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Customer Delivery Executive

| Greater Denver Area

      

Position Details:

The Customer Delivery Executive (CDE) manages the execution of CSG customer programs and supports account growth through operational and delivery excellence.  The CDE is a key partner to the overall growth strategy of CSG’s customer accounts by ensuring a high-quality delivery of programs and solutions, identifying new opportunities, and providing solutioning and work estimates.  This role is accountable for management and governance of delivery programs for designated accounts to deliver an exceptional customer experience while ensuring strong financial performance. The CDE must establish a trusted and strategic advisory relationship with both the CSG client and other CSG Go-to-Market (GTM) functions to position the company for future business growth opportunities.

 

Essential Job Functions

 

Operational & Delivery Excellence: Provide for an exceptional customer experience by reimagine key business processes with a relentless focus on operational and delivery excellence, improving our agility, reliability, and efficiency.

  • Plan and manage day-to-day execution of customer projects that meet or exceed quality, profitability, stability, timeline, and customer experience metrics.
  • Provide work estimates and ensure all programs and solutions are delivered leveraging best practices and the CSG standards of program methodology and relevant client processes. Make recommendations as necessary to modify the overall project plan, and reset priorities to achieve those goals.
  • In collaboration with the Customer Business Executive (CBE), create the overall strategy and service delivery expectations that provide for an exceptional customer experience based upon measurement and management of Service Level Agreements (SLAs) and Operating Level Agreements (OLAs). 
  • With customer profitability and continuous service improvements as a focus, evolve and optimize the client business unit service and delivery model and ensure proper staffing levels and skills are in place to execute on the strategy.  Partner with Resource Management and the CBE in resource forecast and planning, based on updated demand planning. 
  • Approve all project/program proposals including scope, timeline, risk, requirements & change control.
  • Responsible for internal P&L of each project.
  • Proactively monitor overall progress at regular intervals to key stakeholders, resolving issues and initiating corrective action, as appropriate, and in accordance with the governance arrangements. Proactively escalate to the appropriate stakeholders, as necessary. 

 

Build the Business: In partnership with the CBE, strategize to increase overall revenue and sales bookings. 

  • Assist the CBE to package our assets to provide competitive solutions to our customers’ complex business problems, driving more productive conversations that open doors and enable success in new markets.
  • Penetrate the account in such a way that positions us well to understand their business model, business challenges, and overall customer buying process.  Shape customer demand for our solutions that solve their urgent business challenges. Collaborate with Marketing, Product Development, Engineering and CBU to ensure consistent messaging to customers, and help them gather the voice of the customer information to continue to evolve our product and solution offerings. 
  • Represent the “voice of the customer” and provide feedback to the CBE, product development and operations organization for improvements, market trends, customer architecture roadmaps and product issues.
  • Participate in formal Account Reviews (usually on a quarterly basis) to ensure a strategic and collaborative approach to growing their assigned accounts.
  • Share best practices, build common methodology for different services lines and collaborate with internal teams to provide strategic guidance to customers on product functionality, technology, process guidance, and implementation to generate and optimize revenue, strengthen customer relationships and exploit emerging opportunities within the industry.
  • Responsible for effective demonstration of managerial practices to include: the identification and recruitment of key strategic talent, providing day-to-day leadership to the business teams, distribution and explanation of account plans, the establishment of clear roles, responsibilities, regions, and/or accounts for team members, as well as the overall coaching and performance management of a high performing team.
  • Incumbent 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 core competencies and values.

 

Travel/Location

  • Must be able to travel internationally and/or domestically (dependent upon location of the role) up to exceeding 50% of the time
  • On-site location with customer may be required on certain accounts

 

Education

  • Requires Bachelor’s degree or equivalent work experience

 

Experience

  • Minimum of 10 years’ experience of service delivery in a multi-product global services delivery environment, preferably within the telecommunications (OSS/BSS) sector.
  • Minimum of 10 years’ leadership experience with demonstrated success building and leading support and delivery teams.

