(New) Client Delivery Manager (Engagement Lead/Service Delivery Manager)

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Job details

Company overview

Our client is the largest foreign enterprise software company and a top-level software vendor.

Responsibilities

Main responsibilities:

• Drive cloud transformation with key customer stakeholders to ensure the application of company products and cloud standardization
• Lead customer engagement and work with multiple internal and external stakeholders, including client services, client product support, ecs partners, customer-side system integrators, and other hosting partners
• Perform paperwork (personnel management, reporting, administrative control, etc.) to manage engagement
• Provide proactive service planning while managing reactive support requests, incidents, escalations, and more
• Hold regular meetings with your customers and client stakeholders (account teams) to share status and track progress to keep track of and update on progress
• Drive transformation and use of client cloud solutions
• Drive overall customer engagement, including sales responsibilities (costs and benefits), customer expectations, delivery team success, customer reporting, and claims processing
• Keep a proactive mindset and provide the best service possible to help the client's clients mitigate critical situations
• Maintain and expand the scope of engagement and take advantage of cross-sell opportunities to manage contract change requests
• Manage engagements with partners, other resources, and outsources
• Actively participate in the sharing of knowledge within the team and provide coaching to other team members
• Customer may also expect on-site support (about 20% as a guideline)

Requirements

Minimum requirements:

• Any cloud offering experience or knowledge would be helpful
• Customer response 
• Excellent communication skills
• Ability to build relationships with customers
• Ability to collaborate internally and externally
• Ability to constructively lead discussions and coordinate opinions
• Presentation skills, and explanatory skills
• Ability to mediate between those with technical knowledge and those who do not, and to explain the differences in understanding between Japan and overseas in a logical and easy-to-understand manner
• Task management skills that allow you to multitask, run multiple engagements in parallel (e.g., engagement management, progress management, incident management, escalation management, etc.)
• Flexibility and adaptability to perform in a global, matrix organization and in a changing environment

Salary

10 - 15 million yen

Location

Tokyo