Customer Delivery Executive Jobs in Dubai – UAE at CSGI
Title: Customer Delivery Executive
Location: Dubai – UAE
Type: Full Time
Position: Customer Delivery Executive – Middle East
Operational & Delivery Excellence:Provide for an exceptional customer experience by reimagining key business processes with a relentless focus on operational and delivery excellence, improving our agility, reliability, and efficiency.
Create the overall strategy for project delivery according to the overall customer management strategy. Plan and supervise overall execution of customer projects that meet or exceed quality, profitability, stability, timeline, and customer experience metrics.
Team with Customer Solutioning to produce work estimates and ensure all programs and solutions are delivered leveraging best practices and the CSG standards of program methodology and relevant client processes. Make recommendations as necessary to modify the overall project plan and reset priorities to achieve those goals.
Ensure selection and implementation of the right CSG methodologies and technical tools, according to client needs and project(s) objectives.
In collaboration with the Customer Business Executive (CBE), creates the overall strategy and service delivery expectations that provide for an exceptional customer experience based upon measurement and management of Service Level Agreements (SLAs) and Operating Level Agreements (OLAs).
Partner with Resource Management or more senior CDE roles, and the CBE in resource forecast and planning, based on updated demand planning. Identify and manage requirements of skill enablement.
Proactively monitor overall customer satisfaction and account health. Check on project progress at regular intervals to key stakeholders, resolving issues and initiating corrective action, as appropriate, and in accordance with the governance arrangements. Proactively escalate to the appropriate stakeholders, as necessary.
Ensures adequate incident management, change management and knowledge management methodologies are successfully implemented along the customer lifecycle.
Prepare and submit for approval (if needed) all project/program proposals including scope, timeline, risk, requirements & change control.
Share best practices, build common methodology for different services lines and collaborate with internal teams to provide strategic guidance to customers on product functionality, technology, process guidance, and implementation to generate and optimize revenue, strengthen customer relationships and exploit emerging opportunities within the industry.
Incumbent is accountable for professional working behavior to include building and maintaining constructive working relationships, implementing proactive and concise communication, acting as a resource to colleagues, and engaging in collaborative thinking and problem solving while demonstrating CSG’s core competencies and values.
Maintain and Build the Business:In partnership with the CBE, participates in the account/region planning. Ensure account objectives are aligned with overall delivery and account strategic plan. Ensure execution of objectives.
Accountable for internal P&L of each project. Shares responsibility for revenue, and sales bookings of the account as a whole (or group of accounts) Penetrate the account in such a way that positions us well to understand their business model, business challenges, and overall customer buying process. Shape customer demand for our solutions that solve their urgent business challenges
Establish a trusted and strategic advisory relationship wit…