 

Knowledge, Skills & Abilities

  • Dynamic, entrepreneurial spirit with the ability to challenge the status quo and drive innovation.
  • Client focused, results driven, demonstrates a proven background of client relationship building and highly developed leadership skills. 
  • Embraces partnerships successfully in a complex service delivery environment.
  • Systematically solves problems and hypothesizes possible customer pain points, expectations, and implicit needs; brainstorms with team members to devise solutions to solve complex deal challenges.  
  • Change manager and adept at building high performance partnerships while driving transformational breakthroughs within target accounts.
  • Advanced fiscal management experience.
  • Experienced in working with systems integrators and multiple vendors essential.
  • Tailors communication to the customer’s needs; effectively delivers presentations and has strong verbal and written communication skills. 
  • Adept at influencing others, both externally and internally; ability to work effectively and build consensus across various functional groups to achieve goals.
  • Great arbitration and organizational skills.
  • Ability to motivate teams and drive to project completion.
  • Ability to be flexible and adaptable to client as well as business needs.
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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • CLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • DjangoFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • SQLiteDatabases

Location

Denver Tech Center! We just moved into a brand spankin' new building with gym, coffee shop, modern accents and our new branding throughout.

An Insider's view of CSG

How would you describe the company’s work-life balance?

"I love the flexibility CSG offers. They focus on getting the work done and being available to meet business needs. I am able to take the time I need to spend with my family and juggle their many needs. "

Current Employee - via Glassdoor

Senior Accountant

How do you collaborate with other teams in the company?

"People from different teams and with different titles are cooperative and responsive in trying to solve issues."

Current employee - via Glassdoor

Technical Writer

How has your career grown since starting at the company?

"Good definition of accountability and open / encouraged around empowerment. Received two professional training opportunities (certification) quickly and welcomed and embraced by my team as well as those around me. Good networking opportunities to get to know others and build relationships."

