Job Description

About Project X
The heart of what we do is drive for unique and innovative solutions that solve our customers problems. We are trusted advisors who create data and analytics solutions for complex client problems. We do this through collaboration, creativity, and an innate need to solve tough data problems. Data runs deep in our veins and is what makes up who we are, individually and as a team, allows us to do the work we're passionate about.
We think differently.

Role Summary
As a trusted advisor, the Engagement Manager ensures the success of the customer, making the most of their environment by tailoring delivery plans and driving business value. They are responsible for delivery quality of our services throughout projects, executing within agreed budget and to customer satisfaction.

The Engagement Manager is involved in structuring SOW, managing the delivery from inception to completion and follow up of engagements. They are responsible for developing long term strategic customer relationships and growing of the services.

This is a Full Time opportunity

Major Areas of Responsibility

1. Customer Satisfaction

• Act as the customer's primary Point of Contact for Services and Support.
• Address any customer satisfaction issues across the customer's organization and follow up with speed and efficiency.
• Manage all customer situations including conflict resolution and high-profile escalations.
• Lead technical support ticket review ensuring appropriate responses from delivery teams.
• Perform regular risk assessments.

Facilitate Professional Service Engagements * Ensure the correct setup of services and provide training on process, tools and procedures to assure the customer experience.

• Create and support account plans including clearly aligned operational procedures for critical incidents.
• Deliver service reviews and track agreed corrective actions.

2. Relationship Building

• Foster positive relationships with our customer as their trusted partner, firm acting voice of the client and Project X.
• Present and promote the value of Project X services to the client.
• Assist customers with using our services throughout projects

3. Delivery Success

• Track service delivery to ensure Project X meets or exceeds optional KPI's to maximize customer satisfaction and ensure service renewals.
• Attend regular meetings with assigned customers to assure their level of understanding in services purchased and being delivered.
• Ensure that contract terms and conditions are met; respond to questions and queries in relation to services.
• Manage invoices and bills for assigned customers.
• Identify upselling and cross-selling opportunities; work with sales to generate new business.
• Build teams to facilitate communications with the delivery, customer, sales and any other internal or external contacts.

Required Education, Experience, Skills & Attributes:

• Bachelor's Degree, preferably in Software or Computer Science/Engineering fields or related industry experience or acumen
• Over 5 years' experience as a Project Manager or a Consultant leading teams
• Specialized training in sales and/or customer service
• Operational excellence qualification (ITIL) or related, preferred but not required
• Strong Communication skills with all stakeholders on project status
• Ability to innovate and provide creative, solution-based approaches to solving problems
• Level-headed decision making and ability to think on your feet
• Ability to collaborate with internal and external teams and build solid relationships

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