feedback.
- Develop related action plans to improve CSAT.
- Collaborate with Engineering team to help drive improvements in CSAT score.
- Concentrix Culture Champion
- Develop personal understanding of what it means to live the Concentrix Culture.
- Model the way by aligning actions and behaviors with the Concentrix Culture.
- Mentor others to understand and model the Concentrix Culture.
Position Requirements:
- Bachelor’s Degree in related field from a four-year university or college preferred.
- Excellent verbal and written communications skill (English, and native language)
- Excellent listening, negotiation, and presentation skills
- Proven ability to prioritize and deliver multiple client-focused projects in a fast-paced, deadline-oriented business environment.
- Expert ability to handle conflict resolution.
- Ability to influence effectively at all levels of the organization.
- Proven ability to track/manage/reduce costs.
