Customer Success Manager

Responsibilities

• Tender service compliance review
  

oParticipate in tender compliance review to ensure Ensign team capable of delivering contract obligations

• Consultant to customer / single point of contact
  

oTactical point of contact for customer administrators and Ensign. Provide technical subject matter expertise to advise on the implementation and operationalization of MSS

• Ensure SLA compliance for service rendered
  

o To ensure MSS &
DM teams deliver SLA asper contract

• Facilitate and managing customer requests
  

oEnsure Service Request(s) and Change Request(s) are reviewed and tracked

• ManageOngoingactivities across the contract
  

oWork side-by-side with Ensign team and customer to create implementation and success plans that ensure business and security program alignment

• ManageOnDemandactivities across the contract
  

oAttending to customerrequests/queries/complaints/feedback

• Project documentation
  

o To ensure documentation (i.E., baseline/standing orders/monitored asset-list) for the services are up to date

• Assist in up-selling Ensign services
  

oPartnering Ensign account managers and pre-sales to Ensign services (i.E., via probing clients for road-maps)

• Troubleshooting &
  Incident handling
  

oWork with Ensign support teams for troubleshooting. Engage with Technical Support to help work technical issues to completion

• Facilitate Ensign internal/external audit requirement
  

oWork with relevant Ensign stakeholders for internal and external auditing / assessment. (OSPAR audit/Internal audit/Risk assessment/BizSafe)

Requirements

• Diploma in Information Technology / Information Systems / Computer Science, Business IT or other relevant disciplines.
  
• At least Four (4) years of IT Service Outsourcing experience with proven ability to work with internal and external parties.
  
• Excellent interpersonal skills both in written and presentation.
  
• Strong business acumen and customer focus.
  
• Demonstrate the drive to excel and achieve goals.
  
• Self-motivating and pro-active in heading off problems and in identifying new opportunities on the account for Ensign.
  
• Strong analytical and problem skills, combined with the ability to provide quick resolution to problems.
  
• Preferred Skills /Qualities Technical knowledge in IT technology (Operating Systems, Network, Databases).
  
• IT Services Management experience preferred.
  
• Project management experience preferred.
  
• Relevant Project Management certification preferred. Cyber Security knowledge preferred.