The proposed Director of Customer Enablement will play an integral role as the CPI leader chartered with being our customer champion; ensuring that our customers priorities are properly reflected in our road-maps and product offerings. In this role, the incumbent will serve as CPI ambassador; an extremely visible and influential role.
The incumbent will work with all major business units (e.g., Payments, Risk, Credit, etc.) to negotiate-influence priorities, identify-resolve critical pain-points, while also working to ensure that we are holding ourselves accountable and working to make us better.
Lead a team ~4 FTE who will act as Customer Enablement Champions
This team will own the overall relationship and customer success, developing and managing the strategic relationship, ensuring high level of service and managing interactions with key internal partners such as Payments, Risk etc., while also maintaining strong working relationships with CPI leadership
They will act as an Ambassador for the CTO organization, while also being a Voice of the Customer; acting as both trusted confidant and agent of change. They will act as first line of defense for all new requests or escalations from the business partners. The team will identify points of friction and make recommendations to resolve them quickly and effectively
The team will operationalize the CTO-Business partner contract and its flawless execution by focusing on delivering/ exceeding customer expectations
The team will facilitate bi-directional forums, inclusive of Quarterly Business Reviews and other rhythms to ensure that business unit priorities are properly reflected in CPI roadmaps
Identify gaps in our roadmaps/service catalog; actively work with CPI leaders to address, remedy these gaps.
The Leader and team will be able to effectively communicate with executives as well as all other internal and external stakeholders, regardless of role or level. They will be an active participant-voice in a variety of leadership forums; participate in BU staff meetings, planning sessions, etc.
Facilitate strategy meetings between senior management teams as appropriate
Skills for success:
Ability to work in fast paced technology centric environment, apply structure in an unstructured environment
Ability to be seen as neutral problem solver and change driver
Ability to manage, rationalizes and drive multiple work streams, think quick on your feet and recognize the impact of your insights – recommendations
Ability to influence key leaders; senior executives and critical stakeholders
Ability to think ahead and anticipate challenges, changes
Ability to direct work and do work
Ability to Influence and Drive at all levels; bias towards action, accountability, transparency and ownership
Embody unquestionable integrity and trust
Display a “Can do” attitude and a fun, energetic personality - work well under pressure
Thrive in an environment of continuous change and complexity
Experience working in a matrix environment
Additional requirements:
Strong MS Office skills (PowerPoint & Excel)
10+ years of work experience; preferably in a roles of Customer Engagement; influencing and driving change and/or Engagement Manager at a technology tier consulting firm
History working with sensitive data and sr. executives, including C-level at large companies
MBA preferred (but not required)
Passion for doing the right thing
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