Global Customer Operations Manager

  • Location
    London, Greater London
  • Salary
    £ 55000 - £ 60000 / Year
  • Category
    IT - Programme / Project Management
  • Job type
    Permanent
  • Industry
    IT and Telecoms
  • External Reference
    JN-112020-153061

About the role:


The role of the Customer Operations Manager will be to ensure the effective and efficient day-to-day operations of the companies Consulting practice across regions. On the operational side, the Operations Manager will oversee the planning of consulting engagements and customer deployments (with assistance of the customer operations coordinator and deployment lead); and reporting on resource allocation, utilization, and other aspects. In addition, the Operations Manager will work closely with the Support Managers to monitor installation process and incident lifecycle management while being responsible for the regular reporting of key Support metrics such as team and individual KPIs. The Customer Operations manager will also work closely with EMEA Consultancy Manager to ensure agreed practices concerning documentation, collaboration, communication and knowledge sharing (for example) are followed by the global team (US & AUS). Finally, the Operations Manager will work closely with the Head of Consulting & Support and Support Managers, collaborating on and then helping to drive and implement strategic and departmental improvements across areas.


The role will report to the Global Head of Consulting & Support, and will own the deployment and engagement planning and operations functions, within the Consulting Team. This will involve direct line management of 1-2 other resources as part of this function.


Key responsibilities:



  • Manage and oversee consultancy engagement planning and new customer deployments across the companies operating regions (EMEA, USA and APAC), working with New Business, Account Management, and deployment coordinators. This will involve customer facing duties and communications.

  • Manage and oversee the deployment process for implementations of the companies products, carefully managing project flow, customer communication and feedback, and resource allocation. This will involve working with Account Management, Consultants and others.

  • Oversee development of the consultancy engagement "pipeline" and utilization forecast, ensuring that we maintain 4-8 week planning and utilization target.

  • Manage Customer Operations team, ensuring the function is performing well and delivering on required metrics & SLAs, such as for utilization, customer feedback, and deployment SLAs, in agreed formats.

  • Ensure CRM (Salesforce) and other systems are updated per agreed procedures.

  • Monitor and report on key Support metrics including regular presentation to senior management and communication with the team on KPIs achievements

  • Work closely with EMEA Consultancy Manager to ideate and implement operational improvements to consultancy working practices on an ongoing basis; for example in project documentation, training, knowledge sharing, collaboration; and in other day-to-day & ad hoc areas

  • Act as an inter-departmental conduit to improve the flow of work and information between consultancy & other departments (such as Sales). For example, supporting efforts to standardize the creation and contents of SOWs and consulting engagements, in line with a defined 'service catalog' and consultancy skill levels


Note that duties for this role may be subject to change based on the demands of the business. Standard working hours will be from 9am to 6.00pm, with a 1-hour lunch break. Because the role involves coordination across regions, working time outside of these hours may be required from time to time.


Skills



  • Exceptional project management and organizational skills

  • Exceptional prioritization skills and ability to balance own and others' work among multiple work streams

  • Exceptional communication and diplomacy

  • Strong people management skills and experience

  • Strong customer facing skills and etiquette

  • Confident facilitator and ability to influence without authority

  • Strong presentation skills - the role will involve frequent updates to senior management and senior customer stakeholders

  • Highly proficient at all office applications, including Excel. Also "metric-savvy".

  • Experience using and building reports on Salesforce and Zendesk

  • Quick learner, resilient and work well under pressure in a fast paced environment


Expectations for the role



  1. Will be required to develop a holistic understanding of the client's market, software and service offerings

  2. Will be required to fully understand the customer acquisition end-to-end process; from demo > Proof of Concept (PoC) > sale > deployment > training > support > maintenance etc.

  3. To fully understand the mechanics of the regional structure and processes for our customer base and consultancy operations

  4. Will be encouraged to develop a deeper, substantive understanding of our operating domains, by completing relevant certifications & courses (paid for by the company)


Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.


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Please apply with your CV to: Lauren Roberts