Head of Customer Engagement and Ref.

: ELS – HRS -1027

Success - LATAM Version : 6.0
JOB DESCRIPTION Página : 1/2

Deliver high level of customer satisfaction during the delivery & run phases of the client relationship leading to
DESCRIPTION
retention, growth in recurrent revenues & expansion of the DBU client base

MANAGER Head of Customer Engagement & Success

TEAM 5 PMs + 3 CSMs

BU DIGITAL

RESPONSIBILITIES

1. Team management: recruitment, retention, training, career planning and performance appraisal.
2. Resources management: capacity planning, allocation and prioritization of task, contracts and customers.
3. Delivery management: project delivery for LATAM customers covering installation, configuration, tests, training / knowledge transfer and production Go
Live support.
4. Support management: platform / service support and maintenance for LATAM customers covering the processes of incident, problem and change
management, monitoring and billing.
5. Report: appropriate operational reporting & alignment to CE&S Global Management.
6. Governance: follow organization processes and use the corporate project management and support management tools.
7. Presales support: liaise with presales team in the definition of the solution and providing technical advices, estimates for time and cost.
8. Product management: propose solutions / products improvements based on customer’s feedbacks and lessons learned from the delivery and support
phases.
9. Continuous improvement: contribute actively to the overall organization strategy to ensure alignment to the operational model and propose / implement
process improvements to the operation.
10. Financial management: budget planning, ensure team efficiency on day-to-day activities tracking project and support scope and cost deviations,
revenue recognition and billing milestones.
11. Upselling: identify opportunities through the team for upselling on existing accounts in coordination with sales teams
12. Customer satisfaction: ensure customer satisfaction during contract execution phase.
13. Preparar y presentar los informes sobre las actividades desarrolladas, con la oportunidad y periodicidad requeridas.
14. Las demas funciones por la autoridad competente de acuerdo con el área de desempeño del cargo.

COMPETENCIES

Education University studies in engineering and related. Related postgraduate studies

Total Experience 10 years

Specific Experience 5 years

PMP certification would be desired (not mandatory), but knowledge in project management process as defined by
PMI
Training
ITIL certification would be required (not mandatory) for support phase, but knowledge in project management
process as defined by PMI
Project Management skills, knowledge of Project Management standards such as PMBOK, PRINCE2
Support Management skills, knowledge of ITIL
Knowledge of task planning tools (MS Project)
Mastering MS Office tools (Excel)
Strong problem solving skills along with excellent verbal and written communication skills and attention to details
Technical Skills
Experience in successfully working with cross-functional teams that include development, delivery and support
teams
Ability to effectively interface with other departments and work independently in a deadline driven, fast-paced
environment, and flexibility to adapt to a changing environment
Autonomy is key
Spanish mandatory
Languages English Advanced (internal communication)
Portuguese desired (for customer facing activities)
Formato Versión 6.0 - 14/09/2020
Produced by: Aprobador por:

Position: Talent Acquisition Coordinator Position: HR Manager

Date: 14/09/2020 Date: 14/09/2020

IDEMIA Internal
# # IDEMIA Internal