About InGenius
**_At InGenius, we understand the importance of #innovation,

entrepreneurship, and #partnership. That's why we share the risk upfront with

our partners and clients by deploying our resources and capital investment,
giving you access to a unique team of experts, and orchestrating a unique
ecosystem of embedded tech partners, knowledge networks and #startups._**
The InGenius Lab is the embodiment of Injazat's philosophy - a team, a
process and a working environment to enable innovation. That is why the
company does not see itself as a service provider, but as a transformation
partner working with private companies as well as government entities -
integrating an ecosystem of vendor partners with niche expertise to create
win/win solutions.

As an Customer Experience manager within InGenius, you are:
Responsible for customer success through the management of service delivery
initiatives, Implement Service Improvement Plans and provide strong customer
relationships across multiple customers grouped in a cluster.

KEY ACCOUNTABILITIES
Day to Day Operations
* Design, build and manage the end to end CX workstream for the entire venture
* Customer Journey Mapping
* Service Design Engineering
* Stakeholder management
* Educate and onboard key stakeholders into this framework (internal and external)
* Lead and inspire team (and stakeholders) on a CX designed framework
* Run workshops to generate tangible outcomes for CX
* Work in and with cross functional teams to deliver innovative CX
Customer Success
* Ensure long term customer relationship management
* Think long term and ensure high customer commitment
* Upsell the need of new product categories and facilitate any demo as required
* Constantly find solution to all the pain points and ensure high customer happiness
Budgets and Plans
* Recommend the budget, and monitor financial performance versus the budget so that the business is aware of forecasted costs and revenues; areas of underperformance are identified and opportunities to improve performance are capitalized upon.

People Development
* Provide coaching to employees and peers to drive knowledge and understanding of the value of Partnerships
* Track individual KPIs to ensure optimum output and delivery efficacy

Continuous Improvement
* Motivate one's own team and identify opportunities to take part in change initiatives, programs and projects that reflect international best practice and changes in the competitive environment.

Policies, Processes & Procedures
* Recommend improvements to departmental policy and directs the implementation of procedures and controls so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service to customers.

COMMUNICATIONS
Internal
* All Injazat employees and management
* Digital Architects
* Industry Vertical Leads
* Product Teams
External
* Vendors and Suppliers
* Customers/Clients
* Govt / Private sector decision makers, primarily at C- Level

Minimum Qualifications:
* Bachelor's Degree in computer science, Social Science or Business, or equivalent experience
* ‎8 + years of success in complex technical engagement management, service delivery management and/or portfolio and program management required
* Extensive experience within related advisory services, management/technology consulting
* ITIL v3 Practitioner or v4 Foundation preferred
* Experience in managing various stakeholder relationships to get consensus on solutions/engagements required