Elior - Customer Success Manager - Agency

Strategic Management:

- Develop and implement comprehensive program strategies in collaboration with internal and external stakeholders, including academia, external vendors, government agencies.

- Identify, evaluate, and select external agencies based on their capabilities, experience, and alignment with program goals.

- Support in finalization of contracts with selected agencies, ensuring clear scope of work, timelines, and performance metrics.

- Prepare GTM plan to achieve objectives.

- Operationalization:

- Develop and maintain strong working relationships with agency representatives, fostering open communication and collaboration.

- Set up review cadence, monitor agency performance, including through field visits against agreed-upon metrics, providing ongoing feedback and guidance.

- Conduct regular performance reviews and address any performance issues or concerns with stakeholders, including agency proactively.

- Manage budgets allocated to each agency, ensuring efficient resource utilization and adherence to financial guidelines.

- Oversee the quality of services delivered by agencies, ensuring they meet program standards and expectations.

- Communication and Reporting:

- Create dashboard and provide regular progress reports to senior management regarding program performance, agency activities, and budget utilization.

- Facilitate communication between internal stakeholders and external agencies, ensuring everyone is informed and aligned throughout the program lifecycle.

- Prepare clear and concise documentation, including project plans, reports, and meeting minutes.

- Proactively identify and mitigate potential risks associated with external agencies and program execution.

- Develop contingency plans to address unforeseen challenges and ensure program continuity.

- Effectively problem-solve issues related to agency performance, resource allocation, or program delivery