Initialization Success Manager II

Position Description:

The Initialization Success Manager II employs, utilizes and enhances DataServ's proprietary SaaS initialization methodology. This position is accountable for managing client Initializations, internal projects and delivering outstanding client service.

The Initialization Success Manager II is responsible for collecting, coordinating and managing client communications during initialization as well as documenting and assisting with client change management and rollout plans. The Initialization Success Manager II assures communication of project details and specifics are always smooth and complete. This position interfaces with the Client Project Manager and all levels of the client organization to ensure superior client satisfaction.

The Initialization Success Manager II also collaborates with DataServ Client teams to complete initializations of DataServ solutions on budget. This position identifies, anticipates, and prevents problems and delays in the most positive way. The Initialization Success Manager II also works with the Sales team to facilitate account transition immediately following the sale.

The position reports to the Manager, Solution Delivery.

RESPONSIBILITIES:

Essential Functions

Initialization Process

• Acts as the primary liaison between DataServ and the Client during new initializations, moves, adds and/or changes.
• Drives the timely initialization of standard DataServ Solutions through the tailoring process.
• Develops, enhances and maintains DataServ's initialization project process through regular review and updates. Plan should be kept current with new methodologies for initializing clients efficiently and effectively.
• Maintains tools for oversight of the entire portfolio of current projects in the initialization process to identify issues, resource constraints and revenue recognition opportunities.
• Develops, enhances and maintains DataServ's Rapid Adoption Kit to enhance user adoption of DataServ's solutions through smooth change management practices and suggestions for clients.
• Develops, enhances and maintains the new client welcome packet which enhances user adoption of the DataServ solutions

Cross-departmental Interaction

• Works with DataServ Solution Delivery, Client Success, Infrastructure Technology Operations and Digital Mailroom departments to ensure all initialization steps are completed within the project budget and properly communicated to Clients.
• Insures and facilitates transition to Client Success upon live date by creating follow up steps and securing client acceptance of follow up plan, including a documented rollout plan, where appropriate. Works with the Client Engagement Specialist and Client Success Account Managers following new program initializations, including training, introduction of support staff, monitoring startups, and providing Client feedback to DataServ Management team.
• Supports Client Success on all ongoing projects involving client solutions (i.e. new sales, moves adds and changes, renewals, conversions, etc.) using scope of work, meetings, on-line web sessions and conference calls.

Client Communication

• Develops a thorough understanding of the client's business and their applications with DataServ. Learns and understands the organizational, social and political structure of each client served.
• Develops a working relationship with Client decision makers such that communication is facilitated for project success and needs.
• Adds value to each and every client experience with DataServ and the DataServ
• Facilitates internal and client meetings during all phases of the project.
• Works with client and DataServ team to define client project and documentation of service plan.
• Coordinates and synchronizes all subsets of the master project plan to maintain consistent communication and ensure complete, high quality solutions are delivered to clients.
• Develops and maintains proactive communication strategies to ensure strong working relationships with all Clients, including feedback to DataServ Management Team.
• Supports development of continuous improvement strategies which will yield superior client satisfaction by resolving issues or identifying improvement opportunities in service levels.

Sales and Marketing Support

• Interfaces with prospects as requested to create confidence in DataServ's initialization services.
• Assists the Sales team through participation in prospect meetings to demonstrate DataServ's initialization process and to create confidence.
• Identifies opportunities for additional account penetration through analysis of current practices, then relays this information to the Sales team.

Competencies

• Communication
• Teamwork / Leadership
• Problem Solving / Results
• Trust / Ethical Practice
• Cultural Awareness / Values
• Relationship Management
• Consultation

WORK ENVIRONMENT

This job operates in a professional office environment or can operate remotely. This role routinely uses standard office equipment such as computers, printers, telephones, photocopiers, and filing cabinets. As a Software-as-a-Service (SaaS) company, employee must be technically savvy with the ability to use the computer/keyboard to conduct business.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; talk or hear. The employee must occasionally lift or move office products and supplies up to 20 pounds.

POSITION TYPE/EXPECTED HOURS OF WORK

This is a full-time, exempt position with days of work Monday through Friday and with hours scheduled around core hours of operation. Occasional evening and weekend work may be required as job duties demand.

TRAVEL

Travel as needed to support new client initialization projects is expected for this position. Travel time expectation is less than 15%. If this position is remote and outside the St. Louis area, travel is anticipated 2-4 times per year to stay in touch with team members and the Manager.

REQUIRED EDUCATION/EXPERIENCE

• Bachelor's degree required.
• 4-6 years of project management experience in a technical (IT) environment.
• Experience working with external clients, preferably in a consulting environment.
• Must demonstrate the soft skills necessary to manage external client relationships.
• Technical analytical skills are required.
• Experience with time budgeting, forecasting, resource utilization.
• Experience with process development and analysis.
• Trained in the use of project management tools such as Gantt charts, Critical Path, Agile Development.
• Willingness to present all information timely to both clients and DataServ.
• Ability to coordinate and lead meetings effectively.
• Ability to set and maintain standards of professionalism and teamwork.
• Strong PC literacy.

PREFERRED EDUCATION/EXPERIENCE

• Advanced degree preferred.
• SaaS experience preferred.
• Experience with Liquid Planner, PowerPoint, Visio, Word and Excel, preferred.
• Training experience preferred, especially in technical and process-related areas.
• PMP Certification helpful.

ADDITIONAL QUALIFICATIONS

• Proven analytical thinking and problem-solving skills
• Must exhibit strong written, verbal and listening communication skills
• Ability and desire to thrive in a team-oriented, fast-paced environment

ESSENTIAL MEASUREMENTS

• Strong relationships with key Client contacts which provide important information about Client business activities which can help develop DataServ Sales programs, and also ensure support for DataServ programs at Client companies.
• Understanding of Client companies which provides strategic input for improving Client Support delivery.
• Written communication skills which support high quality documentation for DataServ procedures, Client Training and Client Success materials.
• Analytical and reporting skills which identify and succinctly frame critical issues for timely resolution by the DataServ Management Team.
• Professional conduct at all times which inspires confidence and respect among other DataServ team members.
• Organizational and time management abilities which promote optimal task execution by Client staff.

AAP/EEO STATEMENT

DataServ is an Equal Opportunity Employer/Vet/Disabled.

Current Openings for Initialization Success Manager II Jobs at DataServ Missouri