Senior Engagement Manager 24/7 Customer
THIS JOB HAS EXPIRED ABOUT THE POSITION
As part of the Service Delivery team, the Senior Engagement Manager is responsible for scoping, leading, and ensuring the success of deployments of 247 Px solutions to customers and ensuring customer satisfaction and business success. The Senior Engagement Manager will also work with the Account Management and Optimization teams to support bringing up-sell and cross-sell opportunities live as well as managing the tuning deployment of existing deployed solutions.
Manage 247 end-to-end 247 enterprise solution implementations, including operational client relationships during deployment.
Manage cross-functional Service Delivery technical teams (Design, Development and QA) responsible for deploying 247 solutions, assuring client success and acceptance of system performance.
Develop and execute account planning and review processes to achieve strategic goals by driving greater ROI and identifying enhanced up-sell opportunities.
Work with and support the Sales and Pre-sales teams on sales calls and deployment scoping.
Methodically collect and provide product feedback from field and clients to the Engineering and Products teams to improve overall product performance.
Collaborate with the Service Delivery leadership and peer teams, in order to enhance and establish delivery process for existing and new solutions with the goal of increasing efficiency and scalability.
Provide mentorship and coaching to more junior Engagement Management colleagues.
Bachelor?s degree or foreign equivalent in Engineering or related filed.
10+ years of experience in successfully managing complex, enterprise software deployments implementations for Global organization.
Exceptional project management, analytical, organizational, technical and leadership skills to manage client engagements and internal resources in order to provide premier customer service.
Ability to develop business relationships and negotiate with clients and internal resources.
Ability to understand and communicate complex technical concepts and business issues verbally and in writing to clients, associates and management.
Experience developing and managing client relationships.
Experience analyzing and querying application performance and trend data.
Experience with Telco and Web concepts and architectures.
Prior Big 5 (or similar) consulting experience managing technology implementations.
IVR / VXML / Speech enterprise solution / project management experience.
Project Management Certifications.
||910 East Hamilton Avenue |
Campbell, CA 95008
THIS JOB HAS EXPIRED