Sr Services Manager 2 – Digital Success Management

JOB DESCRIPTION Job Description SummaryProvides expertise in sustained customer success and growth in the customer lifecycle through training, professional services, technical support, renewals, outcome attainment, retention, expansion, and customer advocacy with a Digital focus. Impacts the team’s ability to achieve service, quality and timeliness of objectives. The role is subject to operating policy objectives. There is moderate autonomy within the role. High levels of operational judgment are required to achieve outcomes required.Job DescriptionRoles and ResponsibilitiesDrive overall post-sales relationship with assigned accounts including activities such as training, professional services, technical support, renewals, expansion, and advocacy. Collaborate cross-functionally to shepherd customers through the onboarding process by providing clear guidance about next steps, maintaining open lines of communication, and connecting customers to the appropriate internal resources.Requires specialized knowledge within the function. Influence the development of strategy for the area of responsibility, including control of resources and influences policy formulation.Interprets simple internal and external business challenges and recommends best practices to improve products, processes or services. Stays informed of industry trends that may inform work.Uses high level of judgment to make decisions and handle complex tasks or problems in areas of operational, product management, manufacturing, technology or engineering. Has ability to assess quality of information given and ask pertinent questions to stakeholders. Able to offer new solutions to problems outside of set parameters and is able to construct and provide recommendations. Uses multiple internal and some external sources outside of own function to help arrive at a decision.May lead functional teams or projects with minimal resource requirements, risk, and/or complexity. Communicates difficult concepts and may influence others’ options on particular topics. May guide others to consider a different point of view.Required QualificationsFor roles outside of the USA- This role requires significant experience in the Services & Digital Success Management. Knowledge level is comparable to a Master’s degree from an accredited university or college ( or a high school diploma with relevant experience).For roles in USA – Master’s degree from an accredited university or college (or a high school diploma / GED with at least 6 years of experience in Job Family Group(s)/Function(s)).Desired CharacteristicsStrong oral and written communication skills. Strong interpersonal and leadership skills. Demonstrated ability to analyze and resolve problems. Demonstrated ability to lead programs / projects. Ability to document, plan, market, and execute programs. Established project management skills.Additional InformationRelocation Assistance Provided: No