Customer Success US&C Region Leader

Unisys•USA Remote, PA

About The Position

The Customer Success US&C Region Leader leads a regional team responsible for client delivery across mid-size to large, complex accounts. The role oversees implementation services, managed services, and ongoing service support, with a focus on high-quality client experiences, effective use of internal resources, and periodic revenue activation. The leader takes ownership of client issues throughout the contract lifecycle and ensures they are resolved effectively. The position directs implementation processes and coordinates with internal teams and service delivery organizations to provide smooth, cost-effective delivery. It establishes governance and communication channels with clients, manages contract scope, conducts periodic operational reviews, and may participate in governance and SOX compliance audits. The role monitors account financial health, develops and administers budgets and schedules, and works with Services Engineering to optimize delivery costs and resolve technical and operational problems. The leader ensures contracted services meet cost, governance, performance, quality, innovation, and value requirements. It supports contract and account governance, contributes to annual service-level agreement reviews, and provides operational and risk-management strategies across accounts. The role also builds relationships with client executives, develops innovative approaches to implementation and service delivery, partners with organizational leaders to strengthen Services Engineering capabilities, and coaches the team to identify potential opportunities beyond contracted scope.

Requirements

BA/BS degree and 8–10 years of relevant experience, or an equivalent combination of education and relevant experience.
8–10 years of technical leadership experience.
Experience working in a matrix environment.

Nice To Haves

Graduate degree.
Six Sigma certification.
ITIL certification.
Project management certifications.
Leadership certifications.
P&L experience.

Responsibilities

Lead a regional team responsible for delivery across mid-size to large, complex client accounts.
Manage implementation services, managed services, and ongoing client support to ensure high-quality delivery and effective use of internal resources.
Take ownership of client issues throughout the contract lifecycle and follow through to resolution.
Direct teams in following defined implementation processes and coordinate internal resources for smooth, cost-effective delivery.
Partner with departmental owners to resolve client issues and escalate delivery or other issues when appropriate.
Establish governance and communication channels between clients and Unisys delivery organizations.
Manage contract scope and conduct periodic operational reviews with service delivery organizations and clients.
Participate in governance and SOX compliance audits as needed.
Monitor client and account financial health and recommend actions to address financial misses or anomalies.
Develop and administer budgets and schedules, and support Services Engineering in optimizing delivery costs and services.
Work with Services Engineering to meet schedules and resolve technical and operational problems.
Ensure contracted services meet cost, governance, performance, quality, innovation, and value requirements.
Participate in contract and account governance and develop or co-develop annual service-level agreement reviews.
Provide operational and risk-management strategies across accounts and ensure Services Engineering teams apply them.
Direct staff in building and maintaining strong relationships with key client executives.
Lead development of innovative ideas and principles related to client implementations, client service, and project management, involving BU Consulting, CTO, and Solution Management experts.
Partner with other leaders to develop expertise and capabilities within Services Engineering.
Coach the team to understand client needs and identify and propose out-of-scope or new opportunities involving company products and services.