Manager-Program Delivery - Noida, India - RateGain

Description

Role Overview

As a Client Partner, you will solve complex business problems for our customers with RateGain solutions and deliver significant value. You will be seen as a subject matter expert and a trusted advisor to our customers, and will use your business skills to provide objective advice and expertise, and help our customers with their big data needs such as forecasting, pricing, and other analytical needs. You will be the main contact person between our customers and RateGain, and will be responsible for continuous customer delight.

You will translate customer needs into actionable requirements and put in place a plan to deliver the same. In the case of a new customer prospect, you will partner with the Sales lead in a presales capacity and will be responsible for drawing up the statement of work, demonstrating our solution and presenting to customers our solutions and roadmaps per the needs of the sales campaign.

You will have clear account strategies for all your key customers focusing on renewals and improving account performance year on year. You will identify upsell opportunities and partner with Sales to close those. You will also work closely with the product management and engineering teams to ensure the right features are being prioritized at all times by bringing a continuous market and customer focus into our product backlog grooming activities.

Last but not least, you must be a self-motivated, team player who can contribute to the overall business objectives of RateGain. You must have the ability to work across time zones, and sometimes, outside normal working hours in order to work with teams based in Europe and in India.

Key Responsibilities

• Helping Sales for defining POC scope and delivery
• Helping Sales spot opportunities for upsell/cross sell in existing customer base
• Engaging with client on business needs and requirements
• Writing and owning SOW with deliverables qualification - requirement should be clear and feasibility should be analyzed during SOW process

• Onboarding of New Setups and CR delivery
• Working with clients for detailed requirements, feasibility study
• Working with DevOps/ Technical team to ensure requirements are clear for successful customer onboarding. DevOps team is responsible for Estimates and ETA.
• Client communication on deliverables (Phases, Estimates, ETA)
• Client engagement
• Managing client queries on issues and challenges in deliveries.
• Conduct the investigation and analysis to directly resolve the queries.
• Periodic client calls to discuss new opportunities; cadence to be established on a case by case basis
• Periodic client visit (QBRs.)
• Track NPS/CSAT surveys and results; take corrective actions as needed where necessary
• Renewals
• Own renewals. Engage Sales to negotiate contracts or terms if necessary.

Delivery Management

• Supporting DevOps & Customer Care for requirement understanding and expectation for successful delivery and should have managed 24X7 team.
• Prioritization of client requirement/ CR/ Issues which is outside regular operational items
• Fortnightly meeting with all stakeholders for strategic discussion on delivery performance and challenges discussion – focus on larger picture for strategic resolution
• Assisting Customer Care for 2^nd level (unresolved) issue investigation and root cause analysis
• Track SLA, Ticket ART, Sufficiency reports on a regular basis.
• Should be good in data analysis and presentation to track delivery performance improvement

• Should be able to define Quality process/framework to improve the Data quality and governance maturity
• Should be a good mentor to educate the team to bring quality in the main stream
• Should be directly handling data quality team
• Should have experience on Manual and Automated testing
• Should be good in data analysis and presentation to track Accuracy improvement
• The following data quality skills will be required for this role:
• Data profiling and Data discovery
• Root cause analysis
• Data Quality Assessment
• Statistical Process Control
• Should have experience on Manual and Automated testing
• Should have got Automated testing implemented

• Stay abreast of industry developments; in particular have a keen understanding of your key customer business
• Specify requirements on functional needs to include in individual delivery or product roadmap
• Provide customer feedback to product managers for product features/improvements

Key Skills

You will need to:

• demonstrate flexibility and the ability to work as part of a team;
• show interpersonal and communication (both oral and written) skills;
• have creativity and innovation;
• have problem-solving and strategic planning ability along with analytical skills;
• be able to cope with pressure and challenges;
• have commercial awareness and understanding;
• possess industry expertise in Travel & Hospitality
• have a keen understanding of technology, SaaS solutions and agile principles
• carry out research and data collection to understand your customers and your markets/industry;
• hold meetings and conversations with the customer's employees, management team and other stakeholders;
• run and facilitate workshops;
• prepare business proposals, presentations and statement of works;
• identify issues and form hypotheses and solutions;
• present findings and recommendations to clients;
• implement recommendations/solutions and ensure the client receives the necessary assistance to carry it all out;
• manage projects and programmes;
• lead and manage those within the team, including remote associates;
• liaise with the client to keep them informed of progress and to make relevant decisions;
• influence teams across DevOps, PMG, Data Science and Consulting to make the right decisions for the customer;
• execute solution design activities such as preliminary data analysis;
• test and validate final deliveries to ensure that the customer requirements are met with significant quality.

Qualifications

• 7-12 years of customer facing experience either as a consultant or as a project manager planning customer projects, with an outstanding record of successful projects.
• Keen understanding of the enterprise technology domain such as Cloud technologies, open source, and analytics.
• Demonstrated data driven decision-making capabilities.
• Ability to understand and translate requirements into an actionable deliverable plan.
• Experience taking direction and input from multiple sources and creating a shared project vision.
• Hands-on Experience with customer data management and modeling.
• Understanding of complex data solutions.
• Strong analytical skills and process-oriented mindset.
• Demonstrated desire for continuous learning and improvement.
• Enthusiastic self-starter and creative leader with the ability to inspire others.
• Excellent communication and presentation skills.
• Familiarity with Travel & Hospitality industries.
• Relevant Bachelor's degree; preference for management, computer science or related degrees.

• Quality
• A recognized data quality certification e.g. IQCP (Information Quality Certified Professional), ISO 8000, Six sigma (at least Green belt)
• Experience of presenting on Data Quality at a major industry conference / Published papers or articles on Data Quality in a major media site, industry journal or trade magazine
• Operations
• PMP , PRINCE2 or other product management certified
• Managed Dev team with C#.Net and SQL experience
• Functional/ others
• Travel product or service quality experience
• Managed a team size of 20+