IT Senior Client Services Manager/IT 高级客服经理
荃贤信息科技(上海)有限公司
- 公司规模:少于50人
- 公司性质:外资(非欧美)
- 公司行业:计算机软件 计算机硬件
职位信息
- 发布日期:2014-02-19
- 工作地点:上海
- 招聘人数:1
- 职位月薪:面议
- 职位类别:客服经理(非技术)
职位描述
Client Information
Our client provides Communications Service Providers (CSPs) with a set of Billing Communications Products that creates a positive billing interaction with customers, pre-empting questions, tackling issues and highlighting appropriate new services.
The organization was founded by a group of individuals with a desire to improve the way companies spoke to their customers, and help individuals gain better control and understanding over their important home affairs. Trading since 2010, the company has grown to 30 people and now has offices in Dublin, London, Shanghai and San Francisco.
Their technology solution allows companies to reinvent how they create important customer correspondence such as bills, statements and user accounts. By decoupling the presentation of important data from the systems generating it, They give companies the ability to transform otherwise static, impersonal documents in to high-impact communications. Also for documents such as bills and statements to be transformed to deliver personalized marketing campaigns, loyalty schemes, self-service messages and to impact a broad set of client KPIs.
Reporting to the Programme Director, they are now seeking a senior project manager with the drive and capability to lead key projects in our expanding portfolio. This opportunity will take on an international role in a dynamic startup environment, delivering solutions via teams in Dublin, China and London to major enterprise customers in the Telco, Banking and Utility sectors in Europe and North America. The right candidate will embrace the challenge of working in a fast moving company as it continues to grow rapidly.
Job Opportunity
Position : Senior Client Services Manager
Location : Shanghai
Reporting To: China Country Manager and Programme Director
Job Responsibilities:
The Services Manager opportunity is a key senior role in the organization. The role will report to the China Country Manager but will have direct accountability to the Programme Director (based in Dublin) for the delivery of high quality software solutions for their worldwide client base.
The role has significant commercial impact, as the Services Manager will be responsible for billable revenue targets for the team. The successful candidate need not have a commercial background but must have a thorough understanding of the commercial implications of day-to-day decisions they will need to make. For example, in production of project estimates and detailed software delivery plans to support client bids, prioritization of staff between projects, etc. There will be a need for occasional international travel in this role, but the primary interfaces with clients and the internal global company team will be via Skype and telephone.
Team leadership
· Line management responsibility for a team of developers and QA staff working across multiple parallel projects
· Functional management of developers who may be seconded from the product development team to deliver a particular piece of work.
Technical Project Management
· Act as the main point of contact into the Shanghai development team for the Brite:Bill solution architects
· Work with solution architects to convert a high level solution design into low level estimates , work breakdown structures and software delivery plans
· Manage the team to ensure on-time and quality delivery of projects
· manage technical risk, and make priority calls within agreed parameters, and raise to the CTO, Programme Director for a decision where appropriate
· Manage dependencies on the product team and work collaboratively with the product development manager to resolve joint delivery issues
· Provide relevant reporting to key stakeholders
· Operate (and where necessary create) appropriate governance and release management processes
· Drive for constant improvement in quality and efficiency of software delivery, and therefore customer satisfaction
· Represent company in Client technical meetings as appropriate
Senior on-site Manager
· Deputise for, and share some of the office/country management responsibilities with China Country Manager
Requirements
· Top class English language and general communication skills both outward facing (to our customers) and inward facing (to senior management and to the delivery teams in Dublin, Shanghai, France, UK).
· Possessing 7 or more years of experience in lead technical roles in delivery projects
· Capable of understanding and communicating the “big picture” while managing the detail of a project implementation
· Driven, pragmatic and completely focused on project delivery for business benefit.
· Strong understanding of best practice software development process is required, with the judgement to tailor processes to meet the needs of an individual project (depending on size, complexity, risk levels).
· Commercial awareness – day to day decisions in this role will have an impact on the revenue numbers of the company. Capability and interest in understanding the various commercial drivers with different clients is important
· Strong listening, analytical, problem solving and negotiation skills, with close attention to detail are essential to success in