Senior Enterprise Solutions Manager

hace 2 meses

Alajuela, Alajuela, Costa Rica Tek Experts A tiempo completo
Overview

Tek Experts is a leading Technical Support and Services company focused on delivering specialized and unique solutions for clients. We're problem solvers, engagers, and creative thinkers who always strive to help our customers succeed.

Job Description

As a Senior Enterprise Solutions Manager, you will be responsible for leading and inspiring a global team of over 1000 Technical Support Engineers who consistently deliver industry-leading customer experiences and develop strong relationships with the client, resulting in consistent growth.

The role requires driving improvements in KPIs through innovation and effective operations, using your operational delivery teams globally to meet and exceed customer expectations. You will mentor and develop your team, directing them in finding creative solutions to both client and internal challenges, fostering knowledge-sharing across all disciplines internally to ensure collaborative and informed work.

You will contribute to the client's business growth by identifying new opportunities and additional ways that Tek-Experts can support their objectives. This includes enabling delivery teams and Global Business Line Leaders to drive process improvements to ensure and increase client satisfaction and lead generation.

Responsibilities
  • Take ownership and accountability for our relationship with one of our key clients globally.
  • Lead critical client negotiations for existing and growth service contracts and costs.
  • Drive improvements in KPIs through innovation and effective operations, using your operational delivery teams globally to meet and exceed customer expectations.
  • Mentor and develop your team and direct them in finding creative solutions to both client and internal challenges, fostering knowledge-sharing across all disciplines internally to ensure collaborative and informed work.
  • Contribute to the client's business growth by identifying new opportunities and additional ways that Tek-Experts can support their objectives.
  • Enable delivery teams and Global Business Line Leaders to drive process improvements to ensure and increase client satisfaction and lead generation.
Requirements
  • Bachelor or Master's degree or equivalent in Business, Marketing, Finance or related fields, financial qualifications preferred.
  • 10+ years of leadership leading global organizations of 500+ employees in addition to at least 5+ years in Enterprise Technology Services and Support in BPO Industry or Managing outsourced suppliers.
  • Strong background in managing the delivery of commercial Enterprise IT software support.
  • Experience in growing, managing, and inspiring teams; strong leadership and organizational skills must be complemented by relationship building management style.
  • A strong EQ and a passion for growing employee engagement across the organization.
  • Should be a result-driven, solutions-focused decision maker who uses strategic and critical thinking alongside analytical approaches to drive exceptional client relationships.
  • Highly-motivated self-starter with a creative, growth mindset alongside communication, collaboration, and negotiation skills, especially with senior clients.
  • Professional fluency in English is essential, both written and spoken.

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