Customer Success Specialist - EXOS (formerly Sondhi Solutions)

As a Customer Success Specialist at EXOS your mission is to coordinate client engagements to assure delivery of the committed services in a manner that meets client expectations. This highly visible position is responsible for maintaining and enhancing our relationships with clients and for providing consultative experience through our delivery model

· Serve as the main driver of the customer engagement team Provide leadership, enhanced client relationship and superior communication to the client, Core Technology leadership and the team

▫ Through Weekly Status Meetings

▫ Monthly Client Reviews

▫ Quarterly Business Reviews

▫ Internal Planning and Strategy Sessions - Resource Allocations

▫ Keep the team (consultant, business development, team management) fully updated on all feedback coming from the client and ensure adherence to client expectations (Internal Status Meetings/Reports)

· Ensuring the services are implemented and project deliverables have been fully delivered by EXOS according to what has been contractually agreed between client as well as monitoring the delivery of services against agreed schedule, quality, scope, and budget.

· Facilitates resource requests, assists in resource planning and addressing resources performance issues. · Lead regularly scheduled internal project team meetings, status meetings with the customer and document client feedback.

· Acting as the escalation point when issues arise with EXOS resources / services and managed any dispute or conflict, ensuring communication with Director and Team Manager to determine course of action:

· Working with internal resources within EXOS on project performance (services delivery, progress, etc.).

· Communicate additional opportunities that are identified within the engagement to business development and actively assist team in growing the opportunities

· When required, produce a project plan based on project size and customer requirements

· Participate in the pre-sales cycle with business development to help understand specific requirements when the opportunity is robust to help finalize an engagement.

· Act as the primary escalation point with Manager & Sr. Director for any challenges in delivery or the relationship.

· Offer guidance and/or mediation in delivery, scope, personnel, operational management challenges and priorities when conflicts arise. The Service Delivery Associate at EXOS plays a crucial role in ensuring that IT services are delivered efficiently and effectively to meet the needs of an organization. Their responsibilities encompass a wide range of activities related to planning, implementing, and maintaining IT services. Here is an overview of the key aspects of their role:

· Service Strategy and Planning:

 ▫ Alignment with Business Goals:

▫ Collaborate with senior management to understand business objectives and align IT services accordingly.

▫ Service Portfolio Management: They oversee the catalog of IT services offered, ensuring they meet current and future needs. · Service Design and Transition:

▫ Service Level Agreements (SLAs): They establish SLAs, which define the level of service expected by customers and stakeholders.

▫ Capacity and Availability Management: They ensure that IT resources are adequately provisioned and available to meet service demands.

▫ Change Management: They oversee the process of implementing changes to IT services, minimizing disruptions to the business.

· Service Operation: 

▫ Incident Management: They are responsible for the timely resolution of incidents, minimizing their impact on business operations.

▫ Problem Management: They identify and address the root causes of recurring incidents to prevent future disruptions.

▫ Request Fulfillment: They manage service requests from users, ensuring they are handled promptly and efficiently. · Continuous Improvement:

▫ Performance Monitoring and Reporting: They track key performance indicators (KPIs) to assess the effectiveness of IT services and identify areas for improvement.

▫ Service Improvement Plans (SIPs): They develop and implement plans to enhance the quality and efficiency of IT services.

· Vendor Management: 

▫ Supplier Relationship Management: They liaise with external vendors and service providers to ensure they meet contractual obligations and deliver value.

· Stakeholder Communication: 

▫ Customer Relationship Management: They maintain open and effective communication with customers to understand their needs and expectations.

▫ Reporting and Documentation: They provide regular reports on service performance and maintain documentation related to IT service delivery.

· Technology Evaluation and Adoption:

▫ Stay Informed: They stay abreast of emerging technologies and evaluate their potential to enhance IT service delivery.

The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. We will make reasonable accommodations to enable individuals with disabilities to perform these functions.

· Strong presentation, communication, time management, writing and interpersonal skills with clients and EXOS team members

 · Willingness to travel to client locations (expected travel to be minimal) · Awareness of various technologies including Business Process Analysis, Workflows, Microsoft 365, SharePoint Teams, infrastructure systems (servers, storage and network) and business intelligence solutions.

· Strong communication (both verbal and written) skills. Education and/or Experience To perform this job successfully, an individual must have the following education and/or experience.

· Bachelor's degree in computer science, Software Engineering, MIS or relevant professional · 1-3 years of relevant experience or equivalent combination of education and work experience in a technical consulting environment is required.

· The ideal candidate must have prior experience working with or within municipal government settings. This experience should include familiarity with municipal policies, procedures, budgeting, and regulatory frameworks, as well as an understanding of local governance and community engagement.

· Candidates should also demonstrate the ability to navigate complex stakeholder relationships and have a proven track record of effectively collaborating with elected officials, department heads, and community partners.

· Familiarity with project management methods and processes (work breakdown structures, Gantt charts, project management tools, etc.). Certification is not required, but helpful.