Client Engagement Manager York Telecom
THIS JOB HAS EXPIRED Job Type : Full Time
Shift/Hours : First Shift (Day)
Career Level : Experienced (Non-Manager)
Education : Bachelor's Degree
Skill : Project Management -> Teamwork, Vendor Management, Communication Skills, Organizational Skills, Time Management
Category : Project/Program Management
Job Description :
For over 25 years, Yorktel has been the video managed services partner around the world for some of the largest business and government agencies. With over 10,000 video systems under management worldwide ? more than any other video communications service provider ? Yorktel has the proven expertise and global reach to deliver enterprise-quality visual communications.
We are currently seeking a Client Engagement Manager to thoroughly understand, control and communicate the scope, schedule, status, budget, risks and success measures for a project or number of projects. This position will set and manage client expectations to ensure the project is delivered as stated and agreed to in the Statement of Work. The Client Engagement Manager also supports and influences key stakeholders to align with standard project management practices, facilitates discussions with internal Sales, IT and Operations areas, and serves as the primary client facing representative throughout the delivery process. Other key functions include: managing the analysis and reporting of metrics and project performance indicators while contributing to the continual improvement of processes and tools. A candidate for this position must be able to manage large, complex projects, across different functional organizational areas, to include: Managed Conferencing, Cloud, Media, Maintenance, and Staffing Services as well as globally deployed Integration projects.
This position reports to the President of the organization. The President will provide direction and support to the Client Engagement Manager in regard to the following areas; project deliverables, career development and external and internal escalations. This position will work directly with Sales and the General Manager of Field Operations in their region as well as internal support functions such as Service Delivery, Engineering, Managed Conferencing, Cloud, Media, Staffing, and Maintenance Services to deliver customer needs. The Client Engagement Manager will make recommendations to the Vice President and General Manager of Field Operations in regard to the client relationship and project to ensure that there are clear expectations on client service level and awareness on client account issues and escalations. This position will also work closely with internal support functions and Sales to define the necessary support to deliver all project s to exceed customer expectations.
This position requires a strong project management background. Understanding and applying complex project management methodologies and financial acumen are required. Experience managing projects with regard to Audio Visual Solutions, Video Conferencing, Multimedia, Distance learning, Cloud and Managed Services is highly desirable. The ability to partner and work with cross functional teams to achieve the desired result is essential. Experience managing global, geographically distributed and multi-disciplinary project teams is required. Demonstrated tact and use of diplomacy in managing verbal and written communication internal and externally. Must have knowledge and be able to apply risk management principals, extensive project reporting, and use of project management tools. Experience creating and tracking detailed plans for complex projects.
This position will have the authority to regularly direct the work of their assigned team in order to meet customer expectations. This position will prioritize work load and delegate the appropriate work to meet the needs of the client. The Client Engagement Manager is ultimately responsible for overall customer satisfaction and management of critical customer incidents, associated customer communication, activities and any appropriate escalations. They are also expected to manage and collaborate with third party contractors where appropriate and ensure that their performance and provision of services and quality is in line with our expectations and enables us to meet or exceed service levels.
This position routinely directs a team of engineers, project managers, project coordinators, customer service representatives and partners in order to ensure successful completion of assigned client projects. This position serves as a resource within the department for specific skills, knowledge, and experience surrounding assigned customers. Client Engagement Manager will be expected to direct and collaborate with all resources where appropriate and ensure that their performance and provision of services and quality is in line with our expectations and enables us to meet or exceed service levels.
Leadership and Supervisory Responsibilities
Mentor new and less experienced Project Managers
Act as a resource for questions related to project management processes and procedures
Provide Performance feedback to functional managers in regard to employee performance on assigned projects
Coach and develop team members in support of the acheivement of project objectives
Set goals and objectives and provide feedback for a given project with project team mambers
This position regularly influences internal and external customers to achieve a mutually desirable outcome. This position will make recommendations to internal and external parties with regard to concerns or issues, and ensure resolution of any problems working closely in conjunction with assigned team members. This position requires regular planning and team work in order to assist with the coordination of resources within Yorktel to support the clients. This position must will regularly communicate answers to complex questions and respond to detailed inquiries about client issues or concerns. This position handles and is expected to protect all internal confidential information and must utilize discretion and judgment based on company policies and procedures.
