Customer Success Manager

Amdocs•Plano, TX

18h•Hybrid

About The Position

At Amdocs, our purpose is to enrich lives and progress society. With our creativity and technology, we help make a better connected world. Amdocs and its 25,000 employees serve the top tier players in the communications and media industry, enabling next-generation experiences in 85 countries. Our cloud-native, open and dynamic portfolio of digital solutions, platforms and services brings greater choice, faster time to market and flexibility, to better meet the evolving needs of our customers as they drive growth, transform and take their business to the cloud. Listed on the NASDAQ Global Select Market, Amdocs had revenue of $4.1 billion in fiscal 2019. For more information, visit Amdocs at http://www.amdocs.com. At Amdocs, our mission is to empower our employees to 'Live Amazing, Do Amazing' every day. We believe in creating a workplace where you not only excel professionally but also thrive personally. Through our culture of making a real impact, fostering growth, embracing flexibility, and building connections, we enable them to live meaningful lives while making a difference in the world. In one sentence Responsible for managing the overall successful implementation of customer-facing activities to fulfill the requirements of customer agreements. What will your job look like? Delivery on commitment management (scope, budget, time, quality): Drive quality assurance initiatives and ensure a high level internal collaboration. Assuming end to end responsibility for product / solution once installed as per contract. Overseeing the way to resolution with internal teams. Learning customers' environment, typical workflows, goals, and how they (can) use our products to better serve their tasks/goals. Helping customer attain value from the products they have purchased, ideally assisting them in gaining more value than they anticipated. Be a customer advocate and cross-functional partner to priortize and influence NFR and roadmap discussions. Communicate both internally and externally. Customer Engagement Management: Create shared Success Plans that focus on customer and business goals. Successfully meet and exceed customer expectations by managing smooth implementation and excellent delivery experience. As a trusted advisor and specialist, you will understand the client's technical environment and business needs, and that you will serve as the customer voice or advocate within our internal closed feedback loop for continous improvement. Develop and maintain relationships with key customer and internal stakeholder. Understand the customers business objectives, IT infrastructure, and pain points and be able to communicate the value proposition, offerings, and roadmap. Knowledge of both the customer and Amdocs products will enable you to provide technical guidance to the client's issues and requests, coordinate and facilitate the delivery of IT services, projects, and resources, monitor and report on the client's satisfaction, performance and feedback, and identify upsell or cross selling opportunities. Growth Enablement: Identify customer needs, challenges, and translate customer needs into business opportunities. Represent the customer in the solution design, socializing with key customer partners, and supporting site visits. Meet specific EBIT targets and growth opportunities identified. Proactively provide input for future product versions, engaging the relevant Product Manager. Why you will love this job: Use your industry-leading insights to drive delivery and business growth on a masive scale. Be a key memeber of the global, dynamic and highly collaborative team with various possibilities for personal and professional growth. Work in multinational environment for the global market leader in its field. Amdocs is a dynamic, multi-cultural organization that constantly innovates and empowers employees to grow. At Amdocs, our people are passionate, daring, and phenomenal teammates that stand by each other with a dedication to creating a diverse, inclusive workplace! We offer a wide range of stellar benefits including health, dental, visiion, and life insurance as well as paid time off, sick time, and parental leave! Amdocs is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to encouraging a diverse and inclusive workforce. Amdocs is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to fostering a diverse and inclusive workforce

Requirements

5-7 years in the Software development and project implementation domain within Telco / relevant industry.
Strong background in delivery and deployment of large scale projects.
Excellent project management skills.
Strong customer facing capabilities.
Experience working with Tier 1 customers.
Wide business knowledge and technical expertise.
Proven ability to build strong relationships – both internally and externally.
Bachelors degree in relevant professional track (engineering, computer sciences, mathematics).

Nice To Haves

Advanced degree is an advantage.

Responsibilities

Delivery on commitment management (scope, budget, time, quality)
Drive quality assurance initiatives and ensure a high level internal collaboration.
Assuming end to end responsibility for product / solution once installed as per contract.
Overseeing the way to resolution with internal teams.
Learning customers' environment, typical workflows, goals, and how they (can) use our products to better serve their tasks/goals.
Helping customer attain value from the products they have purchased, ideally assisting them in gaining more value than they anticipated.
Be a customer advocate and cross-functional partner to priortize and influence NFR and roadmap discussions.
Communicate both internally and externally.
Create shared Success Plans that focus on customer and business goals.
Successfully meet and exceed customer expectations by managing smooth implementation and excellent delivery experience.
As a trusted advisor and specialist, you will understand the client's technical environment and business needs, and that you will serve as the customer voice or advocate within our internal closed feedback loop for continous improvement.
Develop and maintain relationships with key customer and internal stakeholder.
Understand the customers business objectives, IT infrastructure, and pain points and be able to communicate the value proposition, offerings, and roadmap.
Knowledge of both the customer and Amdocs products will enable you to provide technical guidance to the client's issues and requests, coordinate and facilitate the delivery of IT services, projects, and resources, monitor and report on the client's satisfaction, performance and feedback, and identify upsell or cross selling opportunities.
Identify customer needs, challenges, and translate customer needs into business opportunities.
Represent the customer in the solution design, socializing with key customer partners, and supporting site visits.
Meet specific EBIT targets and growth opportunities identified.
Proactively provide input for future product versions, engaging the relevant Product Manager.