Test Yantra - Director - Customer Advocacy

Roles:

- Reports to the VP of Customer Advocacy

- Monitors client engagement for adherence to project deadlines and payment schedules

- Manages capacity forecasts for client-facing project delivery teams

- Ownership of client-oriented reporting dashboards used internally

- Manages roll-out of process evolutions and refinements

- Client-facing responsibilities for project reviews and escalations

Responsibilities:

- Oversees delivery activities for all client deployments – includes ensuring that status is reflected accurately in company reports. Ensures project plans are maintained and timesheets are completed as required.

- Revenue and margin business management – tracks revenue associated with all projects and establishes profitability metrics

- Staff management – drives hiring processes for Client Solutions Management and Services team based on demand and coordinates periodic reviews. Provides feedback to management on staff development needs.

- Client project forecasts – through interactions with Sales, the forecast of projects for the next few months is to be maintained along with expected revenue and staffing expectations

- Capacity management and resource allocation – maintains capacity data and participates in staff slotting process for new projects. Also manages impacts of schedule changes on capacity.

- Internal project reporting, including dashboards – ensures all reports are updated regularly and accurately.

- Coordinates periodic project reviews with clients to identify areas of improvement that need to be made.

- Process adherence and evolution – monitors process adherence and solicits feedback from the CSM and Services teams in terms of process improvement

- Risk management – ensure that risk assessments are performed adequately for all client projects

- Escalation management – ensures that client project escalations are handled per process

- Presales support – orchestration of responses to pertinent sections of RFIs and RFPs.

Skill set:

- Strong people management and leadership skills

- Operational control (project budgets)

- Excellent communication, organization, presentation and interpersonal skills

- Ability to interface with customers at all levels

- 16+ years of consulting-related experience; 3+ in a consulting management role

- Understanding of Cloud Computing principles, features and benefits

- Understanding of web technology and concepts

- Ability to travel globally, but not expected significantly for this role (less than 10%)

- Location:Bangalore

Ashwini Singh
Test Yantra Software