Professional Services Executive at Sapiens

Job Description

The Professional Services Executive (PSE) is the strategic link between the client and Sapiens for both operations and business development.

The PSE is a business person who understands and manages the delicate balance of ensuring profitable growth of Sapiens’ business in a defined account/s, ensuring quality project delivery, achieving its financial and timeline targets while assuring that the customer's satisfaction and loyalty are optimized.

The PSE is a significant and senior role at the heart of Sapiens’ customer-facing operations. The effective and efficient execution of the PSE role governs the delivery and business performance of Sapiens and is hence seen as very important by the company. PSE has ultimate responsibility for the customer and although cooperation and teamwork are required, it is the PSE who has the final authority regarding customer oriented operational matters. The PSE  has end to end responsibility and accountability of all the program’s components and streams and has the responsibility to orchestrate all of them together as a one team.

Key requirements for the role:

• Technical knowledge, service delivery and relationship management skills, cultural, leadership, political and geographical management capabilities & experience

Ability to:

• Connect between the business stakeholders and Sapiens team.
• Resolve issues related to budget, timeline, resources, tech constraints.
• Conduct planning and roadmap for all the services provided to Customer.

Responsibilities: 

Delivery:

• The PSE is the final point of accountability for ensuring quality, timely, and on budget delivery of Sapiens operations, solutions and projects.
• Work hand in hand with the competency centres/delivery managers to optimize delivery.
• Accountable for all Sapiens delivery across all work streams & responsible for commercial engagement.
• People Management:
• Manage directly Program Directors team, responsible for their hiring, mentoring, performance, personal growth, and high motivation.
• Work in a matrix manner with the R&D and COE leads to smooth delivery and manage risks.
• Customer Management:
• Responsible for the well-being of the long-term customer relationship and customer satisfaction.
• Work to be valued by the customer as a trusted advisor and reliable focal point for business and systems issues.
• Overall local Customer relationship management.
• Responsible for team engagement and embedding Customer values and behaviors to drive cultural alignment, contribute to organizational change management.
• Understand Customer and business strategies and how these align to industry trends, discuss value propositions.

Operations:

• Operational excellence/cost and forecasting management.
• Resource planning, Recruitment, management and logistics, including utilization.
• Set and agree annual KPIs around Improving efficiency, delivering of value.
• Contract management and commercials.
• Responsible for the customer’s work pipeline and roadmap.

Skills and Experience:

• 10+ years background in the IT industry.
• successful solution delivery with demonstrated success managing multiple complex projects, juggling competing priorities, and meeting deadlines.
• growing business within existing customer accounts, hands-on as well as by leading a team of customer managers.
• Seasoned manager with the ability to hire, mentor, coach and develop a globally dispersed high performing team.
• Experience and knowledge of Life & Pension software solutions – an advantage.
• Excellent client relationship management skills and ability to serve as a trusted advisor to C-level customer executives.
• A self-starter who thrives in a fast-paced environment and has the ability to manage and prioritize concurrent work assignments.
• Excellent written and verbal communication skills.
• Willingness to travel extensively within the territory.