Job Description

ABOUT LEV:

Lev is a digital consultancy that works with marketers to level up their customer experience using Salesforce products.
We are a marketing-focused consultancy thats all about improving the customer experience. We weave strategy and expertise into every solution to level up customer engagement and drive marketing success. While Salesforce gives organizations the foundation and flexibility to power even the most complicated businesses, Lev helps you put plans into action so you can get the most out of your investment.
a top Salesforce Partner, we are building a team of marketing strategy experts that helps brands leverage Salesforce products to better connect with their customers. We have offices in Indiana and Arizona, and remote workers across the country and now we are expanding into the United Kingdom! We hire the best and brightest in the industry. Sound like you? Keep reading.


This position is available for Remote Candidates across the United States.


ABOUT THE POSITION:
The Manager, Service Delivery role is responsible for developing and maintaining strategies to drive internal/external synergies, establish and implement strong client engagement models.This role will identify and resolve key problem areas in the contract/SOW process, validate/review contracts prior to Client receipt, ensure appropriate success models for large/strategic accounts, and triage client escalations, where required. Core competencies include strong consulting capabilities, customer relationship skills, project management skills, financial management, operational process improvement, and the ability to review contracts and SOWs. Previous experience in customer relationship management, service operations, sales engineering, and IT professional services consulting is desired.


RESPONSIBILITIES:
Develop and maintain blueprint for success on strategic and enterprise-level projects
Improve client and internal expectations for all engagements and develop a more efficient process to be used internally and drastically reduce other Operations Directors involvement
Help with the adoption and successful rollout of CPQ and continued automation, improvement and enhancement to integration
Serve as liaison between Sales and Delivery to ensure alignment and execution of critical success processes
Develop roadmap, pricing and packaging for service line products
Provide escalation mitigation services for customer escalations on strategic and enterprise projects, and create process improvement to avoid future problems
Serve as the primary owner for SOW review and approvals of all nonstandard SOWs
Will develop process for flagging and monitoring of nonstandard deals to ensure reduced risk and ensure success
Maintain a close working relationship with the Sales team and proactively identify SOW process improvements and see these improvements are addressed and adopted quickly
Foster a success-oriented, accountable environment within the company by creating and be accountable for service excellence metrics and measurements
Look for opportunities to expand productized offerings to serve our clients and assist in building the go to market strategy such as expanded Campaign Studio offerings
Responsible for escalation prevention and management including all processes and metrics that will allow the organization to proactively detect 2018 at risk and high risk engagements and includes escalation remediation.


OTHER RESPONSIBILITIES:
Contribute to building Lev\u2019s culture
Perform other duties required and assigned
Lead a team and build performance indicators


EDUCATION AND/OR EXPERIENCE:


REQUIRED:
Degree in Computer Science, Business Administration, Finance, or related field, or equivalent experience
Proven experience in corporate development or business development capacity
In depth understanding of different aspects of technology - i.e., software development, IT solutions design, managed services, SaaS implementations, IT Infrastructure.
Excellent customer facing skills with demonstrated experience building relationships and credibility across functions and organizational levels
Proven expertise in process improvement identification, implementation, and execution
Demonstrated project management ability to manage multiple tasks projects in a fast-paced, dynamic work environment
07+ years of experience in a professional services organization
PREFERRED:
Experience in IT delivery management, sales, and contract processes
Experience in the Salesforce ecosystem or other SaaS-based solutions

KNOWLEDGE, SKILLS, AND ABILITIES:
Excellent communication and presentation skills
Ability to lead and manage change
Ability to interface with all people and roles within the business at all levels
Strong analytical and critical thinking skills, and strategic thinking abilities
Ability to drive work independently
Complex problem-solving skills

Cognizant will not sponsor H-1B or other U.S. work authorization, or lawful permanent residence (otherwise known as a Green Card) for this role.