TMT XaaS Customer Success & Services Senior Manager

XaaS Customer Success Transformation-Manager/Senior Manager C&M
Our Telecommunications, Media and Technology (TMT) industry clients include some of the most valued companies in the U.S. and many of the world's top global brands. We are poised to help clients shape their evolving business models, scale and transform their operations, modernize their processes and technologies, and constantly improve their customer experience. Our Technology sector includes the world leaders in software, semiconductor, Cloud, analytics, cyber, networking, enterprise and personal computing, and technology services.

XaaS Models -long employed by High Tech companies-create significant value for both customers and the companies that adopt them. These models are profoundly different from traditional business models and will require a very different set of business capabilities so that customers are able to access, consume, and pay for services based on need and usage-from content to technology infrastructure and enterprise software solutions-in a flexible, scalable, and secure manner.

Deloitte has guided numerous companies through business model transformations towards XaaS while employing in-depth knowledge of new business capabilities, processes and complex interrelated systems. We are seeking an experienced leader with expertise in new capabilities across the entire Lead to Cash value chain, including the areas of offer management and delivery, pricing, sales, configure-price-quote, subscription management, service provisioning, subscription billing and invoicing, and revenue recognition.

Do you want to be part of a team that transforms the business landscape for its clients? Do you want to be on the winning team that drives transformation, improves productivity and streamlines business operations? Do you feel your skills surpass those of your peers and colleagues? If your answer is yes, we want to hear from you immediately!

Digital Customer

Our Digital Customer team focuses on designing and implementing sales and service experiences, capabilities, and architectures to bring customer strategies to life. Our ambition is to be the best in the world at driving customer transformation through the development of clever commercial strategies, distinctive experiences, and the application of digital technologies. We help make the "creative digital consultancy" real and in doing so, make new markets.

Work You'll Do

Our practitioners work in integrated project teams on a range of projects covering the entire Lead to Cash lifecycle from planning through to design, development and the deployment of solutions. These project teams will often include leaders and specialists from other business and technical disciplines from within the consulting practice and from our clients. A focus on team work is therefore critical. As a XaaS Transformation Senior Manager, you will bring considerable functional expertise to define new business capabilities, processes, and solutions to transform new business models. You will interact daily with key business and IT executives and lead multiple teams in various strategy and implementation activities

Responsibilities will include:

• : Manage day to day interactions with executive clients and sponsors
• : Lead engagement planning and budgeting; mobilize and manage engagement teams; define deliverable structure and content; facilitate buy-in of proposed solutions from top management levels at the client; direct on-time, quality delivery of work; manage engagement economics; manage engagement risk
• : Develop and maintain contact with top decision makers at key clients; organize and lead pursuit teams; participate and lead aspects of the proposal development process; contribute to the development of proposal pricing strategies
• : Perform role of counselor and coach; provide input and guidance into the staffing process; actively participate in staff recruitment and retention activities; provide leadership and support for delivery teams and staff in local offices
• : Develop practical solutions and methodologies; develop "thoughtware" and "point-of-view" documents; participate in public speaking events; get published in industry periodicals

• Business strategy : Overall business strategy to drive flexible consumption-based business models for the organization
• Business model : Clear definition and alignment on "what" is sold, "to whom," and "how"
• Business capabilities : Enabling processes and policies to support the target business model
• Operating model: Based on new set of business capabilities defining the right structure for organizing them to optimally deliver a company's offerings to the marketplace
• Technology platform: Strategic automation of processes for efficiency via a technology platform-applications, infrastructure, data, integration, and security

• 8-10+ years of relevant technology consulting or industry experience

• 8-10+ years serving clients in Hi-Tech sector space with demonstrated experience working in at least one of the following domains: Hardware, Software, IoT, or Cloud.

• 3+ years of experience in managing customer success or GTM functions either in a consulting function or in industry
• Experience managing Customer Outcomes transformation efforts including ownership of the business and technical solution, requirements management, and future state process design in the areas of sales enablement and sales operations, as well as customer success management
• Experience defining systems strategy, roadmaps, implementation plans, user stories, solution design and prototyping, testing, training, defining support procedures, and implementing best practice business solutions

• Solid understanding of flexible consumption models such as subscriptions, pay-as-you-go, usage-based and their role in innovative go-to-market approaches and new revenue models, as well as impact on customer engagement processes

• Experience working across a broad range of CRM-related technology solutions and applications, with solid understanding of the foundational architecture and business models they support
• Understanding of core Customer Success capabilities - risk mitigation, success planning, call-to-actions, playbooks, cross-functional collaboration, product usage analytics and other operational capabilities

• Proven skills demonstrating strong judgment, problem-solving, and decision-making abilities
• Pre-sales, proposal, and RFP experience

• At least 4 years of experience contributing to the development and presentation of client proposals.
• Ability to travel 50%, on average, based on the work you do and the clients and industries/sectors you serve.

• Strong oral and written communication skills, including presentation skills (MS Visio, MS PowerPoint)
• Strong problem solving and troubleshooting skills with the ability to exercise mature judgment

• Experience mentoring and coaching others