Engagement Manager

Company:	d.c.m.c.solutions inc
City:	Montreal, Quebec
Industry:	Management Consulting
Date:	11 Apr `07
Employment:	Project Based
View all jobs posted by d.c.m.c.solutions inc >

 

 

Description
The Role of the Engagement Manager:
The Engagement Manager is responsible for the scope acceptance, management, customer satisfaction and overall success of each designated customer engagement. The Engagement Manager will also assume responsibility for the ongoing relationship management of designated customers.
Proposal Development
·         Participates on the proposal development team
·         Responsible for Statement of Work development for engagements
·         Participates in the selling and proposal development of customer service engagements and projects initiated after the initial software sale and implementation
·         Accountable for the development of the Project Definition and implementation plan based on information and detail provided by the Business Case and/or the customer’s goals and objectives
·         Works with the Project Manager/Consultant(s) to develop project definition, project schedule and customer success objectives and tracking mechanisms
·         Accountable for the overall accuracy of
engagement Statements of Work and Project Change Notices
Engagement Communications
·         Provide ongoing and regular communication with the   VP Services, Account Executive, Project Manager and Consultants and customer engagement Executive Sponsor
·         Review project status weekly with the   Project Manager and the Customer Project Lead
·         Communicate project status weekly to the Services Leadership Team
·         Assess potential risks and gaps in project execution and facilitate resolution with customer and the   Project Manager
Engagement Management
·         Accountable for overall engagement success in terms of scope, budget, quality and customer success
·         Authorizes Project Change Notices created and obtains customer validation and authorization
·         Approves project stage gates and milestones achieved with the   Project Manager and the customer representatives
·         Manage project resource action and performance gaps identified during the project, to resolution with the customer
·         Resolve process and practice issues/questions
·         Escalate issues where necessary to the executive sponsorship level
·         Communicates customer success reporting
·         Accountable for customer invoice management and manages invoice resolution with customer with support from F&A, Sales and/or Executive Sponsors as required
Engagement Resource Management
·         Define engagement/project resource needs with the Director, Consulting following  ’s defined resource planning process 
·         Manage all consulting resources assigned to the engagement 
·         The Project Manager(s) will report to the Engagement Manager while assigned to the Engagement
·         Authorize/approve all assigned consultant engagement/project timesheets
·         Identify and communicate consultant knowledge/training gaps to the Director, Consulting
·         Conducts quarterly Engagement Performance Evaluations
·         Provides input to annual employee evaluations
Internal Communication
·         Work with the Services Practices Leads, Product Manager, Services Products and the Product Marketing representative to define the   implementation methodology and each service offering
·         Work with the Consulting Manager to establish engagement and project standards and metrics
·         Communicate Customer Success progress and initiatives to the various departments within  
·         Work with the Sales representatives to provide presales support


Requirements
General Requirements

·         Minimum 7 years of external consulting experience

·         Minimum 7 years of project management experience, PMI or equivalent project management certification is desirable

·         Minimum 5 years experience implementing and/or managing Reliability Improvement, CMMS, or ERP projects

·         Strong understanding and practical knowledge of  ’s reliability technologies, practices and methodologies is desirable 

·         Strong understanding of  ’s software functionality and general applicability is desirable

·         RCM 2 Certification is desirable

·         Capable of presenting the   technical architecture and implementation methodologies to customers during the sales cycle

·         Experience managing technical software solutions including but not limited to systems integration, data conversion, custom software and reporting is beneficial

·         Understanding of  ’s technical architecture, application interfaces and technical tools is beneficial

·         Understanding of  ’s technical development standards and methodologies is beneficial

·         Well developed people management skills

·         Excellent organizational and time management skills

·         Excellent oral and written communication skills

·         Excellent customer communication and relationship management skills

·         Positive, team oriented attitude

·         Experience with coaching and mentoring team members

·         Working knowledge of Office products

·         Fluent in French desirable

·         Ability to travel approximately 25% – 50%

32% billable target

Contact
contact carlo.esposito@gmail.com