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Mission Director, Migrations - Southfield, United States - Colliers Engineering & Design
Description
The Migrations Mission Director is a post sales role whose core functions are to
coordinate proactive and reactive escalation efforts, maintain team morale and manage resources while maintaining oversight and accountability across multiple teams .
Has a proactive pulse on all assigned top VIP Accounts accounts in the region and takes co-ownership of the overall success of the accounts' migration success with the Account team
Helps prevent blockers and escalations by highlighting and removing risk by creating holistic mitigation plans with clear ownership and timelines
Actively engages on the backend to fasten resolution related to cross-functional teams, Sales, CSI, CSS, Product through strong influencing in support of the CMM
Drives execution and ensures accountability across internal key stakeholders while keeping customer experience and end goals at heart, the Mission Director is a voice of the customer
Conducts research, interviews, and joins retrospectives of the most complex migrators to deepen customer pain points understanding to drive further strategic change
Identifies patterns/trends across active VIP migrators based on initial health exercise and helps classify top friction points related to blocked/off track/at-risk KR
Collaborates with SET on monthly Blocked/At-risk to provide input on the list of high-risk accounts and impact to KR of owned initiatives
Translates very complex issues into actionable, for example, into improved operational processes, migration plays so it drives efficiency in the migrations operations
Joins review rituals EA/SE/SEM/MD and PM/CMM/MD coordinates with Field Ops, represents customers and Migrations Leadership team
Builds a framework to influence the key stakeholders on intervention (identifying key stakeholders, establishing a cadence, joining key meetings, identifying strategic topics, etc.)
Suggests new migration plays creation for cross-functional teams (CMM, TAM, SE, MSE, Escalation Manager, and CSM) and coordinates on execution
Shares updates and learning across the highest levels of the organisation with the goal to improve repeatability & standardisation
5+ years experience in a high-paced customer-facing role within either customer support, customer success, implementation, consulting, a migration-specific department, or other meaningful function;
Strong communication skills as well as a natural propensity for public speaking;
Experience in managing low-to-medium complexity projects with multiple stakeholders
Ability to ask compelling/ leading questions, uncover common customer themes, and lead technical planning and project planning;
Experience navigating a SaaS working environment with DevOps or IT teams
Involvement in building cross-functional relationships internally;
Empathy for customer anxiety and experience in helping customers deal with change management within their organization;
Experience in advancing potential customer challenges before they become full-blown issues and ability to partner with other teams to resolve and communicate needed information back to the customer
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