Client Engagement Manager

Job Title: Client Engagement Manager

Location: Wokingham, UK

Salary: Competitive

Job Type: Permanent, Full-Time

Act as primary contact point for complex programs and delivery engagements that involve Professional Services, Development and/or T&V, as well as any third-party contributors liaise with the 3rd party and coordinate 3rd party delivery obligations with those of PRISYM ID. Establish/maintain high quality relationships with clients in coordination with Account Managers.

Additional responsibilities include client management and/or coordination with Account Management to establish and maintain high quality relationships with internal and external PRISYM ID customers. Lead program reviews with PRISYM ID Leadership Team, escalation management, steering group participation etc

Job Duties:

• Be a Trusted Business Partner for all engagements – placing the PRISYM ID customer at the forefront
• Be the primary client contact pre/post engagement
• Establish and maintain high quality relationships with PRISYM ID customers, facilitating communications and delivery of contracted obligations
• Ensure timely, effective, clear and concise communications at all levels internally and externally
• Contribute to creation of Statements of Work (SoW) for both on-premise and SaaS-based implementations
• Create program timelines based on milestones provided
• Ensure all SoW obligations are tracked, managed and achieved
• Communicate plans and progress to customers, ensuring project delivery milestones are aligned between all parties and corresponding responsible individuals meet their commitments and obligations for the program.
• Set and manage client expectations, handle escalations, engage Services Delivery, SW Development and/or T&V leadership to mitigate or communicate with customer
• Ensure internal review of deliverables is overseen and performed under the direction of the appropriate PS, Dev and/or T&V leadership before transmission to client
• Hold PS, Dev, T&V and/or 3rd party owners accountable in attainment of their committed program objectives and milestones
• Ensure program meeting notes and minutes are accurate, well organized and stored appropriately; consolidate and organize project artifacts created by all contributing groups, internal & external
• Implement a standardized communication plan, reports, dashboards for the active book of programs
• Adhere to defined quality management procedures while being a challenger and improvement driver of customer-facing documentation, process/procedure and communications to ensure high quality engagement outcomes
• Resolve and/or escalate issues in a timely fashion

About you

Knowledge, Skills and Experience:

• 5-10 years of experience in a professional services project or program level management or delivery leadership role
• Proven experience delivering a combination of COTS and custom software solutions to external customers, ideally with additional content or components provided by and/or coordinated with 3rd party entities
• 10+ years total industry experience

Qualifications:

• Previous working experience in a Software/IT professional services delivery capacity, either as a lead implementation consultant, project manager or delivery coordinator for small to medium sized projects (1-3+ people, 3-6+ months calendar duration)
• Proven ability to manage complex programs with budgets of up to £1 million or more, involving software services and product delivery, HW components and 3rd party integrators or software content

Person Profile:

A collaborative problem solver, owner and facilitator that unblocks challenges and has a positive impact on efficiency of delivery

• Strong people and team alignment skills with ability to “influence without authority” in order to get things done
• Focused on the end success of his/her efforts, able to operate independently, as a leader and as a coordinator of others
• Great communicator – written and verbal
• Strong team and commercial leadership skills
• Strength of character to gain the confidence of clients and to effectively represent the best interests of PRISYM ID
• Flexible working schedule as travel to both the USA and UK/Europe may occasionally be required together with conference calls with the colleagues in the UK/US during the offhours
• Valid UK or US passport or eligibility to obtain such required

Please click the APPLY button to send your CV for this role.

Candidates with experience or relevant job titles of; Membership Officer, Membership Assistant, Client Sevices Executive, Membership, Office Administration, Membership Development, Customer support, Membership Administrator, Membership Engagement Officer, Communications Officer, CRM, Communications Specialist, Customer Retention Specialist, Client relationship Advisor may also be considered for this role.