Key job responsibilities
As a Customer Solutions Manager, Tech in the OTS CS team, your key responsibilities and expectations are:
• You are customer facing and will need to be able to work independently, seeking guidance as needed.
• You will be expected to collaborate effectively with customer, partner or stakeholder teams to deliver difficult, cross-functional technical projects that accelerate migration and service / product adoption to meet customer needs.
• You will work directly with OTS customers technology teams, partner teams, project managers in order to develop a full understanding of the services and supported third-party technologies our customers require of OTS.
• You will need to develop a full understanding and advocate OTS products and services to our customers on behalf of OTS
• You balance customer needs with engineering teams incorporating requirements into recommendations.
• You may contribute to pre- and post-solutioning, forecasting and planning activities.
• You recognize when a proposed design (e.g., solution, operating model, process, etc.) is too complex or risky and arrange additional reviews.
• You have Solution Architect Associate certification.
• You take the time to understand the larger business picture (i.e., customer experience, goals, business case, and priorities).
• You dive deeply to validate customer requirements with their internal representatives (e.g., implementation teams) and identify program or information gaps.
• You understand and can educate customers on product and/or service constraints, as well as benefits.
• You ask the right technical questions to ensure appropriate trade-offs are made.
• You negotiate priorities, helping customers and partner teams distinguish between what’s important and urgent.
• You provide input for team documentation. You may provide input to internal product owners to prioritize new or improved capabilities based on customer feedback.
• You accelerate progress by driving crisp and timely decisions, clearing blockers (e.g., path to green), escalating appropriately.
• When appropriate, you advocate for service offerings and/or features that better serve customer needs.
• You provide input for event documentation and may actively participate in said events (e.g., conduct workshops, presentations, etc.).
• You work to optimize team processes to improve migration, customer adoption, and operational excellence.
• You may participate in writing PR/FAQs and other program documents (e.g. narratives, provide input for OP1/2)
• You take ownership of issues (even when outside your own domain), and either drive their resolution or ensure a clear hand-off to the right owner.
• You drive accountability across internal teams.
A day in the life
Engagement and Tooling:
Using our internal tooling, you will triage and evaluate unplanned customer demand requests of OTS, engaging with customers to ensure high quality demand requests. You will provide a first pass evaluation of their product / solution ask, seeking Principal Engineer / Solution Architect reviews for new or complex requests that impact upon multiple products, services or OTS teams (cross cutting programs). You will engage with Customers through dedicated Slack channels, emails and Office hours
Customer Advocacy:
As the primary interface for customers with demand requests for OTS products and services, you will relentlessly drive for transparency (through persistent updates and communication) and accountability (through clear unambiguous process and mechanisms with internal OTS teams for e.g. handovers). This translates to multiple syncs / meetings with customers, stakeholders and partner teams
Customer Experience:
Everything you do, is based on improving and maintaining high levels of customer satisfaction with OTS and its products and services. You strive to work backwards from customer feedback, sentiment and discover opportunities for improving processes, mechanisms or the products and services we offer.
About the team
The Customer Success team is one of 3 main elements of the OTS Customer Growth team (the other two being Customer Engagement (Planned Customer Demand) and Voice of the Customer). The team has members in Nashville and Austin, although we cater to a Global customer base. We are a growing team and function.
BASIC QUALIFICATIONS
• Experience leading complex, large scale IT/digital/business transformation programs
• Experience in a customer facing role
• Experience in and comfortable with navigating ambiguity.
PREFERRED QUALIFICATIONS
• Direct experience implementing AWS/cloud services • Robust understanding of key technology and market trends
• AWS Solutions Architect Certified
• PMP and/or SCRUM/Agile, SAFe certified.
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