Job Description
Customer Engagement Management/Delivery
Location: Pittsburgh, PA
We are seeking a Customer Engagement Manager to manage delivery and customer relationships for a large portfolio.
Job Description:
As the Customer Engagement Manager, you will be responsible for overseeing the portfolio from project delivery, sourcing, and financial perspectives. You will ensure robust governance and improve efficiencies while focusing on customer relationships and engagement to provide solutions leveraging technology. You will work closely with the client’s IT and business teams to align with their strategy and develop a roadmap that delivers results.
Your responsibilities will also include ensuring delivery commitments by working closely with teams across the organization, defining delivery plans, estimates, and risk management. You will manage and monitor status reporting, track deliverables, and allocate resources across the portfolio. In addition, you will ensure that program/project managers meet established schedules, resolve technical and operational issues, and accomplish delivery goals towards contract commitments. You will be responsible for people care, including training, performance oversight, performance feedback, assessments, performance improvement planning, and oversight.
Experience:
We require over 15+ years of experience in an engagement leadership capacity, managing engagements with onsite, offshore, and near-shore delivery models, for a portfolio of 250 – 350+ FTEs. You must possess the ability to combine functional and technical skills and modern delivery practices to ensure desired outcomes for the customer in terms of quality, schedule, and budgets. Knowledge and understanding of Agile methodologies and identification and implementation of continuous improvement programs are essential. You must also have the ability to establish a strong working relationship with customers, work effectively to lead and be part of a virtual and dispersed team, and ensure delivery milestones. Strong people management skills, bringing teams together, identifying and nurturing talent, and creating solutions, and coordinating preparation of proposals with technology and domain SMEs are also required.
Technical Areas:
We require experience and knowledge of handling engagements in cloud-native technologies. Solutioning of application rationalization and consolidation in an M&A scenario and solutions comprising of optimized application development and integration of global, regional, country-level capabilities are essential.
Behavioral Skills:
You must have effective interpersonal, team-building, and communication skills.
What’s in for you?
This is a fantastic opportunity to build technical excellence, understand business performance and nuances, and keep abreast of the latest happenings in the technology world. You will enjoy a satisfying work-life balance, work with a team that consistently sets benchmarks for other deliveries in terms of high CSATs, project completion on time, and being one of the best teams to work for. You will have an open and transparent culture along with freedom to experimentation and innovation.