Responsibilities
- Direct the allocation of company resources to fulfill customer contracts effectively and on schedule.
- Drive customer satisfaction to achieve defined service quality targets.
- Build alignment across departments when resolving complicated operational challenges.
- Deliver high-level account guidance using deep understanding of technology and market demands.
- Apply advanced technical and business expertise to influence company-wide strategies.
- Evaluate operational challenges and propose strategic recommendations to executive leadership.
- Forecast staffing needs and manage team assignments to meet project demands.
- Match delivery team capabilities with business objectives to maximize efficiency.
- Enable team success by identifying and eliminating workflow obstacles.
- Promote a culture focused on continuous improvement and high performance.
- Ensure compliance with human resources, legal, financial, ethical, and governance standards.
- Improve service delivery processes and maturity across client portfolios.
- Develop and maintain executive-level relationships for strategic customer accounts.
- Address critical issues that carry substantial business implications.
- Serve as a trusted partner in managing service delivery outcomes for clients.
- Represent the organization in external industry groups and forums.
- May serve in the role of Account Sponsor for key clients.
- Escalate significant customer concerns to senior leadership with proposed resolutions.
- Oversee financial performance of account programs, targeting results at or above the original plan.
- Maintain accurate budget tracking and deliver dependable financial forecasts.
- Work with executives to design corrective actions for financial or operational setbacks.
- Define strategic direction and create conditions for successful, high-impact partnerships.
- Lead the creation of business operating plans across the organization.
- Advance organizational objectives and strategic initiatives to full execution.
- Lead, mentor, and develop teams to deliver exceptional service, lower delivery costs, and build trusted advisor relationships.
Benefits
- competitive salaries
- comprehensive benefits package
- unlimited paid time off
- 401(k) participation
- professional growth and development opportunities
- work with advanced security technologies in a dynamic environment
Compensation
competitive salaries
Responsibilities
- Prioritize and execute Avertium resources for customer contract support and delivery.
- Ensure customer satisfaction to meet CSAT objectives.
- Facilitate organizational consensus on complex issues.
- Provide strategic account support with technical and operational insights into industry trends and customer needs.
- Utilize extensive technical and business knowledge to guide organizational strategies and direction.
- Analyze and recommend solutions for senior management on strategic operational matters.
- Manage resource forecasting, requirements, and staffing to meet demand.
- Align delivery resources with business needs, optimizing staff talents.
- Support team execution by removing barriers.
- Foster a growth-oriented and high-performance work environment.
- Ensure adherence to HR, legal, financial, ethics, and governance policies.
- Enhance operational maturity within account portfolios.
- Manage and grow executive customer relationships for strategic accounts.
- Resolve complex issues with significant business impact.
- Establish trusted advisor partnerships in service delivery management.
- Represent Avertium in industry organizations.
- Potential to act as Account Sponsor.
- Escalate major account issues to Leadership with solutions.
- Oversees financial execution of programs within the portfolio of accounts, aiming to meet or exceed the original Plan of Record.
- Maintains program budgets with the capability to present reliable forecasts.
- Collaborates with senior leadership to formulate corrective plans for addressing issues that impact financial performance.
- Shapes the strategic agenda and creates the context for successful partnerships that generate significant business.
- Leads the development of organizational business operating plans.
- Drives Avertium's business goals and initiatives to successful implementation within the organization.
- Manages and coaches the team to achieve best-in-class customer experience, reduce delivery costs, and attain trusted advisor status with customers.
Benefits
- competitive salaries
- full benefits
- unlimited paid time off
- participation in 401(k)
- opportunities for professional growth and development
- opportunity to work with cutting-edge security technologies in a stimulating work environment