Current Employee - via Glassdoor

Devops

What are CSG Perks + Benefits

CSG Benefits Overview

Your benefits, your life, your choice. Our benefits offerings are designed and developed especially for you and your family. CSG provides a comprehensive selection to support your good health and well-being. More importantly, we hope they add value to your life. CSG International is proud to offer employee-focused benefit plan options that are robust in design and support a wide spectrum of employee well-being and health care needs. Plan pricing is market-competitive and in line with industry peers. As U.S. companies face the need to more aggressively control health care costs, CSG maintains an employee-focused strategy. We consistently aim to further maximize your savings through specialty programs, Health (telemedicine,) vendor partnerships and carrier-sponsored enhancements.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
CSG makes a $400-$1,200 contribution to your account depending on your family status (single, married, married with kids).
Disability Insurance
CSG pays for a 100% short-term disability plan and an up to 50% of your salary AD&D plan. We also offer long-term disability and supplemental AD&D plans.
Dental Benefits
Our metlife dental plan has 100% coverage on Preventive care, 80% of negotiated fees on services such as fillings, crowns, and bridges and a $1500 lifetime Orthodontia benefit for children under 19.
Vision Benefits
Our Vision Service Plan allows you and your family to save on vision exams, glasses & contacts. Vision exams are covered at 100%, with $20 lenses and an $160-$220 allowance toward frames and contacts.
Health Insurance Benefits
We offers 4 United Healthcare plans, HSAs, CVS/caremark​ prescription coverage, and FSAs. 24/7 counseling & health services, virtual doctors and nurses, and health apps are also provided
Life Insurance
Our UNUM basic life insurance plan is paid by CSG and is equal to one times your annual base salary. We also offer supplemental and dependent plants as well.
Wellness Programs
We also offer programs like 24/7 United Healthcare Health coaching, stop smoking classes, Virtual Visits by Doctor on Demand or Amwell, and 4 mobile health apps to our employees.
Onsite Gym
CSG's new Denver office building provides an on-site gym.
Retirement & Stock Options Benefits
401(K)
Our Fidelity plans allow you to choose your fund and have Fidelity fully manage, partially manage or not manage your plan at all. We also offer post-tax Roth options.
401(K) Matching
CSG will match up to 5% of your eligible earnings in your Fidelity 401(k). If you have between 5-9 years at CSG, the company will contribute another 1.0% of eligible earnings and 2.5% for 10+ years.
Employee Stock Purchase Plan
The ESPP provides eligible employees the option to purchase shares through payroll deduction at a 15% discount off fair market value as of the last day of the month.
Performance Bonus
CSG managers have the ability to offer yearly performance bonuses and spot bonuses to hard-working employees who are going above and beyond. We also offer trips, hard-goods and other incentives.
Child Care & Parental Leave Benefits
Generous Parental Leave
CSG offers up to 16 weeks of paid maternity leave (maternity + bonding), and 6 weeks of paid bonding leave for spouses/partners, birth mothers and adopting parents.
Flexible Work Schedule
We know everyone's life situation varies. Our employees have the ability to dictate how, when, where they work, as long as it does not interfere with their team, their work, or the business.
Remote Work Program
Every position is varies, but CSG's flexible work schedule has the option to work from home when needed. Some employees choose to work remote a few days a week, while others do so fulltime.
Family Medical Leave
LOA eligibility is based on various factors including number of hours worked per year as well as if an employee has been with CSG one year or longer.
Adoption Assistance
CSG will reimburse up to $5,000 of expenses incurred during the legal adoption of child and provide up to 6 weeks of paid bonding leave.
Vacation & Time Off Benefits
Unlimited Vacation Policy
CSG’s salaried employee flexible vacation policy is a result of CSG’s belief that performance and meeting or exceeding expectations are the measure for success, not time spent in the office.
Generous PTO
We offer 4-6 weeks of PTO for non-salaried employees.
Paid Volunteer Time
Whether building new homes with Habitat 4 Humanity, donating blood and goods to the Red Cross or matching our employees’ contributions to their favorite charities we care about our communities.
Paid Holidays
We offer 7 paid US holidays. New Year’s Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving Day, the day after Thanksgiving, and Christmas Day.
Paid Sick Days
Eligible employees may accrue up to 80 hours per calendar year of paid sick time. This time is often broken up by the hour for doctors visits, taking care of sick kids, etc...
Perks & Discounts
Casual Dress
We want our employees to be comfortable and dress in whatever will allow them to perform at their best.
Commuter Benefits
CSG has partnered with WageWorks to offer you a comprehensive Commuter Benefit Plan.
Company Outings
CSG has company-wide annual holiday parties and other events throughout the year.
Stocked Kitchen
Our office has a kitchen and cafeteria area, on top of that the building has a fantastic coffee shop / bistro in the main lobby.
Parking
Our building has it's own parking garage.
Relocation Assistance
Varies job opening to job opening.
Professional Development Benefits
Job Training & Conferences
Professional development is extremely important to CSG, as such participation in conferences, trainings and other events are strongly encouraged and often paid for.
Tuition Reimbursement
CSG encourages career and personal development of its employees by providing financial assistance (up to $3,000 annually) for educational opportunities.

Additional Perks + Benefits

Unlimited Vacation, Competitive Parental Leave, 401k Match, Medical Insurance, HSA/FLEX Plans, Dental Insurance, Vision Insurance, Non-Profit Gift Matching Program, Employee Stock Purchase Plan, Paid Holidays, Education/Tuition Assistance, Commuter Benefits, Adoption Assistance, Local Memberships & Discounts, Travel Accident & Medical Insurance, Life Insurance, Short & Long Term Disability Insurance, AD & D Insurance, Leave of Absence Plans, Medical, Legal Counseling, Free Health Risk Assessments, Free Flu Shots, Tobacco Cessation Program and More!

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