Client Engagement Manager

11 - 15 years experience  •  Software

Salary depends on experience
Posted on 02/21/18
Atlanta, GA
11 - 15 years experience
Software
Salary depends on experience
Posted on 02/21/18

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Deliver on the specifics of the Managed Analytics services as outlined in the customer’s SOW.
  • Execute and lead the analytical efforts based on the defined business objectives.
  • Meet defined deadlines to ensure effective service delivery and reporting needs are met.
  • Work within Nexidia’s services delivery methodology to:
    • Understand the client’s business challenges.
    • Set business and analytical priorities.
    • Create delivery plan for assigned client engagement.
    • Conduct daily update calls with the assigned services team.
    • Manage the development and delivery of presentations.
    • Participate in Quarterly Business Reviews.
    • Assist clients in establishing an ongoing interaction analytics program covering ongoing use of the system, program governance, project staffing, planning of activities, refreshing and maintenance of analytic objects.
    • Provide valuable and actionable findings to the clients.
    • Assist clients in the implementation of change programs that make use of analytic findings
  • Aid clients in finding and interpreting relevant patterns in interactions with their customers.
  • Participate in and contribute to the talent management process for assigned services team.
  • Mentor team members by providing feedback and coaching that empower effective analytics, defendable business cases, and information to enhance customer relationships.
  • Contribute deliverables and knowledge gained in projects to growing PS practice repositories and IP stores.

 

NEXIDIA COMPLIANCE RESPONSIBILITIES

 

  • Understand and adhere to Nexidia compliance standards as they appear in the Employee Handbook, Corporate Compliance Policies, Code of Conduct and Conflict of Interest Policy (as appropriate).
  • Keep abreast of all pertinent federal and state regulations, laws, and policies affecting their position as they presently exist and as they change or are modified.
  • As appropriate, ensure that the staff are trained and evaluated on their knowledge of and adherence to compliance policies and procedures specific to their jobs.

 
ADDITIONAL DUTIES AND RESPONSIBILITIES

  • Participate in Strategic Improvement Projects as assigned.
  • Act as Subject Matter Expert as needed for Curriculum Development.
  • Perform other duties as required.

 

KNOWLEDGE, SKILLS, AND ABILITIES

  • Strong negotiation and relationship management skills
  • Ability to navigate through multiple layers of an organization and effectively communicate at all levels
  • Excellent analytical and problem solving skills as well as attention to detail
  • Highly professional, consultative, and customer focused
  • Strong verbal and written communication skills
  • Strong presentation skills
  • Ability to create project plans and work breakdown structures for medium-sized projects
  • Ability to manage delivery of a project and report on project progress using project plans and other tools
  • Proficient with MS Office applications
  • Ability to work independently and meet deadlines
  • Excellent organizational skills
  • Ability to train and mentor members of their team
  • Respect for others and the ability to work in a dynamic, collaborative environment

 

EDUCATION AND EXPERIENCE

  • Bachelor's degree or equivalent work experience
  • Minimum of 10 years overall experience with at least 3-5 years consulting experience and/or enterprise application customer management experience
  • 3 or more years managing or directing the activities of employees preferred
  • Prior experience with managing offshore delivery teams preferred
  • Experience with business-to-consumer sales and support channels
  • Prior experience with statistics, data analytics, and/or Six Sigma methodologies preferred
  • Experience presenting to C Level individuals
Not the right job?
Join Ladders to find it.
With a free Ladders account, you can find the best jobs for you and be found by over 20,0000 recruiters.