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ACQ - Customer Delivery Manager at CSG System Inc

Posted in Other 30+ days ago.

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Location: Austin, Texas

Job Description:

15489 ACQ - Customer Delivery Manager (Open)

Position Type:

Full time




CCM - Output Solutions

Position Details:

The Customer Delivery Manager is responsible for resolving our customers' business and technical challenges related to the CSG product portfolio by maximizing the value and the associated processes, best practices, procedures and services. The Customer Delivery Manager is a CSG product and technical SME and functions as an integrator between business needs and technology driven solutions. This role identifies and collaborates with others on the development of solutions to small to mildly-complex business problems, shaping solutions, designing and re-engineering critical processes as necessary and participating in the transformation of the way a customer best adopts our solutions. Executed correctly, this role enhances the overall user experience of the CSG product portfolio.

Essential  Job  Responsibilities:

  • Leverage CSG product knowledge and best practices to assist customers in the implementation, support, and maximization of their CSG product portfolio.
  • As a customer product SME, participate in conference calls, training sessions, quarterly business reviews and other activities with external customers and partners during problem resolution and implementation activities.
  • Serve as a trusted advisor to customers and provide product functionality, technology, process guidance, and implementation expertise
  • Coordinate trouble tickets to ensure timely resolution and customer satisfaction. Escalate tickets, as appropriate.
  • Collaborate with Customer Relationship Manager and act as a liaison between customer and internal teams, ensuring CSG aligns to delivering in the best interests of the customer. Support change management, ensuring all acceptance criteria is met with no customer impact.
  • Understands and adheres to CSG Security and Compliance standards as they appear in Information Security, Acceptable Use, Code of Conduct, and other corporate policies. Keeps abreast of all applicable regulations, laws, and policies as they presently exist and as they change or are modified.

Professional Working Behavior

This role is accountable for professional working behavior to include; building and maintaining constructive working relationships, implementing proactive and concise communication, acting as a resource to colleagues, and engaging in collaborative thinking and problem solving while demonstrating CSG's Competencies and Core Values.