Pays:

Canada

Villes:

Calgary, Edmonton, Montreal, Toronto, Vancouver

Domaine de spécialisation :

Delivery Management

Description du poste

Regional Client Experiences Delivery Lead, Canada

 

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 

 Some travel required, to be discussed during interview 


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   


 

Please note: Accommodations for the COVID-19 vaccine policy are granted on a role-specific basis within Avanade Canada. 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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À propos d’Avanade

Avanade est le chef de file des services numériques, infonuagiques et de conseils innovants, des solutions d’affaires et des expériences orientées vers la conception dans l’écosystème Microsoft. Tous les jours, nos 56 000 professionnels dans 26 pays ont un véritable impact humain auprès de nos clients, leurs employés et leurs clients. 


Nous avons reçu le titre de partenaire Global de Microsoft de l’année dans l’intégration de systèmes plus souvent que toute autre entreprise.  Avec le plus grand nombre de certifications Microsoft (plus de 60 000) et 18 (sur un total de 18) compétences Or de Microsoft, nous sommes dans une position unique pour aider la croissance des entreprises et pour résoudre leurs plus gros défis. 


Nous sommes une entreprise axée sur le personnel, engagée à offrir un milieu de travail inclusif où les employés se sentent à l’aise d’être authentiques. À titre d’entreprise responsable, nous mettons en place un monde durable et nous aidons les jeunes de communautés sous-représentées à réaliser tout leur potentiel. 


Détenue majoritairement par Accenture, Avanade a été fondée en 2000 par Accenture LLP et Microsoft Corporation. Apprenez-en davantage sur www.avanade.com.