Technical Solution Manager
1 month ago
Job Summary
At Angel and Genie, we are seeking a highly skilled Technical Solution Manager to lead our cloud technology solutions team. The ideal candidate will have 10+ years of experience in delivery management or project management, preferably with EDI integration products.
Key Responsibilities
- Provide a single point of contact and accountability to customers for all Managed Services related matters.
- Proactively work with customers to provide a seamless service.
- Ensure all services are delivered according to the contract.
- Handle escalations for delivery and act as a client advocate to ensure consistent service and ongoing satisfaction with standard processes.
Project Management
- Manage all onboarding and change requests to ensure continuity and communications.
- Manage projects from a scope, cost, and time management standpoint.
- Assign tasks for timesheet entry and timesheet approval.
Client Meetings/Communications
- Communicate effectively to clients and facilitate structured meetings.
- Organize client meetings at mutually agreed upon times and frequency to discuss new and existing change requests and onboardings, discuss any issues with the delivery process and corrective actions, consult clients on potential and new projects, and ensure contract compliancy.
Reporting
- Deliver standard and/or contractual SLA reports to customers.
- Manage the operational aspects of monthly/quarterly Business Reviews with clients.
- Problem trends, strategic direction, change request performance.
Escalation Management
- Ensure the client's solution is running as expected.
- Act as an advocate for the client by getting the right level of attention brought to the client's issue.
- Put together improvement plans to resolve recurring issues on the customer's behalf.
Requirements
- Bachelor's degree in computer science, Management Information Systems, or related field.
- 5+ years of delivery management or project management experience, preferably with any of the EDI integration products.
- Overall 10+ years of experience.
- Good understanding of support systems and working of a support organization.
- Project Management Professional (PMP) certification preferred.
- Must be well organized and detail oriented.
- Demonstrated experience delivering cloud-based technology solutions.
- Exceptional stakeholder management and executive presentation skills.
- Skilled with interacting and coordinating across multiple business and technical teams.
- Ability to manage a portfolio of multiple customers concurrently.
- Ability to build strong, long term client relationships.
- Strong communication and client facing skills.
- Analytical and problem-solving skills.
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