Enactor
Job description
Job type: Permanent, full-time
Location: Colombo, Kandy
Reports to: Head of Professional Services
Sector: Enterprise Retail Software
Experience: At least 5 years retail project delivery experience
About Enactor
We are a disruptive, expanding and innovative software company based in the UK and Sri Lanka. We provide both Enterprise and SaaS solutions for mid to large-tier retailers. Our products centre around a leading Unified Commerce Platform which includes POS, Mobile POS, Self-Checkout and Commerce Microservices.
We have well known customers across the world such as Harrods, Macy’s, JYSK, Dunelm, Frasers Group and many more.
Role Description
The Customer Success Manager is ultimately responsible for the retailer’s complete success in using Enactor’s retail software solutions, ensuring retailer satisfaction, loyalty and ultimately retention.
In this senior delivery focussed role you’ll be leading large complex implementation and enhancement projects across diverse international retailers. You’ll be technically adept with strong people and communication skills. You’ll be comfortable working with internal teams and leadership based in UK and Sri Lanka as well as customer teams from engineer to project management and senior leadership positions.
This role requires experience of complex retailers and retail software (ideally with Point-of-Sale knowledge) and you’ll be comfortable engaging in both requirements, content and technology discussions internally and with customers.
Key Responsibilities
1. Project Delivery
a. Lead, shape and manage delivery of complex projects from initiation to successful BAU operations.
b. Guide and advise customers on shaping project approaches, requirements and Enactor’s proposed solutions.
c. Work in partnership across internal and customer teams.
d. Build strong relationships and close working with customer teams.
e. Implement and maintain repeatable approaches to projects across customers.
2. Stakeholder Management & Communication
a. Own the Enactor – customer relationship for your assigned customers.
b. Collaborate, communicate and influence across multiple roles and levels internally and externally.
c. Adapt communication style effectively working across different companies and countries where English is not the first language of those you’re working with.
d. Influence customer teams up to and including CIO level.
e. Maintain positive stakeholder relations in challenging circumstances.
3. Financial & Contract Management
a. Be primary contact for customers regarding their finances and commitments with Enactor.
b. Have a clear understanding of Enactor’s contractual commitments & ensure all deliveries align to them.
c. Manage and maintain clear project finances including signing off on all invoices to your customer.
Qualifications
o At least five years proven experience in a delivery focused role (e.g. Project / Programme Manager, Technical Programme Manager, Delivery Manager or similar) in a complex retail environment.
o Strong understanding of retail operations and preferably POS systems.
o Excellent organisational, delivery management, analytical & problem-solving skills.
o Strong communication and interpersonal skills.
o Ability to lead, deliver and mentor cross functionally.
Key Competencies
o Project delivery
o Leadership and influencing
o Stakeholder management
o Strategic thinking and planning
o Retail knowledge
o Technical proficiency, preferably in POS systems
o Strong written and verbal communication skills
To apply for this job email your details to cv@ezjobs.online