Business Improvement Manager

hace 2 días

San José, Costa Rica Micro Focus A tiempo completo

Business Improvement Manager Role

**Job Description**:
The CyberRes Customer Success Specialist team is responsible for the successful adoption of our Security solutions, for building value faster and for making the product successful in the customer environment. The objective of the CSS is to increase customer satisfaction, stop customer attrition and nurture innovation. They work directly with customers to enhance their overall experience with the security products, coordinating resources on the Micro Focus side including sales, support, R&D, Professional Services and/or partners - building a long-standing relationship with customers and the account teams.

The role of the **Business Improvement Manager** is to ensure that the necessary tools and processes are in place, to enable the CSSs to achieve their customer objectives, in turn contributing to the company meeting its Security Business goals.Work across multiple business units to ensure efficient and effective procedures, communication and cadence are in place.

This role will involve managing specific internal projects and initiatives ensuring the team are following procedures and meeting the required objectives and KPIs. They will hold regular cadence at a team and Senior Management stakeholders

The Business Improvement Manager will also be responsible for owning and driving business and service improvement programmes and initiatives.

**Responsibilities**:

- Manage the Team’s internal initiatives and projects ensuring that processes are in place, understood and being followed.
- Monitor accuracy of data, working with other Ops Team members to validate data quality.
- CSM account allocation, planning and management.
- Continually look for process improvement and manage required changes effectively.
- Regular cadence with the Customer Success Managers and Specialists to ensure the desired progress is made and corrective action implemented were required.
- Assist with the preparation of QBRs and Stakeholder Dashboards where required.
- Assistance with the development and implementation of new team member onboarding programme.
- Maintain a team repository - to capture Customer ‘Back to Health’ plans, best practice, reporting, onboarding, process and information links to - white papers, battle cards etc.

Education and Experience:

- 5+ years operational, business or Project Management experience
- Process focused, with an eye for detail and achieving high quality and measurable results.
- Experience in working in a global environment with personnel across multiple time zones.
- Results-driven, self-sufficient and self-motivated individuals with strong commitment to success and delivery excellence.
- Experience working in a changing and sometime high pressured environment.

Knowledge and Skills

Must have:

- Excellent communication skills (oral, written and presentation) with the ability to articulate business requirements.
- Track record for being detail-oriented with a demonstrated ability to self-motivate and follow-through on projects.
- Strong problem-solving skills with an ability to analyze problems and develop actionable and appropriate tactical plans quickly.
- Strong operational skills to ensure maximum efficient and effective utilization of team resources.
- Excellent analytical skills
- Advanced Excel and report development skills
- Methodical and detailed approach to tasks.
- Exceptional interpersonal and relationship management skills
- Track record of working effectively across multiple business units to achieve results
- Ability to succeed in a fast-paced, innovative, and rapidly evolving industry and business organization

Highly Desirable
- Experience using tools such as Sales Force and Sharepoint.
- Team leadership
- Previous training and enablement experience
- Proficient preparing and delivering team presentations.
- Project Management Experience

**Job**:
Marketing

**Micro Focus is proud to be an Equal Opportunity Employer. Prospective employees will receive consideration without discrimination because of race, colour, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, genetic information, citizenship or any other legally protected status

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