Senior Manager - Customer Success - FSP
Senior Manager - Customer Success - FSP
Location, Department Unit and Reporting
Location :
Noida
Department :
FSP
Reporting To :
Head Strategy and Operations
Job Details/ Criteria
Basic Functions/ Job Responsibility:
The resource will work closely with the Industry and academia in the regions to drive on ground activity like Project based learning, Experiential learning and Industry driven internships. They will also work with local area employers to map the demand and align a Hire, Train, Deploy model
for both IT and Non IT companies to enhance employability and help in pan Industry digital talent readiness.
- Strategic Management:
- Develop and implement comprehensive program strategies in collaboration with internal and external stakeholders, including academia, external vendors, government agencies.
- Identify, evaluate, and select external agencies based on their capabilities, experience, and alignment with program goals.
- Support in finalization of contracts with selected agencies, ensuring clear scope of work, timelines, and performance metrics.
- Prepare GTM plan to achieve objectives.
- Operationalization:
- Develop and maintain strong working relationships with agency representatives, fostering open communication and collaboration.
- Set up review cadence, monitor agency performance, including through field visits against agreed-upon metrics, providing ongoing feedback and guidance.
- Conduct regular performance reviews and address any performance issues or concerns with stakeholders, including agency proactively.
- Manage budgets allocated to each agency, ensuring efficient resource utilization and adherence to financial guidelines.
- Oversee the quality of services delivered by agencies, ensuring they meet program standards and expectations.
- Communication and Reporting:
- Create dashboard and provide regular progress reports to senior management regarding program performance, agency activities, and budget utilization.
- Facilitate communication between internal stakeholders and external agencies, ensuring everyone is informed and aligned throughout the program lifecycle.
- Prepare clear and concise documentation, including project plans, reports, and meeting minutes.
- Problem-Solving and Risk Management:
- Proactively identify and mitigate potential risks associated with external agencies and program execution.
- Develop contingency plans to address unforeseen challenges and ensure program continuity.
- Effectively problem-solve issues related to agency performance, resource allocation, or program delivery.
Knowledge, Skills, Qualifications, Experience:
- Master in Business Administration
- Minimum of 10 years of experience in consulting and program management.
- Work experience in Big 4 and other leading consulting organizations will be an added advantage
- Excellent communication and interpersonal skills, with the ability to build strong relationships with diverse stakeholders.
- Strong analytical and problem-solving skills, with the ability to think strategically and make sound decisions.
- Excellent organizational and time management skills, with the ability to handle multiple priorities and deadlines effectively.
- Proficiency in Microsoft Office Suite and project management software.