Customer Delivery Manager- East Coast
About The Position
Accountable for the delivery of end-to-end Services to Banking and Retail customers and for the delivery of high-quality services. Ensures Support and Delivery processes are in place to meet contractual commitments, while maximizing gross profit and gross margin. Acts as a key member of the Account team and must have a detailed knowledge of contractual commitments as well as the financial health of the account. Works with the Account Manager to ensure that commitments made to the customer are achievable and align to the financial goals set. Is empowered to make decisions which drives customer success and gross profit and works closely with other delivery units to remediate customer escalations. Works in partnership with Segment in identifying any opportunities to grow the company footprint within respective accounts.
Requirements
- Diploma or equivalent work experience required.
- Minimum of 2-4 years of relevant experience or equivalent combination of education and experience in Account Delivery Management.
- Good business English skills (Written and spoken).
- Ability to travel as needed
Responsibilities
- Responsible for Customer Delivery Management in small to medium-sized accounts.
- May support more senior Customer Delivery Managers with the management of large accounts.
- Develops customer relationships as a trusted advisor, providing business and product expertise and exceptional customer support.
- Informs customers of various DN services, features and optimizations.
- Solicits customer feedback and works internally with delivery teams to ensure understanding of customer needs and priorities.
- Identifies areas for improvement with internal teams to ensure customers receive committed service levels and avoid penalties.
- Proactively meets with customers to review DN's actual versus anticipated service levels.
- Addresses issues and ensures go-forward compliance with agreed-upon standards and expectations.
- Develops ongoing business relationships with key customer technical and managerial stakeholders.
- Monitors financial performance and identifies opportunities to improve profitability for DN.
Benefits
- Health, Dental, and Vision Insurance
- Life Insurance
- Critical illness, Accident, and Hospital Indemnity Insurance
- 401(k) Savings Plan
- Health Savings Account
- Leave of Absence Benefits
- Paid Time Of
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
