TEKsystems Agile Customer Success Leader II - Healthcare in Chicago, Illinois
TEKsystems Global Services® is part of TEKsystems, the leading IT services and staffing company in North America. TEKsystems Global Services provides a continuum of services ranging from engagement management to full outsourcing for applications, infrastructure and learning solutions. As a services provider, we leverage our talent management strengths to extend the business value of our client partnerships and deliver measurable business and IT outcomes.
TEKsystems Global Services is a fast-paced, growing organization with a dynamic and diverse work environment. Our strong culture is embodied by our core values - relationships, commitment, serving others and open communication. Our values guide our hiring decisions and shape how we make a meaningful impact in the IT market.
The Customer Success Leader II (CSL II) position is a delivery leadership position in the organization in which the individual may be responsible for managing one or more projects/project teams/programs at a time. The CSL II provides ownership of customer expectations, delivery assurance of application services, and all-around outcomes for clients. This role is responsible for quantifying the business benefits of project outcomes throughout the engagement. As a more advanced Customer Success Leader position, a CSL II is expected to have the experience and background for complex deliverable-based, fully outsourced, or extremely large-scale engagements or programs.
This Customer Success Leader II position requires a more demanding set of skills, educational background , and demonstrated experience related to Agile Transformation in the Healthcare vertical.
This role may require up to 50% travel.
KEY ACCOUNTABILITIES AND PRIORITIES:
Strategic Thinker & Market Strategist
Urgently and actively accountable for project and customer requirements to ensure customer satisfaction and contract compliance.
Succinctly understands and explains how application solution addresses customer needs and discusses benefits in terms of business value versus technology features.
Establishes and performs periodic customer, project, and solution "health checks" with client project teams baselined against the target metrics associated with the Value Streams defined at the onset of the engagement.
Ensures customer reference-ability and, support and enhance on-going relationships.
Defines and implements a Communication Plan that meets project and customer expectations, and then urgently ensure a rhythm of 'continuous communication' and escalation inside of TEK and with the client relative to project status, opportunities, and imminent risks.
Participate in the development and execution of an Account Strategy in collaboration with internal stakeholders.
Thinks out of the box, works to solution and solve business problems.
Drives growth by relentlessly searching for new and improved ways of serving our internal and external customers. Collaborates heavily with Practice, Solutions, and Sales Teams towards this end.
Ability to highlight risks associated with activities that deviate from stated business goals and define costs associated with deviation.
Inspires and motivates a sense of direction and purpose.
Energizes team members to strive towards a compelling vision of the future by embracing and embodying company values in all aspects of their work.
Offers clarity around project goals and objectives to enable effective collaboration towards a shared purpose.
Strategic Perspective & Judgement
Maintains a clear view of the customer's current and future business needs above and beyond the engagement deliverables.
Uses deep industry and cultural knowledge to anticipate trends and opportunities; takes a long-term view of the business, as well as taking the broad strategy and translating it into meaningful goals and objectives.
Collaborates with account team to ensure costs, planning, governance, and risks are visible and issues are resolved.
Drives for Results
Understands and supports the approach and solution design proposed by collaborating with customers and stakeholders to manage their expectations and proactively resolve business issues in a timely manner and then work vigorously to ensure the path towards fulfillment of customer expectations is always dignified.
Urgently and actively develops, maintains, and tracks quantifiable metrics that support business and project goals.
Continually challenges others in a healthy fashion and addresses performance gaps well before there are any negative impact on service delivery.
Self-Awareness & Development
Adjust behavior to best fit the style of others and the style that is needed based upon the situation, the customer culture, and project goals.
Recognizes own strengths and weaknesses.
Admits mistakes; proactively seeks feedback from others.
Extracts learning from failure
Building Relationships/Trust & Assessing Talent
Builds both informal & formal relationships across organization boundaries.
Mentors, manages, and develops project team members.
Conducts annual reviews and provides feedback throughout the year on employee performance where required.
Recruits, develops and retains a diverse, high-quality workforce; maintain a high-performing team that leads and manages an inclusive workplace that maximizes the talents of each person to achieve sound results.
SKILLS & QUALIFICATIONS:
• Bachelor’s degree or equivalent relevant, experience
• 8+ years of experience in technology and/or professional services with a preference for experience at a consulting services technology provider
• 5+ years in IT service management/project management providing project and delivery management and daily operational oversight within a professional services delivery environment
• Experience leading Agile based workflows (PI planning, sprint planning, daily standups, etc.) and delivering via common Scaled Agile frameworks
• Experience in traditional and Agile project management methodologies applying appropriate frameworks and best practices
• Agile, PMP, IAOP (Outsourcing Professional), ITIL or other relevant certifications a plus
• Strong business acumen with the ability to develop a business case, to gather business requirements, and translate them into a customer solution when required
• Possesses incredible degrees of situational awareness with a “Customer First Mindset”
• Operates with a sense ‘healthy paranoia’ by continually ensuring the Customer expectations and goals are urgently dignified and that any potential barriers or risks to success are immediately escalated and addressed
• Excellent oral and written communication skills
• Analysis and problem-solving skills, as well as excellent time management and organizational skills
• Superior people and personnel management skills
• Understands areas for growth and learning; creates a plan to improve, aggressively pursues that plan, and remains up to date on required readings and training
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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