Primarily responsiblity is leading the professional and technical services group, managing worldwide implementations of i2c’s clients.
Manage end-to-end relationship with Clients and Vendors during planning, implementation, launch, and developmental phase of the business.
Plan and Lead large scale platform integrations, testing and certifications (Web Services, API etc).
Work with PMO and other cross-functional teams to ensure smooth and timely completion of product enhancements, projects and client implementations
Actively monitor and review project progress and report challenges and risks to relevant stakeholders for timely decision or intervention.
Coordinate with account managers and senior management in corporate office to discuss day to day operations and other business contingencies etc.
Responsible for new product implementations and post shipment verifications on clients' instances. Evaluate and Monitor weekly deployments at production and submit observation reports to relevant stakeholders.
Provide platform demonstrations to prospects and trainings to existing clients.
Support Sales and Business Development teams during RFP & RFI and due diligence.
Transform clients' business needs into technical requirements and participate in database design meetings
Manage the day-to-day operations of the Technical Services teams, providing coaching, support, and regular feedback.
Develop, nurture high performance culture with emphasis on speed, quality, and professional excellence
Ensure adherence to compliance and information security within professional services.
Build, develop, motivate and engage team members to fulfill growing expectations of global clientel and internal stakeholders
Establish practices that continously enhance customer satisfaction and overall customer experience
Set team goals in line with business objectives
Develop reports that enhance visibility and facilitate stakeholders to take informed decisions
Work with project managers, client care managers, and other departments to ensure that client needs, service level agreements, and deadlines are met.
Regularly evaluate professional services to identify opportunities for improvement in systems, processes and people
Work with HR on staffing, perforrmance and salary reviews, compliance etc.
Perform any other contingent activities
Must be willing to work at night to cater for clients in different timezones.