Customer Success Manager
Emerson
Technical Engagement Manager
Irth Solutions
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Lead and manage end-to-end implementation of assigned software projects and maintain client communication
- Deliver projects within expected KPIs (on time and on budget)
- Gather client data post-sale to customize software systems
- Facilitate business-requirements sessions to evaluate priorities, feasibility, and guide to optimal solutions
- Lead system configuration sessions using Train the Trainer to create client subject matter experts
- Map client "as-is" processes to "to-be" within product(s); identify gaps and feature needs
- Document requirements: statements of work, process flow diagrams, wireframes, flow charts, and configuration documentation
- Plan, lead, organize, and control multiple project initiatives; conduct project reviews and contribute to executive reports
- Track project status and time entry using company systems; record customer communications for transparency
- Coordinate client enhancements with internal teams and upcoming development sprints
- Maintain close working relationships with technical team members and leads
- Establish and communicate ETAs for development projects and manage stakeholder expectations
- Collaborate with development teams to ensure user stories reflect technical design during sprint breakdowns
- Coordinate user acceptance testing and secure sign-off for new features
- Serve as Subject Matter Expert for assigned projects and perform other duties as assigned
Requirements
- Lead and manage the implementation of assigned projects from end-to-end, maintaining communication throughout the project to meet client expectations
- Complete projects within expected KPI’s - on time and on budget
- Meeting with clients following the sale of software packages to collect data and other information required to customize software systems
- Lead clients through business-requirements sessions to evaluate and determine priorities and feasibility and then guide clients to optimal solutions
- Lead clients through system configurations using a Train the Trainer approach to create Irth software subject matter experts within the client team
- Take client’s “as-is” Business processes and formulate the “to-be” process within our product(s); Identify gaps and new features as necessary
- Document requirements in the form of statements of work, process flow diagrams, and other artifacts
- Plan, lead, organize, and control multiple project initiatives through regular meetings, project status reports and maintaining great relationships
- Utilize the company’s systems to track and maintain accurate project status and time entry
- Record customer communication through the system, providing transparency regarding status
- Coordinate client enhancements with internal Irth teams on upcoming sprints
- Maintain close working relationships and communication cadence with matching technical team members and leads
- Work with internal Irth teams to establish ETA for planned development projects and manage impacted stakeholders through execution
- Take an active role in working with development team(s) to ensure defined user stories are reflected in their technical design
- Lead project planning sessions to coordinate staff and internal resources, incorporate risk mitigation, manage progress and adapt work as required
- Customize software systems based on clients’ individual needs and specifications
- Serve as the Subject Matter Expert for assigned Projects
- Utilize strong underwriting and product knowledge to support the review for content accuracy and intent
- Lead team through detailed system and business process analysis; ensure enhancements align with product strategy
- Create process flow and project documentation, including wireframes, flow charts, and system configuration documentation
- Coordinate user acceptance testing to secure sign-off of new features
- Perform other duties as assigned by an appropriate administrator or their representative
- Qualifications:
- Strong independent decision-making, organizational, planning and problem-solving skills
- Strong technical acumen and understanding of software development practice and procedures
- The ability to identify areas for improvement
- A self-starter with demonstrated commercial acumen
- Excellent written and verbal communication skills
- Strong organizational skills
- Ability to specify technical changes to technical/development teams
- Bachelor’s Degree in a related field preferred and 3 years of relevant experience, or 5-7 years’ experience in lieu of a degree
- Direct customer-facing and implementation delivery experience
- Ability to quickly learn new concepts and technologies and convert them into customer solutions
- Excellent oral and written communication skills
- Possess the ability to motivate and maintain effective working relationships
- Ability to rely on experience and judgment to plan and accomplish goals
- Experience managing others including contractors and suppliers
