Senior Director, Head Of Regional Customer - (ZDU-89)

Senior Director, Head Of Regional Customer - (ZDU-89)

Division Overview
Customer Services is an integral part of Adenza's growth and success.
This division's mission is to continuously enhance the Adenza Customer experience in how they consume the Adenza software and services, using a strategic customer-centric approach focused on driving customer adoption and retention.
Thus, successfully differentiating Adenza from our competition and contributing to the net growth of our business while offering intense and excellent career development opportunities.
Team and Role Overview
The Senior Director, Regional Head of Customer Delivery is responsible for contributing to the business growth of the company by managing an expanding services business and the associated team within Latam,



with teams in Mexico, Colombia, Chile, and Brazil.
This is also with respect to both increased new services and education bookings through the timely, effective delivery of services contracts resulting in a profitable services business and satisfied customers across both the Capital Markets (Calypso) and Regulatory Solutions (AxiomSL) product lines.
Must be able to work independently and make daily decisions without consulting their manager, including but not limited to, managing areas to achieve financial objectives, communicating with clients to ensure accurate expectations on large and complex opportunities, building a high-quality team with the right mix of skills and roles to optimize the business with a strong emphasis on skills development.
This position reports directly to the Global Head of Customer Delivery.
**Responsibilities**:
Lead and manage teams of Services professionals responsible for scoping, designing, and implementing Adenza solutions across the region utilizing services best practices




Meet or exceed customer expectations by ensuring team members accurately scope, assess, and deliver solutions that address the client's business requirements within the "Scope of Work" agreed to by the company and the customer
Responsible for aligning with sales, and coordinating CD resources to ensure that services engagements are accurately scoped and client expectations are managed such that client satisfaction is achieved
Create and execute a growth plan including a strategy to build, manage, and burn the backlog in order to attain revenue goals, as well as the continued attachment of professional services to new product contracts and organic growth of the services run rate business within the existing local customer base in order to attain bookings goals
Manage the entire business for the area, ensuring financial objectives are achieved and expenses are within budget




Accurately forecast monthly and quarterly bookings and revenue
Partner collaboratively with Sales Management, actively participating in the sales account planning and pipeline management planning activities to assist in identifying new and follow-up Services and Education opportunities
Ensure contract business terms do not expose the company to unreasonable risk and provide the capability to achieve target margins
Interact with staff, customer, and internal departments as necessary to escalate implementation issues, with the purpose of timely and effective resolution
Ensure managers collaborate with the Resource Management team to ensure appropriate and consistent assignment of all applicable staff, enabling each to obtain billable utilization targets
Ensure all staff adheres to the timely execution of operational processes,



including timesheets, expenses, and project reporting.
Ensure each team member responsible for time approval reviews each entry for accuracy, then approves in a timely fashion
Ensure all staff adhere to company policies of Code of Conduct/Ethics, Security, and any required training available at LMS
Develop and mentor staff by guiding their learning in conjunction with the strategy and direction of Adenza's Product and Services businesses
Ensure that customer expectations are aligned with scoped deliverables prior to the initiation of all engagements
Skills And Requirements
Minimum 10 years in professional services consulting of which 5 years are within management, with experience in capital markets and/or regulatory solutions for the financial industry preferred




Previous experience developing and executing a business plan resulting in positive growth
Previous implementation experience with mission-critical systems
Prior employee management and project/program management experience
Strong business knowledge is required to properly communicate with team members and customers on behalf of the company
Must be able to mentor and manage individuals in a positive and constructive manner, contributing to their overall development as an employee
Has an understanding of the complexity of software implementations as a result of previous personal experience and applies past experience to assist the current team in achieving their objectives
Record of leadership in a global, remote, team-oriented environm

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