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Responsibilities
Client Experience Management
• Build, manage, and grow relationships and spend with key clients and partners by helping them achieve performance that exceeds advertiser expectations
• Manage projects involving complex work streams and cross-functional collaboration (internally and externally)
• Oversee the functional and technical team working on the client and take ongoing status updates
• Dive deep into client performance data; guiding KPI-driven measurement strategies, identifying trends, optimizing to achieve results, and providing recommendations for upsell opportunities
• Serve as the product expert as well as advising on best practices
• Increase client adoption and engagement
• Run steerco meetings and report to senior executives
Client Upgrades Management
• Lead end-to-end upgrade projects for existing client environments, ensuring minimal disruption and maximum value.
• Develop and maintain upgrade schedules and roadmaps in alignment with client and product timelines.
• Partner with internal product and configuration teams to coordinate client readiness for upgrades.
Support for Existing Deployments
• Oversee ongoing support for existing client solutions, ensuring high customer satisfaction and SLA adherence.
• Collaborate with support teams to analyze trends and escalate recurring issues for permanent resolution.
• Monitor client environments to proactively identify and resolve issues impacting performance or satisfaction.
• Monitor and ensure adherence to SLAs, with detailed reviews of support performance reports and insight-sharing with the Customer Success team.
• Conduct regular support performance reviews and prepare reports/ dashboards for internal leadership discussions.
• Lead the creation and delivery of monthly support account presentations during executive steering committee meetings on Support topics in collaboration with Customer Success Team lead.
New Release Management
• Manage the complete lifecycle of new product or platform releases from planning through post-implementation.
• Coordinate communication and rollout plans with internal teams and clients.
• Ensure all necessary documentation, training, and support materials are available for successful adoption.
Change Request (CRs)
• Assess and manage incoming client change requests, ensuring accurate scoping, prioritization, and execution.
• Collaborate with cross-functional teams to deliver on approved change requests within agreed timelines.
New SOW Development
• Work with client stakeholders, delivery, and sales to define the scope, approach, and timelines for new work.
• Lead the documentation, and approval process for new SOWs working with Account Manager on pricing.
• Ensure alignment between client needs, technical feasibility, and business objectives.
• Lead implementation kickoffs for Support projects, assist in solution design with the support team, and ensure timely, successful Go Lives.
Client Renewals and cross sells
• Oversee the renewals of client’s licenses
• Responsible for identifying and recommending cross sell opportunities
Required Skills & Qualifications:
• 4+ years in sales, account management ideally working with SaaS.
• Ability to manage multiple complex initiatives simultaneously.
• Proven leadership and team management skills.
• Strategic vision to contribute to the development of Sodales Solutions long-term vision and growth.
• Strong communication and leadership skills with a demonstrated ability to motivate, guide them through challenges and fostering a culture of accountability.
• Effective decision making and problem-solving capabilities.
• Excellent interpersonal skills with a proven ability to collaborate.
• Agile vision to drive teams’ execution in a timely manner.
• Innovation and adaptability to business growth and market conditions.
• Diversity and inclusion mindset, with openness to work with multicultural teams and customers.
• 5+ years of proven experience in a leadership role overseeing software delivery teams, particularly in the context of SAP Cloud Platform solutions.
• 5+ years in project delivery, project management, or implementation roles, with a proven track record of successfully leading and delivering 5+ end to end project implementations ensuring on time delivery and customer satisfaction.
• Proficient in project planning tools such as Azure DevOps, and familiar with agile or hybrid delivery models.
• Knowledge of Product One; Certifications in project management, AI, or cloud technologies.
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