Jamie Hickey

Senior Practice Manager @Certinia

Working in the Customer Experience, Portfolio, and Methodology team that creates value and drives efficiency for our internal and external customers. The primary focus of the Senior Practice Manager role is to enable FinancialForce service delivery teams to improve customer experience throughout the full customer relationship lifecycle. The practice manager drives the development of expertise, methodologies, tools, and service offerings across the Professional Services (PS), Customer Success (CSM), Education, Support, and Solution Engineering (SE) for ERP.Reporting to the Senior Director of CX Strategy and Portfolio, the Senior Practice Manager is responsible for developing and maintaining relevant service offerings, managing business-level relationships with functional department owners, coordinating with product teams to support product release cadences (NPI/Change/EOL) on behalf of service, maintaining a prioritised backlog of potential service improvements and serve as a change agent to assure adoption of new practices. The Senior Practice Managers work with their business partners to identify and act upon opportunities for improvements to internal operations such that customer experiences are strengthened and FinancialForce efficiencies are gained. Also working closely with the product and sales organisations as the Customer Operations representative on cross-functional strategic initiatives.