Architect,Customer Success Manager

Job Description

Reporting to the CSM Sr. Manager, the Customer Success Manager (CSM) works directly with PepsiCo senior executives to provide strategic direction and assistance with collaboration applications. In this role, the CSM foster relationships to provide guidance and solutions for use cases and subject matter expertise for key initiatives. The CSM will partner closely with peers to increase adoption of UCC tools and formulatereport on KPIs related to said adoption. The CSM will work closely with customers to gather feedback and identify new capabilities or processes that will improve experience. Accountabilities: Communicates effectively with executive partners. Provides guidance and solutions for collaborationcommunication use cases UCC subject matter expert on key strategic initiatives Partners with peer group to increase adoption of UCC tools Formulates and delivers metrics to key stakeholders. Partners with other CSMs to provide monthly meetingsupdates as a team Gathers feedback from users and brainstorms better ways of workingcommunicating Partners with UCC Capability Owners to ensure solutions and new capabilities are leveraged consistently Comfortable working in a fast paced, dynamic environment and developing flexible solutions to meet evolving business requirements. Demonstrates initiative and the ability to accomplish aggressive project goals when necessary. Effectively presenting facts and recommendations in oral and written form.

QualificationsRequirements

Years of Experience: 8+ years in I.T. field 5+ years UCC (SkypeTeams, Zoom, Slack, Sharepoint) 2+ years leveraging business intelligence tools (PowerBI, Tableau) Mandatory Technical skills: Strong working knowledge of workplace services technologies, especially Unified Communications & Collaboration (UCC). Working knowledge of how to measure critical services and experience using business intelligence applications (PowerBI, Tableau). Understanding of process analysis, project methodologies Mandatory non-technical skills: Proven ability to foster close business relationships and work closely with business partners to gather business requirements and recommend solutions. Understanding of IT project budget management, planning and forecasting. Solid technical aptitude, leadership and customer facing skills. Strong communication and presentation skills; ability to communicate at all levels of organization. Differentiating competencies required: Develop an understanding of the various UCC solutions and how they re interconnected Ensure the features, benefits, UCC technology are understood and valued Must have a UCC background. Position the appropriate IT services for customers to consider when deploying a technology solution Knowledge and relationships in Unified Communications industry Develop understanding of technological capabilities Effectively highlight IT technological advantages and disadvantages from the customer s perspective Identify technical win strategies from a business and technology perspective

Relocation Eligible: Not Applicable Job Type: Regular

Architect,Customer Success Manager in Hyderabad, India | Pepsico Global Skip to Main Content Architect,Customer Success Manager Job Description Auto req ID: 216556BR Job Description

Main Purpose: Reporting to the CSM Sr. Manager, the Customer Success Manager (CSM) works directly with PepsiCo senior executives to provide strategic direction and assistance with collaboration applications. In this role, the CSM foster relationships to provide guidance and solutions for use cases and subject matter expertise for key initiatives. The CSM will partner closely with peers to increase adoption of UCC tools and formulatereport on KPIs related to said adoption. The CSM will work closely with customers to gather feedback and identify new capabilities or processes that will improve experience. Accountabilities: Communicates effectively with executive partners. Provides guidance and solutions for collaborationcommunication use cases UCC subject matter expert on key strategic initiatives Partners with peer group to increase adoption of UCC tools Formulates and delivers metrics to key stakeholders. Partners with other CSMs to provide monthly meetingsupdates as a team Gathers feedback from users and brainstorms better ways of workingcommunicating Partners with UCC Capability Owners to ensure solutions and new capabilities are leveraged consistently Comfortable working in a fast paced, dynamic environment and developing flexible solutions to meet evolving business requirements. Demonstrates initiative and the ability to accomplish aggressive project goals when necessary. Effectively presenting facts and recommendations in oral and written form.

QualificationsRequirements

Years of Experience: 8+ years in I.T. field 5+ years UCC (SkypeTeams, Zoom, Slack, Sharepoint) 2+ years leveraging business intelligence tools (PowerBI, Tableau) Mandatory Technical skills: Strong working knowledge of workplace services technologies, especially Unified Communications & Collaboration (UCC). Working knowledge of how to measure critical services and experience using business intelligence applications (PowerBI, Tableau). Understanding of process analysis, project methodologies Mandatory non-technical skills: Proven ability to foster close business relationships and work closely with business partners to gather business requirements and recommend solutions. Understanding of IT project budget management, planning and forecasting. Solid technical aptitude, leadership and customer facing skills. Strong communication and presentation skills; ability to communicate at all levels of organization. Differentiating competencies required: Develop an understanding of the various UCC solutions and how they re interconnected Ensure the features, benefits, UCC technology are understood and valued Must have a UCC background. Position the appropriate IT services for customers to consider when deploying a technology solution Knowledge and relationships in Unified Communications industry Develop understanding of technological capabilities Effectively highlight IT technological advantages and disadvantages from the customer s perspective Identify technical win strategies from a business and technology perspective

Relocation Eligible: Not Applicable Job Type: Regular

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Keyskills :
salescustomer servicecustomer relationsmarketingonboardingsubject matter expertisebusiness intelligence toolsuse casesit servicesprocess analysisapplicationsbudget managementpresentation skillsbusiness intelligencestrategic initiativesbusin