Description
Job Summary:
- Is aligned to work at the client site on a consistent basis with a focus on establishing or building the business relationship in an effort to better align service and services opportunities.
- Typically the role involves extensive interaction with the client, sales, systems engineering, product development, and other members of cross-functional teams.
- Account engagement is typically focused on the delivery of new or enhanced services to drive improvement of customer satisfaction through the use of technology, service level management and project management skills, rather than extensive technical skills but a strong understanding of the customer services solutions and installed base is often required to manage competing interests.
- Typically oversees schedules and budgets to ensure goal attainment.
Essential Skills:
- Understanding of Client's business objectives and the respective impact on customer processes and deliverables.
- Excellent communicator (both verbally and written communications) to convey client business offerings to customers.
- Skilled at establishing clear and unambiguous expectations of the level of service to be delivered
- Skilled at establishing the client services requirements (pipeline - represents those services under consideration, required or in development but not deployed at client)
JOB COMPLEXITY:
- Ability to deliver internal and external communication at the executive level and influence customer decisions. Typically interfaces at the Director level with the customer organization.
- Provides escalation leadership through the establishment of governance structures
SUPERVISION:
- Senior role, engaging with and often (virtually) leading multiple teams and roles from local and central delivery teams, cross-functional, and sales teams to develop and evolve solutions from proposal to implementation, operate and optimization phases.
- Team size will vary based on size of account
- In-direct (Matrix management)
- Partners
- Works with account teams and customer to determine project requirements.
EXPERIENCE:
- Typically requires BS/BA degree or equivalent with 10+ years of related experience.
- Knowledge of program and project management methodologies. Experience leading projects to successful completion