Senior PS Consultant - Delivery Manager

This role borders on Technology Consulting and Post Sales (Implementation / Account Relationship Mgmt) responsibilities.

Key Skills are C# with experience in any RDBMS with customer facing experience.

Candidates with 10+ years of experience required.

Job Title: Senior PS Consultant-Delivery Manager

Overview:

My client is a global software and IT services firm specializing in applying Microsoft unified communications and collaboration to help customers achieve optimal results through enhanced business processes across the enterprise and in the contact center.

Responsibilities:

General Scope & Summary:

- Responsible for high-level relationship management and acts as client liaison during delivery of an outsourced solution, whether it is an IT or business process outsourced solution.

- Strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship.

- Works to grow the client relationship by identifying new business opportunities.

- Works with delivery team to execute on contract terms and conditions and to ensure on-time delivery of projects that support the client's business. This is normally a management position responsible for primary account relations with customers.

- Ensures that the customer is satisfied with company products and services and that implementation schedules are on target and budgets are met according to contractual agreements.

- Works with client to cultivate future project initiatives utilizing company products and professional services. Consults with Project Managers on project status to help ensure timely deliverables.

- Works with Services/Support Sales on new service initiatives that could be sold to clients. May be asked to engage with specific focus customers based on predetermined criteria or assignment, in order to quickly address customer dissatisfaction surrounding product performance or customer support.

- Working in an aggressive time frame, will work with other resources and manage technical and/or business issues to a satisfactory and manageable outcome.

- This requirement in the role is not one of building long term relationships, but to immediately and positively impact the issues and concerns at hand.

Primary Role & Responsibilities:

- Must be able to manage small to medium multinational and/or multisite customers.

- Manage services delivery including escalations; be the POC for communication; ensure the appropriate level of.

- Resources engage and follow up as warranted.

- Ensure that complete maintenance and contractual entitlements are met and maximized.

- Must be able to navigate several management layers in complex organizations to identify key stakeholders.

- Proactive account services delivery planning targeted at issue prevention & management resulting in customer satisfaction and reference-ability.

- Knowledge and facilitation of customer's business objectives, operational metrics, performance trends and improvement goals.

- Conduct periodic customer management/executive reviews focusing on corporate updates, life cycle management, support metrics, training, trend analysis etc.

- Encourage a level of customer self-sufficiency; address training requirements; provide guidance on best practices; provide a level of oversight for APS projects.

- Communicate with internal and external stakeholders, facilitating account management improvements as warranted.

- Partner with the Sales team on account plans, quarterly business reviews, customer business reviews, etc.

- Manage a virtual team, assigned for the duration of the engagement which could include other managers.

- With the assigned team and other resources, develop, internally communicate and implement an effective Plan of Action.

- Engage with the customer and communicate Plan of Action setting expectations for the engagement.

- Develop exit strategy for placing the customer back into - business as usual- .

- Report progress in the weekly Key Accounts and more frequently through other channels as required.

Qualifications:

Specialised Knowledge & Skills:

- Ability to perform customizations for at least one native product line independently.

- Ability to communicate complex information to non-technical resources.

- Strong customer service and teamwork skills.

- Professional demeanor to maintain and enhance relationships.

- Ability to use professional concepts to solve a wide range of difficult problems in imaginative and practical ways.

Job Requirements:

- Minimum 10+ years of experience.

- Bachelor's degree in relevant field or relevant job experience.

- Ability to pass a background and drug screening check.

- Working knowledge of advanced C# and one RDBMS is must.

Travel requirements up to 25% annually. After hours work as required.

My client is an equal opportunity/affirmative action employer with a strong commitment to diversity. In that spirit, we are particularly interested in receiving applications from a broad spectrum of people, including women, minorities, individuals with disabilities, veterans or any other legally protected group.