Customer Readiness Manager

Job Title: Customer Readiness Manager
Contract Type: Permanent
Location: Hertfordshire
Salary: £42000 per annum + Total Package £52,000
Start Date: ASAP
Reference: 68515-ITENG-KIE
Contact Name: Kim Eager
Contact Email:
Job Published: January 17, 2017 11:13

Job Description

Customer Readiness Manager - Hertfordshire

Customer Readiness Manager is required to join a financial organisation based in Hertfordshire on a permanent basis.
The Customer Readiness Manager supports external customers in their testing and take-on to services as follows:
·When a customer comes onto a new service
·When a new customer comes onto an existing service
·When a customer makes internal changes that require them to retest their use of an existing service
·When the business makes changes to a service that require customers to retest CRMs work with corporate clients and Financial Institutions to ensure the successful delivery of services to the production environment and into a global marketplace. The CRM ensures that client satisfaction is maintained and where appropriate, protects and maximises revenue streams, for each piece of work or project that the Customer Readiness team is involved in.

Key competencies
Ensuring that outstanding service is provided to our customers by preparing them for the implementation of a system or a change to a system. This includes attending/contributing to external meetings and also preparing, amending and reviewing Customer Readiness documents
· Responding to customer queries and raising defects on behalf of the customers within the SLAs agreed with the customers
· Ensuring that the milestones and deliverables on the project plans are met and are of the appropriate quality before being made externally available.
· Adopting the agreed Customer Readiness communication style which is professional at all times and provides the required audit trail either by formal meeting minutes or the appropriate email trail in the Customer Readiness inbox. · Taking responsibility for delivering small scale change within the remit of post
· Liaising regularly with the relevant internal teams/ departments to ensure that defects are fixed in a timely manner, the test environment is fit for purpose and that all Customer Readiness activities are on schedule, thereby ensuring that implementations run smoothly. In addition, takes into account the needs of other internal teams, by the reviewing of documents, attendance at regular meetings
· Keeping up to date on the status of all releases and any potential customer impacts through liaison with Technical Authors and other Customer Readiness team members

Experience in a customer service role ideally within the financial services industry specifically our financial services and test systems
Understanding of the Project management framework (Prince2 & Agile)
Understanding of the test process primarily UAT (user acceptance testing)
Competent with Microsoft Office products specifically Word, Excel, PowerPoint and Project
Strong written and verbal communication skills in order to interact competently with stakeholders both internally and externally
Ability to manage internal and external stakeholders and work effectively across all levels
Strong team player, willing to show flexibility and embrace changes in process
Ability to provide help and answers to the customers' technical issues through identification of the problem itself, research on answers and subsequent provision of guidance
Proactive approach with willingness to learn and take ownership of the responsibilities allocated to them
Respond to change requests for existing customers using best working practices and a strong attention to detail
Excellent problem solving skills and the ability to think outside the box
Excellent time management and the ability to multi-task within a fast paced environment
Excellent facilitation and presentation skills of both information / data and yourself to the customer
Ability to discuss and / or present Customer Readiness project detail at both a business and technical level
Proactive in working independently for their own self development and motivation