Engagement Manager

2 weeks ago

Toronto, Ontario, Canada Project X Full time
About Project X
The heart of what we do is drive for unique and innovative solutions that solve our customer's 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, and 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 delivering quality services throughout projects, executing within agreed budget and to customer satisfaction, and building great relationships.

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

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 processes, tools and procedures to ensure customer experience.
  • Create and support account plans including aligned operational procedures for critical incidents.
  • Deliver service reviews and track agreed corrective actions.
2. Relationship Building
  • Foster positive relationships with our customers 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 or College Diploma degree in Technology or Business or a related field
  • Experience in Consulting or IT industry ideally in Data and Analytics
  • Over 5 years' experience as an Account/Client Success Manager, Business Development or a similar role
  • Ability to collaborate with internal and external teams and build solid relationships
  • Strong Communication skills with various levels of stakeholders
  • Ability to innovate and provide creative, solution-based approaches to solving problems
  • Level-headed decision-making and the ability to think on your feet
  • Specialized training in sales and/or customer service

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