In this new, highly visible role you will be ensuring that the Cloud Services team is working together effectively and efficiently to deliver exceptional service and outcomes for the customer. You should be passionate about delivering a great customer experience, driving innovation, and delivering successful migration and user adoption programs leading to long-term customer retention and loyalty.
Your primary responsibility will be to help shape the rapidly growing Cloud Services function, where your passion to define and implement standard processes, methodologies, and tools will be highly valued.
You will coach the team in how to develop a deep understanding of their customer's business vision, culture and processes so that they can evangelize LegalMind and related Traveling Coaches products and services and influence customers to adopt the right solution at the right time.
You will be a critical partner to our customers, leveraging your experience with large scale cloud transformations and helping shepherd them through the stages of Cloud SaaS adoption.
You will translate strategic initiatives in the account plan into executable actions, working backwards from our customers key milestones. You will manage cadence by leading the reporting and tracking functions along the way.
You are encouraged to think big, invent and take ownership on customer challenges. You will not only bring the best of Traveling Coaches to our customers, you will proactively help solve the customer’s challenges through new ideas, tools and mechanisms.
You should be passionate about delivering a great customer experience by deploying Traveling Coaches solutions and driving innovation, and also be obsessed with contributing to the day-to-day management of the customer’s successful migration to LegalMind.
You will understand your customers' biggest IT, HR, security and employee development challenges, and provide prescriptive guidance, based on Traveling Coaches best practices, to guide them through the obstacles.
Ensures delivery against agreed upon SLAs and overall service delivery of operational activities. Understands short and long-term goals and objectives and recommend technical solutions and services.
Establishes credibility with partners while managing expectations. Ensures frequent, continuous and effective communications with team members, within IT and HR, and with stakeholders to set expectations and negotiate priorities appropriately.
Performs as subject matter advisor and may serve as point of escalation and become actively involved, as required to resolve problems and implement strategies to ensure client retention and high customer satisfaction.
Participates in and contributes to the development of technical/business approaches and/or the recommendation of current system enhancements.
Develops and mentors staff through onboarding, open communication, training and development opportunities and performance management processes; builds and maintains employee morale and motivation; ensures the team is appropriately staffed with required competencies; fosters a diverse and inclusive workplace.
Assists with developing relationships during onboarding and beyond go live to promote retention and loyalty.
Ensures that new customers are referenceable 60 days after go-live for new deployments and upgrades
Successful candidates will have a technical program management background, be detail driven, and have experience in managing virtual teams to deliver complex Cloud SaaS programs.
7+ years in a senior customer-facing role
Experience working with current technologies including Cloud managed services, SSO and AD integration, and preferably, Learning Management System technologies
Self-motivated problem solver who thrives in a dynamic and customer-focused environment
Strong organizational and troubleshooting skills with attention to detail
Demonstrated ability to maintain composure in stressful situations, respond to customer needs quickly and effectively, and adaptive to change
Highly analytical, technically proficient, and able to learn new tools and software quickly
Demonstrated leadership through influence with the ability to gain stakeholder buy-in, communicate confidently at both the executive and project team level, and collaborate with a wide range of technical and non-technical teams