Services Manager

Description

Job Summary: A professional responsible for ensuring customer satisfaction with TOTVS solutions, managing high-complexity projects, leading teams, safeguarding the financial health of the portfolio, and sustaining long-term customer relationships. Key Highlights: 1. Strategic engagement in customer satisfaction and TOTVS solution management 2. Leadership and team development in complex projects 3. Portfolio management focused on results and customer relationships **Description:** Ensure customer satisfaction through TOTVS solutions under your responsibility (by defining strategy), securing necessary resources (TOTVERS, Project Sales), upholding TOTVS quality standards (MIT), balancing sales scope and 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 situations, being accountable and maintaining relationships among involved areas (customers and other TOTVS departments) to enable resolution of service/project issues and drive continuous improvement in service processes; Foster strong customer relationships by addressing service issues and pursuing customer satisfaction; Ensure transparent communication of service/project outcomes and issues to stakeholders; Collaborate strategically with CPs and CPPs to cultivate new business opportunities within assigned customer accounts; Report to the Unit Head and provide accountability for the portfolio under your responsibility, presenting quantitative and qualitative data alongside financial health metrics; Ensure the team efficiently manages services (high/very high complexity), meeting agreed timelines, costs, and scopes (managing revenue, costs, and expenses), while proactively identifying and mitigating risks; Lead CPs and CPPs of the project(s)/service(s) under your responsibility, providing continuous feedback, guidance for 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 channels and DRGs to support implementations and negotiations; Sustain consistent external customer relationships, collecting formal and informal feedback to assess satisfaction levels and identify improvement opportunities, thereby enabling continuous improvement and enhanced customer satisfaction; Promote and lead internal process and procedure improvements within the unit and across 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; Engage in negotiations and conflict management among portfolio service teams, customers, suppliers, and internal TOTVS departments; Ensure structured portfolio operations aligned with the commercial area; Identify market opportunities for TOTVS solutions and prepare the team to address such demands for customers. Requirements and Qualifications Completed undergraduate degree; Education and construction sectors; Solid experience focused on RM. 2511110202181802044