Present internal Quarterly Business Reviews for assigned account to management
Develops and tracks to detailed project plans including schedules business requirements, cost estimates, resource plans, communication plans, risk mitigation plans, and issue resolution plans.
Manage all aspects of the client?s project life cycle to facilitate successful project delivery and metrics. Metrics include on time, on budget etc.
Identifies and proactively drives high quality project deliverables, dependencies, and critical path items ? proactively manages changes in project scope and creates contingency plans in a constantly changing environment
Controls project deliverables, scope & expectations, and coordinates project progress with clients and internal Yorktel Leadership.
Interfaces independently with all functional and business areas affected by the project ? works closely with functional resource managers to ensure adequate allocation of resources to projects
Creates and executes on all project documentation including definition of project scope, formal statement of work, deliverables, schedules, and budgets ensuring alignment with business goals
Assist with estimation of resources and participation required to successfully achieve project goals
Negotiates with leaders of the business units in driving towards project deliverables
Delivers project reports, proposals, and requirements documentation to senior leadership and key stakeholders ? produces executive reports on the projects and keeps leadership apprised of project changes and milestone delays
Defines project success criteria and reviews throughout the project life cycle
Ensures time sheets are accurately filled out, complete with job numbers, phase codes, times adds up, hours are correct, time sheet is signed and turned in on time.
Act as a resource for questions related to project management processes and procedures. Deliver input for formal presentations and executive summaries to senior management and status updates.
Key Technical Responsibilities
Experience implementing custom solutions, architectural and facility concerns.
Knowledge of integration room technologies and service offerings.
Has a strong knowledge of engineering fundamentals necessary to implement AV systems.
Experience in the following areas is highly desirable: Audio Visual Solutions including Videoconferencing, Multimedia, Distance Learning, Facility coordination or Networking systems.
Job Requirements :
Certified Technology Specialist (CTS) Certification highly desired
Project Management Professional (PMP) Certification highly desired.
Skills and Additional Qualifications:
High levels of Professionalism and Integrity
Strong Leadership skills
Organized and detail oriented
Ability to work with multiple priorities and work under pressure
Able to handle a wide variety of tasks and modify plans as requirements dictate
Ability to work with well with peers in a changing and sometimes stressful environment.
Exceptional customer service skills
Exceptional written, verbal and interpersonal skills.
Excellent problem solving skills
Maintain a professional attitude and appearance at all times
Extensive use of business computer systems including Microsoft Office applications such as MS Word, Excel, Outlook and MS Project, and Visio
May require occasional lifting (up to 25 lbs)
Requires extensive sitting, standing and walking
Must be willing to apply for security clearances, SSA Suitability, and other related clearances to be able to work at certain customer locations.
Domestic travel requiring multi-night stays within and at times outside the local work area
Valid passport; International travel possible
Valid U.S. driver?s license
Must be willing to complete background checks and drug tests as required by current or future contracts
Join us and you will enjoy an excellent salary and benefits package, including 401k and Flex 125 plans.
It is our policy to employ qualified persons without regard for race, creed, color, national origin, nationality, ancestry, age, sex, marital or domestic partnership status, sexual orientation or disability. Individuals are considered for employment, promotion, or training solely on their ability to perform the essential functions of the position. Minorities and women are encouraged to apply.
Note to 3rd party agencies and search firms:
Thank you for your interest in Yorktel. It is our practice to recruit and fill career opportunities through the Human Resources, Corporate Recruiting organization. We ask that you not submit candidates for consideration to us without receiving a formal written request from our Corporate Recruiting organization to do so. All resumes submitted; (with or without use of your agency access credentials) will be deemed unsolicited
||81 Corbett Way |
Eatontown, NJ 07724
THIS JOB HAS EXPIRED