Director of Client Success

TMA Systems

94d

About The Position

The ideal candidate for this role will be strategically minded, an influencer, a driver for change and will be focused on business performance with metrics driven outcomes. This individual will need to deploy a flexible analytical skill set, hold teams and individuals accountable to critical deadlines, foster a collaborative cross functional approach to projects, and address operational challenges as they arise. The Director of Client Success will be a strong people leader and will help mentor and develop the consulting members on their team.

Requirements

• Bachelor’s degree and a minimum of 3 years of experience in the project/program management space leading cross-functional teams to deliver strategic initiatives and emerging needs.
• Advanced knowledge of project management best practices and strong organizational skills.
• Proven track record of collaborating with clients and engineers to deliver custom enhancements to software applications.
• Ability to influence executive and senior management leadership and set expectations for major cross-functional initiatives.
• Ability to leverage organizational change management practices to drive successful business outcomes.
• Ability to consistently show good judgment, critical thinking, and creative solutioning.
• Ability to create impactful business cases.
• Ability to manage multiple team members all balancing competing client objectives.
• Working knowledge of large server-based applications and typical Microsoft Office applications.
• Excellent interpersonal skills and professional manner.
• Excellent communication skills.

Nice To Haves

• PMP and CCMP certifications or equivalents are a plus.

Responsibilities

• Experience managing a team of professional services consultants who deliver software application consulting services to a wide range of clients.
• Part of the consulting services delivered by their team include the development of custom software enhancement specifications.
• Meet with clients to understand business requirements, document those requirements in the form of custom specifications, collaborate with engineering to develop cost proposals, and then work with engineering to test, document and deploy the customizations purchased by clients.
• Successfully onboard new clients to the Facil-IT 3.0 application.
• Lead teams working with new clients in implementing off-the-shelf software.
• Coach a consulting team on how to apply appropriate project management methodologies to ensure successful completion of client’s business objectives.
• Manage the utilization of the team to ensure financial revenue targets are met.
• Manage a team of client support resources who provide technical support on how the software application is best utilized.
• Maintain high levels of client satisfaction both through support and consulting services.
• Communicate team progress, risks, expectations, milestones, and other key performance metrics to the key stakeholders throughout the organization.
• Establish collaborative relationships to achieve objectives.
• Recommend improvements to established business processes while continuing to deliver high value in execution.
• Build relationships of trust across functions and organizations; collaborate effectively across teams to define strategy, goals and commitment to timelines and deliverables.
• Anticipate the needs, risks, and challenges of facing consulting team members.
• Other duties as assigned.

Benefits

• Hybrid/remote work environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Bachelor's degree
• Number of Employees: 101-250 employees