Job Description

Regional Client Experiences Delivery Lead, Northeast

What is Avanade Experiences?

Over Avanade's 20+ years, we've delivered the most intelligent, engaging, industry leading, award-winning experiences on the Microsoft ecosystem. As technology and human expectations evolve, we see incredible opportunities for customers, products, and workplaces—where imagination is the only limit.

Avanade Experiences is our way to bring unconventional thinking, exceptional creativity, and our unparalleled engineering heritage to think big and make it real. Our vision of the future goes far beyond concepts to enable and deliver the impact our clients, their people, customers, and communities need.

We support each other with great work to push boundaries, connect technology with what matters to people first, and grow with our clients. If you feel this is a great fit for your path, we’d love to talk.

About the role 

The Regional Client Experiences Delivery Lead for Avanade Experiences is responsible for driving a client service and delivery team that builds strong, trusted client relationships for our most strategic accounts. This team partners with our clients to uncover their needs and create and deliver compelling solutions that ultimately drive revenue growth for the region. In this role, you are accountable for managing our client engagements’ overall satisfaction, quality of service, and on-time, on-budget completion of Avanade Experiences’ services as well as growing a team of Client Services and Delivery Management experts that grow Avanade Experiences through exceptional management and delivery techniques.

Responsibilities

In this role, you are accountable for managing our client engagements’ overall satisfaction, quality of service, and on-time, on-budget completion of Avanade Experiences’ services as well as growing a team of Client Services and Delivery Management experts that grow Avanade Experiences through exceptional management and delivery techniques.

You would be responsible for ensuring excellence in strategic services and management providing value to the client far beyond a contract or SOW in the following ways:

Avanade Experiences Client Services Regional Team Leadership

Direct a high caliber client service and delivery team in their day-to-day customer facing activities including account growth, client satisfaction and retention
Lead in the development and execution of the Avanade Experiences component of an annual formal account plan and quarterly account reviews for our largest and most strategic regional accounts in coordination with Regional Sales and Account Leadership
Build a diverse client services team for your region within Avanade Experiences including defining a hiring plan and working with recruiting to build a strong candidate pipeline

Nurture future leaders of Avanade through coaching, mentoring and identification of growth and development plans that align with the client service strategy
Actively own a client relationship with one of the regions MVC, growth accounts, or strategic customers

Client Leadership

Team with Sales, Delivery, Solution Areas, North America Industry Leads, and the Global Offshore Delivery Network to build strong value propositions and ensure that the best Avanade Experiences experience thinking is brought to clients in the most effective way

Ensure programs are developed to deliver client business results and award-winning work that our team loves to work on
Actively own a client relationship with one of the regions MVC or growth accounts to maintain chargeability requirements.
Interact at executive/senior management level, proactively advocating for solutions and assisting with the customer escalation process
Work closely with Experience and Customer Experience (CX) Practice leads, and regional partners in sales, client services, and executive leadership to ensure appropriate unity across account thinking
Work with the GTM Team to ensure clients have strong references with great work product helping Avanade Experiences drive market awareness and positioning for strategic/key clients

Client Service Strategy

Work with North American Client Service Lead and other regional Client Service Leads to build best practices and processes that will drive this discipline and the overall client service strategy
Collaborate with other leaders in the Avanade Experiences business; work together to drive improved outcomes; whether for internal processes or client delivery
Educate Avanade, client, partner teams on Client Services function/model, and the value it brings

Who you are

Professional Skills

Ability to develop strong relationships with clients, partners, Avanade, Accenture

Proven negotiation skills experience, especially contract negotiations, with both clients and partners
Experience building / managing senior-level relationships: Demonstrated history of working with external clients at the executive level (e.g., VP, SVP, CMO)
Experience consulting in an environment with multi-country/cultural teams
Deep knowledge of the Practice Areas that make up the Avanade X business: Customer Experience, Workplace Experience, Digital Products and Services; and experience delivering work across these practices
Aptitude to define solutions that will generate measurable results for the client

People and Leadership

High EQ Leader with proven ability to lead and develop senior level talent.
Leadership capability encouraging growth mindset, problem-solving, strategic thinking, and customer-orientation among the team
Expert level written and verbal communication skills, including ability to comfortably present to the senior level of our clients (remote and public speaking)

Ability to foster strong, cohesive working interdisciplinary teams
Ability to coach, motivate, grow, course-correct, lead a team

Background

BA in business, marketing or related degree, MBA preferred

10+ years digital experience
5-10+ years client services experience
5-10+ years people management experience
Some travel required, to be discussed during interview

Please note: Accommodations for the COVID-19 vaccine policy are granted on a role-specific basis within Avanade US. As such, if you already have an approved accommodation, you are still required to disclose this accommodation requirement during the interview process. Accommodation requests must be reviewed against the new role requirements and recertified at time of offer.

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About Avanade

Avanade is the leading provider of innovative digital, cloud and advisory services, industry solutions and design-led experiences across the Microsoft ecosystem. Every day, our 56,000 professionals in 26 countries make a genuine human impact for our clients, their employees and their customers.

We have been recognized as Microsoft’s Global SI Partner of the Year more than any other company. With the most Microsoft certifications (60,000+) and 18 (out of 18) Gold-level Microsoft competencies, we are uniquely positioned to help businesses grow and solve their toughest challenges.

We are a people first company, committed to providing an inclusive workplace where employees feel comfortable being their authentic selves. As a responsible business, we are building a sustainable world and helping young people from underrepresented communities fulfil their potential.

Majority owned by Accenture, Avanade was founded in 2000 by Accenture LLP and Microsoft Corporation. Learn more at www.avanade.com.