SirionLabs - Manager - Customer Success

About the Role :

You will be leading accounts assuring success for our customers goals and driving revenue growth for our platform. You will lead world class, multi-disciplinary teams that deliver both the customers business objectives, and meet the needs of their end users, suppliers and vendors. You will develop and maintain a deep understanding of our platform capabilities and the business value it brings to our customers. In this critical customer facing role, you will build and nurture close trusted relationships to make sure customers rely on us as an all-weather partner for CLM needs. 

You are required to have thorough knowledge in CLM pre and post signature processes. Through a learning, adaptive, innovative problem-solving approach you will help customers resolve their challenges in adoption and value realization from our platform leading to a sustained growth in our business with the customer.

Key responsibilities :

- Lead implementation and on-going operations either on-shore/off-shore for existing and new customers, managing a team of contract management professionals if required remotely.

- Partner with the customer's team to understand business requirements to implement solution.

- Define, influence and establish future process map in a consultative manner.

- Establish working relationship with customer's business lines and other key stakeholders to define requirements.

- Assess the customer environment and determine how to configure our platform for the customer and explain this information accurately to the team for design and execution.

- Create and maintain detailed project plan with task dependencies, resource loading, risks and issues register.

- Track and report various work streams delivering contract management services during and post implementation. Establish key milestones and success criteria for delivery.

- Ensure risks and issues are monitored effectively, with mitigation plans, and take assistance from various part of the organization and customer project team as required.

- Perform thorough quality assurance of deliverables and ensure reliability and quality from start to finish.

- Carry out pre-go live checks and gain customer acceptance on system configuration.

- Hold governance reviews internally as well as with customer stakeholders during and after go-live to report progress made and highlight/mitigate any risks.

- Conduct workshops and training sessions with customer and supplier stakeholders to enable new system and processes on an ongoing basis; based on a thorough expertise in our platform features and capabilities.

- Lead change management initiatives in consultation with customer stakeholders to improve new system/process adoption and closely monitor usage patterns.

- Review system performance on a regular basis and raise tickets with support team to resolve proactively.

- Track user creation in line with the agreed base in the executed software contract.

- Collaborate with product and engineering on new functionality requirement basis customer feedback and participate in daily prioritization calls to resolve day to day issues.

- Support the account management team in identifying new business opportunities and leads in the account.

Requirements :

a) Functional Skills :

- 6+ years of relevant work experience in contract management, contract compliance domain; exposure to global outsourcing contracts with a consulting firm related to outsourcing industry, or with firms in a relevant position.

- Comprehensive knowledge and experience in contract and/or financial management of global outsourced services as a customer or service provider having strong understanding of different pricing models, such as managed services pricing models, forecast based spend model.

 - Ability to understand and manage risk arising out of outsourcing contracts obligations and deliverables with exposure on transformation aspects including shared services, operational improvement and outsourcing/offshoring.

- Strong interpersonal, communication, analytical, problem-solving and organizational skills.

- Adept in project planning with excellent understanding of business goals and drivers.

- Ability to bring consultative approach and value propositions to the customers based on as is assessment of customer/supplier business environment.

- An understanding of global corporate contract and/or financial practices - including drivers of process costs, ability to work with service providers to ensure effective commercial solutions and relationships and agreed upon service level agreements.

- Delivery management experience, including managing teams at all project phases, successful customer relationship management and project oversight.

- Strong presentation, verbal and written communication skills with the ability to articulate complex ideas in easy to understand business terms to all levels of management.

- Hands-on user experience in contract management or supplier management software.

- At least 3 years of recent experience in complex software implementations including customer environment assessment, requirements gathering, software configuration and testing.

- Software implementation project management, with proficiency in project management tools and visio.

- Experience in contract management, supplier management, performance management, PO systems.

- Experience in working with offshore resources and team management.

- User training development and delivery.

- Test plan development.

- Experience in a SaaS or Cloud environment is a plus.

b) Technical Skills :

- At least 3 years of recent experience in complex software implementations including customer environment assessment, requirements gathering, software configuration and testing.

- Software implementation project management, with proficiency in project management tools and visio.

- Experience in contract management, supplier management, performance management, PO systems.

- Experience in working with offshore resources and team management.

- User training development and delivery.

- Test plan development.

- Experience in a SaaS or Cloud environment is a plus.