Job Description

Referred applicants should NOT apply directly to this role.All referred applicants must first be submitted through Workday by a current OMERS and Oxford employee, and then must apply through the unique link received via their email.Choose a workplace that empowers your impact.Join a global workplace where employees thrive. One that embraces diversity of thought, expertise and experience. A place where you can personalize your employee journey to be \xe2\x80\x94 and deliver \xe2\x80\x94 your best.We are a purpose-driven, dynamic and sustainable pension plan. An industry leading global investor with teams in Toronto to London, New York, Singapore, Sydney and other major cities across North America and Europe. We embody the values of our 600,000+ members, placing their best interests at the heart of everything we do.Join us to accelerate your growth & development, prioritize wellness, build connections, support the communities we live and work.Don\xe2\x80\x99t just work anywhere \xe2\x80\x94 come build tomorrow together with us.Reporting to the Director of Customer Success and Innovation, as the Manager of Customer Success and Innovation, your primary accountability is to support the relationship between D&T and their customers. You will be responsible for fostering strong relationships, supporting the technology business partner function, and aligning technology with business objectives.You will play a key role in driving the strategic alignment between technology and business objectives. This role will support the development of the technology strategy, the transformational change journey, and will play a key role in fostering a culture of innovation at the forefront of technological advancement for the customers.A Customer Success Manager plays a pivotal role in ensuring that customers achieve their desired outcomes while using Data and Technology products and services. Their main responsibilities include providing continuous support to customers to maximize their satisfaction and success by proactively engaging with them to understand their needs and challenges. This involves monitoring customer health metrics, addressing any issues promptly, and acting as a liaison between the customer and technology teams. Additionally, the role entails developing/supporting a customer technology strategy with businesses, assessing the impact of emerging technology, ensuring cost transparency, delivering value, and ultimately fostering a harmonious relationship between all of D&T and their customers.This role aims to understand the business strategy of our customers to effectively influence decision-makers and drive innovation to enhance business performance.Key Responsibilities:Customer SuccessCollaborate with customers to understand their needs and challenges, suggest technological solutions to enhance their business, and support the Customer Success team in identifying areas for improved customer engagement.Collaborate with business and technology teams to provide tailored and future-focused technology strategy and solutions that meet their needs.Develop and maintain strong relationships with business teams and stakeholders.Champion the adoption of core technology programs and initiatives to deliver on the D&T team\xe2\x80\x99s collaborative prioritiesDemonstrate curiosity in business processes to challenge the established thinking and help generate new ideas and approaches to problem solving.Anticipate the technology implications of business strategies and advise and influence the leadership team accordingly.Become an expert in the Data & Technology products and services to be able to make connections between customer needs and available offerings.Leverage your comprehensive understanding of the enterprise to proactively identify trends and propose innovative ideas that can address technology issuesApply independent, sound judgment and navigate complex issues with a view to customer success.Leadership and InfluenceManage a team of Customer Success Analyst or Lead to ensure that they are delivering value to the businessBuild and lead a high-performing team, ensuring that they are aligned with organizational goals and possess the skills needed to drive success.Possess strong leadership skills and ability to manage a team effectively.The ability to resolve nebulous business challenges by clearly defining the problem, applying structure & logic, and developing a defined approachCollaborationBuild and nurture strong relationships with the Data and Technology teams.Prioritize strong and effective cross-collaboration across Data and Technology.Collaborate with the Technology Product and Services team to drive our business goals forward.Leverage the D&T\xe2\x80\x99s technical expertise to ensure our technology programs are not only innovative but also strategically aligned with the evolving needs of the business.Share learnings with D&T to drive continuous improvement and operational effectiveness.InnovationSupport the development and execution of innovation initiatives in partnership with the broader team with a focus on customer needs.Stay current on innovative and emerging technology advancements.Proactively engage with business leaders to identify innovative opportunities for technology to drive business growth and assist with the development of business-specific technology strategy maps that drive strategic direction.Develop and maintain a technology roadmap that supports business objectives.Qualifications:Bachelor\'s degree in a relevant field; advanced degree (MBA, MSc) preferred.5-7 years of experience in technology driven roles.Proven experience in a management role within technology business partnering or a related function with a strong focus on the customer experience.Proven ability to translate business needs into effective technology.Familiarity with enterprise architecture and IT governance frameworks.Experience working with and successfully influencing management.Strong business acumen and ability to understand business strategy and objectives.Understanding of business operations, market dynamics, and technology emerging trendsExceptional strategic thinking and problem-solving skills.Leadership skills and ability to manage a team effectively.Track record of successfully leading technology teams and driving innovation.Excellent communication skills - should be able to explain the technical aspects in the non-technical language to the business and relevant stakeholders.Strong leadership, coaching, conflict resolution, and relationship management skills.Proven ability to earn trust through data-based insights, delivering results, influencing, and relating to others.Excellent resiliency and ability to navigate complex scenarios.We believe that time together in the office is important for OMERS and Oxford, the strength of our employees, and the work we do for our pension members. In delivering on our pension promise, keeping us connected to our work and each other, our flexible hybrid work guideline requires teams to come in to the office 3 days per week.As one of Canada\xe2\x80\x99s largest defined benefit pension plans, our people-first culture is at its best when our workforce reflects the communities we live and work \xe2\x80\x94 and the members we proudly serve.From hire to retire, we are an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process that extends all the way through your employee experience. This sense of belonging and connection is cultivated up, down and across our global organization thanks to our vast network of Employee Resource Groups with executive leader sponsorship, our Purpose@Work committee and employee recognition programs.

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