Services Manager

Description

Job Summary: Manage customer satisfaction with TOTVS solutions, ensuring resource allocation, quality standards, and portfolio financial health, while leading teams and fostering customer relationships. Key Highlights: 1. Act as the service/project owner for crisis or high-complexity engagements 2. Lead coordinators and other leaders in more complex projects/services 3. Promote and drive improvements in internal processes and procedures **Description:** Ensure customer satisfaction through TOTVS solutions under your responsibility (by defining strategy), securing necessary resources (TOTVS, Project Sales), upholding TOTVS quality standards (MIT), scoping sales appropriately, ensuring delivery quality, safeguarding portfolio financial health, and sustaining long-term customer relationships. Responsibilities and Duties Act as the service/project owner for crisis or high-complexity engagements, assuming responsibility and maintaining communication among involved parties (customers and other TOTVS areas) to enable resolution of project/service issues and address continuous improvements in service processes; Foster strong customer relationships by addressing service-related issues and pursuing customer satisfaction; Ensure transparent and timely communication of service/project results and issues to stakeholders; Collaborate strategically with CPs and CPPs to identify and cultivate new business opportunities within assigned customers; Report to the Unit Head and provide accountability for the portfolio under your responsibility, presenting quantitative, qualitative, and financial health data; Ensure the team effectively manages services (high/very high complexity), meeting deadlines, budgets, and defined scopes (managing revenue, costs, and expenses), while proactively identifying and mitigating risks; Lead CPs and CPPs for the project(s)/service(s) under your responsibility, providing consistent feedback, guidance on task execution, and support for ongoing team career development; Lead coordinators and other leaders in more complex projects/services; Develop coordinators and serve as a reference for management tools and concepts; Maintain relationships with TOTVS channel partners and DRGs to support implementations and negotiations; Maintain ongoing communication with external customers, collecting formal and informal feedback to assess satisfaction levels and identify improvement opportunities, thereby enabling continuous improvement and enhanced customer satisfaction; Promote and drive improvements in internal processes and procedures across the unit and TOTVS to enhance service team quality, efficiency, and development; Monitor unit performance indicators and ensure achievement of portfolio targets, implementing, tracking, and promoting preventive actions to meet established objectives; Participate in negotiations and conflict resolution involving the portfolio’s service team, customers, suppliers, and internal TOTVS departments; Ensure structured portfolio operations aligned with the commercial area; Identify market opportunities to deploy solutions and prepare the team to address such customer demands. Requirements and Qualifications Completed undergraduate degree; Education and construction sectors; Solid experience focused on RM. 2511110202181802044