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Client Success Manager
2 weeks ago
Ensign is hiring
Tender service compliance review
o Participate in tender compliance review to ensure Ensign team capable of delivering contract obligations
Consultant to customer / single point of contact
Ensure SLA compliance for service rendered
o To ensure MSS & DM teams deliver SLA as per contract
Facilitate and managing customer requests
o Ensure Service Request(s) and Change Request(s) are reviewed and tracked
Manage Ongoing activities across the contract
o Work side-by-side with Ensign team and customer to create implementation and success plans that ensure business and security program alignment
Manage OnDemand activities across the contract
o Attending to customer requests/queries/complaints/feedback
Project documentation
o To ensure documentation (i.e., baseline/standing orders/monitored asset-list) for the services are up to date
Assist in up-selling Ensign services
o Partnering Ensign account managers and pre-sales to Ensign services (i.e., via probing clients for road-maps)
Troubleshooting & Incident handling
o Work with Ensign support teams for troubleshooting. Engage with Technical Support to help work technical issues to completion
Facilitate Ensign internal/external audit requirement
o Work with relevant Ensign stakeholders for internal and external auditing / assessment. (OSPAR audit/Internal audit/Risk assessment/BizSafe)
**Requirements**:
- Diploma in Information Technology / Information Systems / Computer Science, Business IT or other relevant disciplines.
- At least Four (4) years of IT Service Outsourcing experience with proven ability to work with internal and external parties.
- Excellent interpersonal skills both in written and presentation.
- Strong business acumen and customer focus.
- Demonstrate the drive to excel and achieve goals.
- Self-motivating and pro-active in heading off problems and in identifying new opportunities on the account for Ensign.
- Strong analytical and problem skills, combined with the ability to provide quick resolution to problems.
- Preferred Skills /Qualities Technical knowledge in IT technology (Operating Systems, Network, Databases).
- IT Services Management experience preferred.
- Project management experience preferred.
- Relevant Project Management certification preferred. Cyber Security knowledge preferred.
