Customer Success Manager – Veripark – Doha

Job Summary: We are looking for an IT Customer Success Manager who is experienced in Banking Industry & Financial institutions. Ideal candidates will have Program Management & Project Management experience in banks with more than 10 years of experience.

Job Details:

This position’s main responsibility is to build positive client relationships during projects. Engagement managers oversee the customer service operations within a business, dealing with customers directly and often as their first point of contact. They help clients to implement their services and plan projects more effectively, often setting up “discovery sessions” with key stakeholders to identify issues and ways to improve.

Their responsibilities also include –

• Responsible for the daily management through the life cycle of the program.
• Define the program controls, that is the processes, procedures, reporting, etc., to manage the program.
• Plan the overall program and monitor progress to make sure that milestones are being met across the various projects and programs.
• Manage the financial aspects of the projects under his umbrella: budgeting and estimate to actual variance.
• Manage the risks and issues that might and do arise over the course of the program life cycle, as well as take measures to correct them when they occur.
• Coordinate the projects and their interdependencies between the various projects and programs in the program.
• Manage Internal and Customer Escalations for Programs/Projects under his territories
• Regularly Contribute to Organization’s People, Processes, and Tools Improvement by sharing learnings from Projects
• Assist Professional Services Director on different fronts (including internal initiatives with respect to department’s challenges, goals)
• Do performance review of Project Managers who report (work) into their territories
• Work closely with the regional sales team to identify upselling and cross-selling opportunities within his accounts as well as generate new sales opportunities. Must help sales in increasing the business and new sales in the country
• Must also have the responsibility of live system support management for his clients
• Presales activities, respond to RFPs, Create Proposal, Customer Demos, and, POCs and workshops.
• Manage and use resources across the various projects and programs in the program.
• Build a positive relationship with stakeholders who are involved in the projects and programs in the program.
• Make sure deliverables are aligned across the projects and programs in the program.
• Program Awareness and Communication: Communicate all program details, changes and actions required
• Reporting and Analytics: Manage the performance through the use of analytics and reporting tools
• Provide client key insights into the performance of content, strategies and initiatives deployed
• Work as a liaison between all internal and external stakeholders involved in his projects/programs, to make sure alignment on projects plans, objectives, risks, and issues are in place.
• Manage the communication with the client on a frequent basis, prepare and attend SteerCos, attend status meetings
• Must be responsible for timely project delivery
• Must be responsible for invoicing and collection of project & support payments on time
• Manage, mentor, and coach a set of project managers who are running projects under his program umbrella.

Keywords / Skills: MS Project, Program Management, Banking or Insurance, CRM is a plus

Experience: 10 to 12 years

Job Location: Bahrain

Education Requirement: Bachelor’s Degree / Master’s Degree – Computer Science, Electrical Engineering, Electronics/Telecommunication.

PMP Certification is a plus.

Required Skills and Experience:

• Strong experience in Program Management
• At least 3+ years of experience in managing digital projects in banks or for the banking industry (as a vendor).
• Experience in managing CRM Projects is preferred.
• Strong experience in managing multiple large and complex projects.
• Broad knowledge of project and program management methodologies.
• Understand the wider objectives of the program, such as business and strategic goals.
• Ability to work with a wide range of individuals.
• Strong leadership and managerial skills with appropriate experience.
• Should have resources & people management skills
• Strong knowledge of budgeting and resource allocation procedures

Job Type: Full-time