4M India - Customer Success Manager

To be part of enthusiastic team for Managed Services, Delivering high quality solutions, Contributing to customers success and development of the entity.

So, love to unleash the potential of a talented team by coaching them to be at their best so they can work in a flow state of mind? Driven by technology, operational excellence and a ServiceNow enthusiast? Then we are looking for you!

What will you do?

• Demonstrate ownership of assigned work and lead teams.
• Manage Support contract and delivery of projects throughout life cycle.
• Leading a medium- large size team of consultants.
• Seek to continuously improve team efficiency and customer satisfaction.
• Assist client in their success path and building road map.
• Effectively manage and collaborate closely with business requester and internal stakeholders
• Contribute and encourage internal knowledge sharing and asset generation within team.
• Come up with innovative ideas and solutions to ensure cost effectiveness.
• Lead cross functional and technical discussions and decision making.
• Monitor and meet the KPIs
• Support growth of Junior colleagues by knowledge sharing and trainings.
• Contribute and work together with different project and delivery team with in same business unit ensuring customer success.
• Ensure high utilization and motivation among team members.
• Lead Service Management meetings with clients and create Service delivery reports.

We ask

• Minimum education: Bachelor (in computer science or related experience)
• Minimum experience: 7+ years
• Proven Experience in consulting, client facing or team handling/leading.
• Language skills: Fluent English
• Required certificates: ITIL, ServiceNow CSA, ServiceNow CIS

Competencies:-

General Profile:

• Requires specialized depth and/or breadth of expertise in Service Management, Customer Management and Team Management.
• Leads others to solve complex problems.
• Works independently, with guidance in only the most complex situations.
• Lead project teams.

Job functional knowledge:

• Requires specialized depth and/or breadth of expertise in own job discipline or field.
• Has knowledge of ITIL and DevOps ways of working along with managing multiple customers.
• Well aware of ServiceNow releases and license management.
• Cross functional knowledge on Pre-sale process, Sales, SOWs and RFPs.
• Understanding of financials, P&L and project budgeting.
• Experience in interviewing staff and planning resources
• Cross functional knowledge on different ServiceNow modules.

Business expertise:

• Interprets internal/external business challenges and recommends best practices to improve products, processes or services.

Leadership:

• May lead functional teams or projects with moderate resource requirements, risk, and/or complexity.
• Motivates teams to take initiatives and care about personal development of the individual team members.
• Acts as a mentor for colleagues with less experience.
• Defines personal goals & takes action to achieve goals.
• Explains goals, rationale & responsibilities to others. Challenges others to provide input.
• Is open for team input. Pays attention to the concerns and constraints of team members.
• Plans and manages the team. Distributes the tasks and roles based on experiences and effectiveness.
• Encourages teams to perform above expectations and creates a sense of unity and happiness.
• Coaching of individual team members.

Problem solving (complexity of tasks):

• Leads others to solve complex problems; uses sophisticated analytical thought to exercise judgement and identify innovative solutions.

Impact:

• Impacts the achievement of customer, operational, project or service objectives.
• Shares best practices to achieve results as a team.
• Is able to define the strategy for its own focus area(s) and set priorities for the involved team.

Interpersonal skills/people skills:

• Communicates difficult concepts and negotiates with others to adopt a different point of view.

What’s in it for you

• Competitive salary
• Provident fund
• Holiday allowance (24 days for a full-time contract+10 National Holidays)
• PF scheme
• Employee/Family Group Insurance
• Modern laptop
• Internet, transportation, and phone allowance
• A modern, flexible, and multicultural workplace at an innovative and global company
• Ambitious and kind colleagues from all over the world and a great team spirit

Our culture

Working at 4Mation Technologies India and Plat4mation evolves around working from your internal drive to make a difference for people in combination with having fun. We always go the extra mile to deliver on what we promise! Joy is what connects us and what drives us to get the best out of ourselves. That’s why we host several Fun4U activities each year, like a global hackathon, drinks and inspiring lunch sessions (check out our Instagram page!).

Your development is our number one priority. This means you get room to grow. We strongly believe that personal development and ambitions are key to our company’s success. Because when you keep learning, you continuously improve yourself. That’s why we coach you on the job, but also help you to explore and develop your interpersonal skills.

About 4Mation Technologies India

You will become part of the Plat4mation family, a global pure-play ServiceNow partner that makes work flow. Our goal is to boost workforce productivity and happiness by implementing solutions that provide great experiences and ensure work flows intelligently across and between organizations. Furthermore, we future-proof our solutions by enabling our customers to continually measure and improve performance.

Besides offering world-class ServiceNow Implementation and Managed Services, we provide thought leadership to strategically guide our customers to take full advantage of all ServiceNow capabilities. Our award-winning ServiceNow Application Development Services ensure we can transform any business need into a powerful digital business application.

Interested?

Do you accept the challenge? Do you think you fit the profile described above and have we made you enthusiastic? Please send your CV and motivation letter to careers.india [at] plat4mation.com or apply directly by filling out the form below.