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- Building and maintaining strong relationships with clients
- Managing strategic customer programs and ongoing engagements
- Implementing success programs
- Contributing to sales through identifying opportunities for upselling and cross-selling
Program Manager - London, United Kingdom - Avance Consulting
Description
As a Program Manager, you are the primary customer facing role responsible for customer success through the management of program deliveries and strong customer relationships.
You are front and center with our customers supporting their digital journey and empowering them to achieve more with Cloud, Infrastructure and Security solutions.
The key responsibilities include;Required
Understanding the Customer – Gather information on customer needs, and strategy to support customer success. Engage DXO/ Director level conversations to understand challenges, trends, outcomes. Ensures customer insights are communicated to internal teams. Aligns with internal teams.
Operational Excellence - Ensures execution services/programs engaging internal / external teams as necessary. Proactively guides customers in solving business issues. Manages operational excellence and customer health throughout the engagement . Establishes and maintains governance processes. Leads overall customer satisfaction and partnership success with the Customer.
Business Value Realization - Performs assessments and analyses to optimize solutions against relevant business goals. Leverages understanding of strategic intent and business outcomes to facilitate discussions around KPIs. Optimizes value realization by engaging other resources (e.g., Engineering, Partners) and ensuring progress reporting.
Change Management- Provides guidance to customer in managing change initiatives. Guides execution by assisting customers in identifying resources, adoption partners, and key success factors to ensure the customer is equipped to manage change.
Customer Advocacy - Acts as the voice of the customer by driving feedback, blockers, insights, resources, etc., across internal teams. Drives action based on feedback and advocates on the customer's behalf to drive resolution. Brings in advocates to showcase success as references and advocates for customers by sharing stories, learnings, and best practices.
Technical Capability Building - Engages technical teams and build competencies within the program to increase Customer Success with customers to deepen competitive and strategic expertise.
Guiding Customer Strategy - Influences customer strategy and future growth for proactively engaging solutions that drive impact for the customer. Engages with relevant internal and external partners to support business outcomes. Leverages strategic offerings for plays with partners based on knowledge of the customer.