Job
Description
Overview GEP is a diverse, creative team of people passionate about procurement. We invest ourselves entirely in our client’s success, creating strong collaborative relationships that deliver extraordinary value year after year. Our clients include market global leaders with far-flung international operations, Fortune 500 and Global 2000 enterprises, leading government and public institutions. We deliver practical, effective services and software that enable procurement leaders to maximise their impact on business operations, strategy and financial performance. That’s just some of the things that we do in our quest to build a beautiful company, enjoy the journey and make a difference. GEP is a place where individuality is prized, and talent respected. We’re focused on what is real and effective. GEP is where good ideas and great people are recognized, results matter, and ability and hard work drive achievements. We’re a learning organization, actively looking for people to help shape, grow and continually improve us. Are you one of us? GEP is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, national origin, religion, sex, disability status, or any other characteristics protected by law. We are committed to hiring and valuing a global diverse work team. For more information please visit us on GEP.com or check us out on LinkedIn.com. Responsibilities Act as a Technical/Functional Consultant to the Customer Success Manager for allocated set of 10-12 accounts. Collaboration w ith customer success manager for QBR providing data & operational insight. Manage Steady-State Accounts after a systematic Know ledge Transfer from the Implementation team based on hand-off criteria including but not limited to formal sign offs by client on the implementation, list of open issues etc. Know ledge on release-to-release know ledge of S2P Products & corresponding operational benefits to customer. P a r t ne r i n g w i t h P M G i n f ea t u r e de s i g n p r o c e s s t o b r i n g i n perspective from customers’ business processes (Usability Analysis, etc.) Proactive monitoring & reporting of “Operational Health Metrics” (Adoption, SLA reports, CSI) to internal and external stakeholders to help identify and mitigate risks Driving/Coordinating RCAs & High severity issues w ith close collaboration w ith PMG, Engg & CST w ith day-to-day monitoring & updates on Incident and Problem SLAs. Facilitate Change enablement for major features w ith proactive Customer Trainings, Webinars, workshops, collateral, etc. Project Manage the execution of Change Requests (along with a team of Ops Analysts/Sr. Analysts and/or the CIT team) Qualifications Good Communication Customer management Skills Ability to document action items correctly and drive them to closure Willingness to drive things to closure irrespective of the odds Ability to liaise w ith various internal teams.
