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- The Customer Success Manager will build and facilitate the relationship between our Operating Company business partners, their clients and customers, their contractors, the AG IS End User Computing team, and the AG IS Asset Management team. Capturing, analyzing, and presenting data for consumption by various teams will be an integral part of the job along with building andmaintaining processes to support business requirements including day-to-day troubleshooting of contractor asset issues. Success will be measured by gathering requirements from the Operating Companies, clients, and customers to ensure the right assets are delivered by the AG IS team to the contractors in a timely manner.
- Build reporting to serve multiple needs, supporting AG IS and Operating Company business partners.
- Ensure the Operating Company clients and customers receive assets configured to the client and contractor requirement.
- Provide day-to-day troubleshooting of any contractor asset issues for established client programs.
- Periodic check-in with Operating Company business partners to monitor and maintain client program health.
- Manage the distribution of new assets on an as-needed basis for "classes" of new hires for existing client programs.
- Maintaining the asset lifecycle for new and existing client program assets including updating the asset management database (Service Now).
- Follow Operating Company onboarding and offboarding procedures for all client contactors insuring adherence to Information Security protocols, policies, and standards.
- Oversee all hardware stock levels and ensure communication on stock levels and/or orders are communicated and follow both the AG IS Asset Management team and the Operating Company business partners processes.
- Partner with vendors to price and procure assets and peripherals per Operating Company business partner requirements.
- Participate in the planning with the Operating Company business partners to identify opportunities to leverage technology to achieve business goals.
- BS in Computer Science, Business, or related Major.
- 2+ years of technical business relationship management or consulting experience, preferably in a service-oriented company.
- 3+ years of experience in the areas of people, process, and technology management with an IS organization.
- Experience with Service Now (SNow) or similar Asset Management tool preferred.
- Business Relationship Management Professional (BRMP) or Certified Business Relationship Management (CBRM) preferred.
- Knowledge of Scaled Agile Framework (SAFe) best practices.
- Facilitating conversations to gather requirements and data needed for decision making.
- Translating requirements from the business to IT and back again.
- Ability to learn and understand services to explain in business and value terms.
- Solid financial management skills (including forecasting and capital planning).
- Understanding of Asset Management Lifecycle.
- Time and organization management skills.
- People leader skills.
- Build relationships
- Develop people
- Lead change
- Inspire Others
- Think critically
- Communicate clearly
- Create accountability