[Hiring] Customer Success US&C Region Leader @Unisys

Role Description

Leads a team that engages with clients to ensure timely, efficient and expert delivery of contracted services. Manages implementation services, managed services and on-going support of services ensuring high-quality client experience and, at the same time, maximizing both utilization of internal resources and periodic revenue activations. Addresses client issues throughout the life of the contract, taking ownership of issues and following through on resolution.

• Leads a regional team that supports mid-size to large complex client delivery accounts.
• Directs team to follow defined processes to ensure successful implementation, engaging with internal resources to ensure a smooth, cost effective and high-quality client experience.
• Partners with the departmental owners of client issues and ensures effective resolution.
• Effectively escalates delivery or other issues when appropriate.
• Establishes clear governance and communication channels with the client and Unisys delivery organizations to ensure alignment and mutual understanding of implementation processes and goals.
• Leads the team that manages contract scope, conducts periodic (i.e., monthly, quarterly) operational reviews with service delivery organizations and client.
• May participate in rigorous governance and SOX compliance audits.
• Monitors client/account financial health and recommends steps to remedy financial misses or anomalies.
• Develops and administers budgets, schedules and supports the Services Engineering organization to optimize the cost of delivery and service.
• Establishes, leads and partners with the Services Engineering organization to meet schedules and resolve technical and operational problems.
• Ensures the successful planning, implementation and execution of contracted services by meeting cost, governance, performance, quality, innovation and value requirements.
• Participates in contract and account governance; develops or co-develops annual review of service level agreements.
• Establishes credibility with client contacts as a senior partner who can help solve contractual performance concerns.
• Provides operational and risk management strategies across accounts and ensures these are adapted and applied by Services Engineering teams.
• Directs staff to develop and maintain strong relationships with key client executives.
• Leads the development of innovative ideas and principles related to client implementations, client service and project management by involving BU Consulting, CTO and Solution Management experts.
• Partners with other leaders in developing expertise and capabilities within the Services Engineering organization.
• Coaches team to apply deep understanding of client needs to identify and propose out-of-scope or new opportunities to leverage the company’s products and services.

Qualifications

• BA/BS degree and 8-10 years’ relevant experience OR equivalent combination of education and relevant experience.
• Graduate degree preferred.
• 8-10 years’ technical leadership experience.
• Six Sigma Certification a plus.
• ITIL Certification a plus.
• PM Certifications a plus.
• Has worked in a matrix environment.
• Leadership Certifications a plus.
• P&L Experience a plus.

Benefits

• Unlimited paid time off.
• 401(k) plan.
• Comprehensive healthcare.
• HSA matching.
• Ongoing learning opportunities.
• Commitment to supporting work-life balance and investing in your future success.

Company Description

At Unisys, we incorporate video interviews as a key part of our hiring process. This allows us to get to know you better and provide a more engaging and convenient interview experience. We appreciate your understanding and look forward to connecting with you virtually!

This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [email protected] or alternatively Toll Free: 888-560-1782 (Prompt 4).