About this role
<p style="margin:0.0in;line-height:normal;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:'Eras Medium ITC', sans-serif;color:black">John Keells Information Technology (Pvt) Ltd (JKIT), a fully owned subsidiary of John Keells Holdings PLC, Sri Lanka's largest conglomerate listed on the Colombo Stock Exchange, is a global IT professional services leader, transforming enterprises with cutting-edge digital solutions.</span></p> <p style="margin:0.0in;line-height:normal;font-size:12.0pt;font-family:Aptos, sans-serif"> </p> <p style="margin:0.0in;line-height:normal;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;font-family:'Eras Medium ITC', sans-serif;color:black">JKIT is a 100% cloud-native solutions provider, offering end-to-end digital transformation solutions in collaboration with global Principals like Microsoft, SAP, and Salesforce. Driven by a Cloud-first, Mobile-first and AI-first strategy, JKIT empowers businesses with innovation, agility, growth, and state-of-the-art security.</span></p> <p style="margin:0.0in;line-height:normal;font-size:12.0pt;font-family:Aptos, sans-serif"> </p> <p style="margin:0.0in;text-align:justify;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"> </p> <p style="text-align:justify;margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;line-height:115%;font-family:'Eras Medium ITC', sans-serif">We invite applications from suitably qualified individuals for the post of <strong>Practice Manager – Customer Success</strong>. The selected candidate will report to the <strong>Head of Customer Success.</strong></span></p><div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">.</H2> </div><div><p style="text-align:justify;margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;line-height:115%;font-family:'Eras Medium ITC', sans-serif">The <strong>Practice Manager – Customer Success</strong> will be responsible for:</span></p> <p style="text-align:justify;margin:0.0in 0.0in 0.0in 0.5in;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"> </p> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 48.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;line-height:115%;font-family:'Eras Medium ITC', sans-serif">Leading and managing the client service team to ensure timely, high-quality service delivery and strong client relationships.</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 48.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;line-height:115%;font-family:'Eras Medium ITC', sans-serif">Developing and implementing client service strategies, processes, and best practices to drive customer satisfaction and business growth.</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 48.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;line-height:115%;font-family:'Eras Medium ITC', sans-serif">Acting as the primary point of contact for key clients, managing escalations and ensuring overall client satisfaction.</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 48.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;line-height:115%;font-family:'Eras Medium ITC', sans-serif">Monitoring team performance, tracking KPIs, and providing coaching and development to team members.</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 48.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;line-height:115%;font-family:'Eras Medium ITC', sans-serif">Collaborating with cross-functional teams to ensure seamless service delivery and successful project execution.</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 48.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;line-height:115%;font-family:'Eras Medium ITC', sans-serif">Identifying opportunities for service improvement and driving initiatives to enhance the overall client experience.</span></li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 48.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;line-height:115%;font-family:'Eras Medium ITC', sans-serif">Managing budgets, resource allocation, and operational efficiency within the client service function.</span></li> <li style="text-align:justify;margin:0.0in 0.0in 8.0pt 48.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;line-height:115%;font-family:'Eras Medium ITC', sans-serif">Driving the adoption of tools, frameworks, and methodologies to improve service quality, consistency, and operational excellence.</span></li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">.</H2> </div><div><p style="text-align:justify;margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;line-height:115%;font-family:'Eras Medium ITC', sans-serif">The ideal candidate should possess:</span></p> <p style="text-align:justify;margin:0.0in 0.0in 0.0in 0.5in;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"> </p> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 48.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif;text-align:left"><span style="font-size:10.0pt;line-height:115%;font-family:'Eras Medium ITC', sans-serif">A Bachelor’s degree in Business, Management, or a related field; an MBA will be an added advantage.</span></li> <li style="margin:0.0in 0.0in 0.0in 48.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif;text-align:left"><span style="font-size:10.0pt;line-height:115%;font-family:'Eras Medium ITC', sans-serif">A minimum of 7 years of experience in client service, account management, or consulting, with at least 3 years in a leadership role.</span></li> <li style="margin:0.0in 0.0in 0.0in 48.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif;text-align:left"><span style="font-size:10.0pt;line-height:115%;font-family:'Eras Medium ITC', sans-serif">Strong leadership, team management, and coaching capabilities.</span></li> <li style="margin:0.0in 0.0in 0.0in 48.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif;text-align:left"><span style="font-size:10.0pt;line-height:115%;font-family:'Eras Medium ITC', sans-serif">Excellent communication, negotiation, stakeholder management, and problem-solving skills.</span></li> <li style="margin:0.0in 0.0in 0.0in 48.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif;text-align:left"><span style="font-size:10.0pt;line-height:115%;font-family:'Eras Medium ITC', sans-serif">Proven ability to manage multiple clients and projects simultaneously.</span></li> <li style="margin:0.0in 0.0in 8.0pt 48.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif;text-align:left"><span style="font-size:10.0pt;line-height:115%;font-family:'Eras Medium ITC', sans-serif">A strong analytical mindset with experience in reporting, performance metrics, and service improvement initiatives.</span></li> </ul></div></div></div><p style="text-align:justify;margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.0pt;line-height:115%;font-family:'Eras Medium ITC', sans-serif">If you’re up for the challenge, please send your resume to </span><a href="mailto:[email protected]"><span style="font-size:10.0pt;line-height:115%;font-family:'Eras Medium ITC', sans-serif">[email protected]</span></a><span style="font-size:10.0pt;line-height:115%;font-family:'Eras Medium ITC', sans-serif">or Click on the advert to apply. Please state the position you’re interested in the subject line of your email.</span></p>