Customer Delivery Executive at CSG International

Position Details:

The Customer Delivery Executive (CDE) manages the execution of CSG customer programs and supports account growth through operational and delivery excellence. The CDE is a key partner to the overall growth strategy of CSG’s customer accounts by ensuring a high-quality delivery of programs and solutions, identifying new opportunities, and providing solutioning and work estimates. Typical focus is on large-scale projects with significant organizational change and potential risk that impacts the enterprise, spans multiple functional groups, large teams, and shifts/transforms the customer business. Often, the projects have significant exposure, are ground-breaking, and position CSG well for future growth opportunities. The CDE is accountable for management and governance of delivery programs for designated accounts to deliver an exceptional customer experience while ensuring strong financial performance. The CDE may be responsible for building or leading a team who are positioned as trusted advisors and customer advocates to the organization.

Essential Job Responsibilities

• Build the Business: In partnership with the CBE, participates in the account/region planning over a 1 to 2-year time horizon. Establish and implement the overall delivery direction aligned to the overall account/region strategy.
  • Accountable for the project/delivery P&L and delivery operational performance. Shares responsibility for revenue, sales bookings, and the overall customer experience for designated account(s). Typical focus is on large accounts and/or regions with significant potential for increased revenue opportunities across the enterprise. Revenue stream is typically longer-term with a moderate degree of renewal complexity.
  • Assist the CBE to package our assets to provide competitive solutions to our customers’ complex business problems, driving more productive conversations that open doors and enable success in new markets.
  • Penetrate the account in such a way that positions us well to understand their business model, business challenges, and overall customer buying process. Shape customer demand for our solutions that solve their urgent business challenges. Typical product/solutions are multi-line targeted at solving complex business problems.
  • Collaborate with Marketing, Product Development, Engineering and CBU to ensure consistent messaging to customers, and help them gather the voice of the customer information to continue to evolve our product and solution offerings.
  • Represent the “voice of the customer” and provide feedback to the CBE, product development and operations organization for improvements, market trends, customer architecture roadmaps and product issues.
  • Participate in formal Account Reviews (usually on a Quarterly basis) and contribute to the account plans and reviews to ensure a strategic and collaborative approach to growing their assigned accounts. Responsible for creating and maintaining documented delivery plans which capture the overall project scope, requirements, cost-benefit analysis, risk assessment and related mitigation plans, as well as the success metrics to assess progress at each stage in the delivery lifecycle.
  • Share best practices, build common methodology for different services lines and collaborate with internal teams to provide strategic guidance to customers on product functionality, technology, process guidance, and implementation to generate and optimize revenue, strengthen customer relationships and exploit emerging opportunities within the industry.
• Incumbent is accountable for professional working behavior to include; building and maintaining constructive working relationships, implementing proactive and concise communication, acting as a resource to colleagues, and engaging in collaborative thinking and problem solving while demonstrating CSG’s core competencies and values.
• Keeps abreast of all applicable regulations, laws, and policies as they presently exist and as they change or are modified. Ensures that the staff are trained and evaluated on their knowledge of and adherence to compliance policies and procedures specific to their jobs. Understands and adheres to CSG Security and Compliance standards as they appear in Information Security, Acceptable Use, Code of Conduct, and other corporate policies.

• Operational & Delivery Excellence: Provide for an exceptional customer experience by reimagine key business processes with a relentless focus on operational and delivery excellence, improving our agility, reliability, and efficiency.
  • Create the overall strategy for project delivery. Plan and manage day-to-day execution of customer projects that meet or exceed quality, profitability, stability, timeline, and customer experience metrics. Projects are typically solving for unclear business objectives with an ambiguous problem opportunity. The overall solution requires groundbreaking innovation and the solution is likely to be using immature, unproven, or complex technologies often provided by 3rd party vendors. IT complexity and legacy integration is high.
  • Provide work estimates and ensure all programs and solutions are delivered leveraging best practices and the CSG standards of program methodology and relevant client processes. Make recommendations as necessary to modify the overall project plan and reset priorities to achieve those goals.
  • In collaboration with the Customer Business Executive (CBE), create the overall strategy and service delivery expectations that provide for an exceptional customer experience based upon measurement and management of Service Level Agreements (SLAs) and Operating Level Agreements (OLAs).
  • With customer profitability and continuous service improvements as a focus, evolve and optimize the client business unit service and delivery model and ensure proper staffing levels and skills are in place to execute on the strategy. Partner with Resource Management and the CBE in resource forecast and planning, based on updated demand planning.
  • Approve all project/program proposals including scope, timeline, risk, requirements & change control.
  • Accountable for internal P&L of each project.
  • Proactively monitor overall progress at regular intervals to key stakeholders, resolving issues and initiating corrective action, as appropriate, and in accordance with the governance arrangements. Proactively escalate to the appropriate stakeholders, as necessary.

• Responsible for effective demonstration of managerial practices to include: the identification and recruitment of key strategic talent, providing day-to-day leadership to the business teams, distribution and explanation of account plans, the establishment of clear roles, responsibilities, regions, and/or accounts for team members, as well as the overall coaching and performance management of a high performing team.

Travel

• Must be able to travel internationally and/or domestically (dependent upon location of the role) up to and exceeding 50% of the time
• Onsite location with customer may be required on certain accounts.

Minimum Requirements
Education

• BS/BA degree in business or related field
   

Experience

• Minimum of 10 years’ experience of service delivery in a multi-product global services delivery environment, preferably within the telecommunications (OSS/BSS) sector.
• Minimum of 10 years’ leadership experience with demonstrated success building and leading support and delivery teams.
• Strong customer relationship management experience with the ability grow accounts.

Knowledge, Skills & Abilities

• Dynamic, entrepreneurial spirit with the ability to challenge the status quo and drive innovation.
• Client focused, results driven, demonstrates a proven background of client relationship building and highly developed leadership skills.
• Embraces partnerships successfully in a complex service delivery environment.
• Systematically solves problems and hypothesizes possible customer pain points, expectations, and implicit needs; brainstorms with team members to devise solutions to solve complex deal challenges.
• Change manager and adept at building high performance partnerships while driving transformational breakthroughs within target accounts.
• Advanced fiscal management experience.
• Experienced in working with systems integrators and multiple vendors essential.
• Tailors communication to the customer’s needs; effectively delivers presentations and has strong verbal and written communication skills.
• Adept at influencing others, both externally and internally; ability to work effectively and build consensus across various functional groups to achieve goals.
• Great arbitration and organizational skills.
• Ability to motivate teams and drive to project completion.
• Ability to be flexible and adaptable to client as well as business needs.