Digital I&O Chapter Lead Customer Success Manager

This role understands the specific technology areas used in the OpCo’s, providing advice and guidance to the TP&S Supplier, as well as coordinating & prioritising work and making decisions for the service provided to the OpCo’s. They will also understand the projects planned for the OpCo’s and ensure this is aligned to the overall D&T strategy and OpCo Business Requirements.
 

The Chapter Lead Customer Success Manager is member of the TP&S Hub and is one of the professionals who manage the Infrastructure services (Collaboration and End User Devices, Connectivity, Cloud & Hosting, Field Services) provided to the OpCo’s by the TP&S Supplier. Their role plays a pivotal role in ensuring the OpCo’s get maximum value from the TP&S products and services. As a key member of the TP&S Hub, the Chapter Lead Customer Success Manager will work closely with product teams to align product offerings with the needs of our customers, fostering long-term relationships and driving customer satisfaction and retention.

 

Your responsibilities would include:

Customer Relationship Management:
• serving as the primary point of contact for the OpCo’s within the region, ensuring their successful adoption and ongoing use of our IT products and services
• building and maintaining strong relationships with key stakeholders, including senior executives and decision-makers, to understand their business goals and challenges
• acting as the voice of the customer within the Tech Hub, providing feedback to product teams to inform product development and enhancements

Collaboration with Product Teams:
• partnering with product teams to ensure that customer needs and pain points are addressed in product roadmaps
• collaborating on product launch strategies, ensuring that OpCo’s are fully supported and prepared for new releases and updates
• participating in product testing and provide feedback from a customer perspective to enhance product usability and functionality

Onboarding and Training:
• leading the onboarding process for new OpCo’s, ensuring they are fully equipped to utilize products and services effectively
• developing and delivering training sessions, webinars, and documentation to educate customers on best practices and new features
• monitoring customer progress during the onboarding phase and provide proactive support to address any issues or concerns

Customer Success Strategy and Execution:
• developing and implementing customer success plans tailored to the needs of each OpCo, with a focus on achieving specific business outcomes
• analysing customer usage data and metrics to identify opportunities for improving customer satisfaction and driving product adoption
• identifying and address potential issues that could impact customer satisfaction or retention

Issue Resolution and Escalation:
• act as a liaison between OpCo’s and internal support teams to resolve any technical issues or challenges promptly
• managing escalations effectively, ensuring that issues are resolved in a timely manner and that customers are kept informed throughout the process
 

Customer Feedback and Continuous Improvement:
• gathering and analysing customer feedback to identify trends, challenges, and areas for improvement
• working with product and support teams to implement changes based on customer insights
• seeking ways to enhance the customer experience and increase overall customer satisfaction

People management & development:
• leading, inspiring, and motivating team members to get the best out of themselves and as a team
•  being responsible for recruiting, developing, and retaining talent in the team
• promoting and demonstrating Heineken behaviours
• driving inclusive, diverse, and trustful environment. Empowering teams and individuals. Acting as a role model.
 

You are a good candidate if you have:

• Bachelor’s or Master’s degree in Computer Science, Telecom, Electronics or other related studies
• 8-10 years of experience in IT industry
• 5-7 in a customer success, account management, or similar role within the IT industry
• 5 years’ experience, in working with external vendors, resources and contracts
• 5 years’ experience of working with OpCo’s
• 5 years’ experience of working in agile teams in multi-cultural environments
• proven track record of managing customer relationships and driving customer satisfaction
• clear competency/proven people management experience
• preferably experience with working in an Agile environment.
• excellent written and verbal English
• other language will be an advantage
• excellent communication skills (both verbal and in writing): ability to communicate well with technical and non-technical people
• strong understanding of IT products and services, with the ability to quickly learn new technologies
• team player attitude and ability to work effectively at all levels of the product teams with the ability to influence others to move toward consensus
• ability to identify and understand multiple stakeholder perspectives and "truths" and bring an open mind to understanding and build on the views of others
• proactiveness and able to manage multiple priorities in a fast-paced environment
• Agile mindsets and behaviours, championing and influencing a culture of growth mindset, self-leadership and development
• business acumen and shaping a competitive customer-focused culture

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