Head of Customer Success Program

About the role

Job Purpose:
Reporting to the Head of Security CoE (Center of Excellence) in Egypt MSC.
* As a Customer Success Program Manager, you will lead, support, and work closely with cross-functional teams across Security and other service/technology domains (Connectivity, SDWAN, and Cloud) to successfully deliver technology-enabled transformation programs and large integration projects for strategic security customers.
* You will be at the forefront with our customers/accounts teams and at the center with service delivery teams supporting customer's projects, providing a unique perspective on delivery strategies, operational models, and guiding them to successfully adopt our Security & SWDAN solutions to realize their business outcomes.
* You will be responsible for customer success through effective management of program deliveries and strong customer relationships.

Key Tasks and Responsibilities :
* Work closely with the CoE Head and security management team to achieve the center business and operational objectives.
* Responsible for high profile transformational programmes and integration projects, securing delivery on time, within cost and at the required quality level, and delivering highest levels of customer satisfaction.
* Drive adoption of Security/SDWAN solutions from Pilot/MVP to production by providing cross-engagement oversight, internal resource orchestration, and blocker escalation in close collaboration with key account team unit members and business partners supporting customer success.
* Drive and lead Customers success programmes, and act as the main point of contact for the customer/account teams to deliver an exceptional customer experience with proactive communication, and using effective engagement models to align, track and realize customer business goals.
* Critically evaluate existing delivery and operational processes and workflows to drive operational efficiencies and define relevant solutions.
* To design, build, and measure scalable processes, workflows, and automations that enable our delivery teams to deliver exceptional value.
* Forecast program demand and determine resource allocations and coverage across multiple projects, products and / or programmes.
* Identify program(s)/project(s)risks, and work with extended team to create and execute "get well" plans.
* Track, escalate, and plan for the remediation of technical blockers and provide engineering feedback to further our product and solutions as appropriate.
* Identify and manage key programs and initiatives to continuously improve our level of service, organizational efficiency, and improve customer experience and value realization.
* Communicate effectively with senior management and stakeholders on programmes risks and progress towards its business objectives.
* Contribute to thought leadership on technology-enabled transformation strategies and on adoption of state of the art technology trends.
* Expand and identify current and new business opportunities by strengthening client relationships.
* To keep up to date with emerging security trends, threats, best practices and standards (internal and external), regulations, and security enhancing technologies.
* Ensure all direct reports adherence to internal policies, processes, and standards.
* Any other duties and responsibilities commensurate with this role.

About you

Professional Experience
You are a mature professional with at least ‎10 years of experience in
IT/Telecom, and + ‎5 years of proven experience in complex technical engagement
management, program management, and/or consulting/professional services at all
stages, in particular service design, service delivery, within Security,
Infrastructure, and/or Cloud Industries.
Educational background and qualifications :
* Bachelor's degree or equivalent work experience. Bachelor's degree in Computer Science, Information Technology, Engineering or related field. Preferred..
* Master degree is strongly preferable.
* Relevant professional accreditation in IT Service Management ,operations management, Program and business management will be strongly considered.
Your skills include:
* Program Management - Proven experience leading and delivering within large scale programmes. Excellent skills in planning for a portfolio of engagements, cross-teams collaboration, resource orchestration, communications, analytical capabilities, and attention to details. Strong customer focus, able to respond quickly and effectively to customers' issues and opportunities, and able to adapt to a fast changing customer landscape and challenges.
* Relationship Building - Proven track record of building relationships with customer key contacts in large or highly strategic accounts. Experience in managing various stakeholder relationships to get consensus on solutions/engagements required.
* Leadership and Communication - Strong people management and emotional intelligence skills, with proven ability to influence at all levels and disciplines to drive decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication.
* Technical - Experience in providing new perspective to tough technical challenges and crafting solutions. Capturing best practices and sharing with clients/team.
* Strong problem solving skills with the ability to scope, structure, and solve diverse strategic problems with high levels of ambiguity
* Strong presentation skills with various levels of audience (Senior Executives, customers, sales and accounts teams, operational teams).
* Experience working with virtual and remote team members and stakeholders in large multinational organizations .
* Effective communication skills at all levels.
* Excellent verbal and written English language skills,
* French language is a strong Plus.

Department

Customer Services & Operations

Contract

Regular