· Drive the highest level of client satisfaction
· Manage day to day SaaS operations to meet SLA requirements with clients.
· Champion best practices in services staff to drive client retention
· Drive development of high quality solutions and enhancements
· Ensure completion and delivery of all client projects
· 15+ years of operations and support experience in SaaS environment
· 10+ years of demonstrable experience in client satisfaction, client retention, on time delivery, and SLA’s.
· Strong analytical, planning, performance management and process improvement skills
· Experienced in managing a team of Managers and Business Analysts.
· Must have solid ability to consult and communicate closely (verbal and written) with all stakeholders in a collaborative manner
· Must demonstrate strong analytical skills. Should be a self-starter, results oriented, goal setter, self-motivated, self-learner.
· Good knowledge of deregulated energy industry, CIS, CRM or EDI is a plus.
· Bachelor’s Degree in Information Technology. Master’s degree or MBA is preferred.
· Six Sigma certification is a plus