Customer and Field Service Manager

What you'll do

• Provide architecture-level support for complex CSM and FSM implementations in FSI and HLS industries.
• Resolve priority 1 and priority 2 escalations within established service-level agreements.
• Own and represent the CSM/FSM capability roadmap during quarterly customer reviews.
• Develop reusable solution assets including industry-specific starter kits for CSM and FSM.
• Lead solution architecture for CSM/FSM-led requests for proposals (RFPs).
• Establish delivery and quality assurance standards for service management projects.
• Deliver CSM/FSM upskilling programs in partnership with the Academy team.

What we're looking for

• Current CIS-CSM certification.
• Current CIS-FSM certification or strong hands-on FSM delivery experience (preferred).
• Exposure to industry workflows in FSI and/or HLS (preferred).
• Experience providing architecture-level support for complex CSM/FSM implementations.
• Ability to resolve priority 1 and priority 2 escalations within service-level agreements.
• Experience owning capability roadmaps and developing reusable solution assets.
• Ability to lead solution architecture for requests for proposals (RFPs).
• Ability to establish delivery and quality assurance standards.