Associate Director - Client Management

Dow Jones•Gaithersburg, MD

2d•$125,000 - $155,000•Hybrid

About The Position

About the Role: As Client Services Manager, you will be responsible for managing customer projects as well as working closely with the Product Development and Sales teams to ensure our shrink-wrapped software modular solutions are implemented to project specifications and within budget. You will be responsible for delivering exceptional client service to our Axxis Software clients. You will also be responsible for developing new service offerings to increase usage and product adoption within our existing customer base. You will also utilize your Project Management and Customer Support expertise to assist clients in understanding how our solutions can be used to solve their business problems. You will report to the Client Management Director. About the Team: Axxis Software, by Oil Price Information Service (OPIS), a Dow Jones Company, is a leading provider of client/server and cloud-based software solutions designed to address downstream petroleum process automation when buying, selling and transporting fuel. With over 30 years experience fueled by our domain knowledge and intellectual property, Axxis has an extensive customer list representing Government Agencies, Fuel Suppliers, Wholesalers, Marketers, Farmers, Brokers and Convenient Store Retailers throughout North America. Our client list includes the top 200 oil companies, thousands of distributors, traders, government and commercial buyers of petroleum and renewable energy products. To find out more information, please go to our website www.axxispetro.com.

Requirements

Experience working with clients and sales to understand business requirements, define a conceptual solution and develop a robust Statement of Work
Project management and implementation methodology experience related to packaged and customized software solutions
No travel restrictions (role involves <25% travel)

Nice To Haves

SCM/ERP systems experience (a plus)
Knowledge of Web applications, Windows, SQL Server or Oracle DB (a plus)
PMP Certification and PMI training (a plus)

Responsibilities

Manage small-to-mid size and assist on large scale enterprise software implementation projects across client departmental boundaries
Manage the end-to-end installation, configuration, and implementation of our Axxis Enterprise on premise product offering (and planned Axxis SaaS solution)
Provide training and support as needed to customers
Obtain and maintain an in-depth understanding of our product features and functionality
Provide timely / informative responses and support to client inquiries
Utilize your Customer Support experience and knowledge to identify customer needs
Troubleshoot technical issues during implementation
Coordinate with the sales team regarding pre/post sales activities
Participate in the management and updating of various demo / test environments
Participate in software quality assurance and pre-release testing
Solicit client feedback to improve service, respond to clients' requests and product improvement ideas
Communicate with Product Specialists / Developers to identify and isolate problems
Serve as the “Owner” of key strategic accounts
Document and disseminate best practices including Statements of Work
Track and report time and expenses for your assigned projects
Improve profit margins and consultant utilization