Position’s Contributions to Work Group:
- Day to day management of 5-7 Client Digital Support projects
- Overall client relationship management
- They will provide Product owners good data and insight to provide support data and applications.
- Project management related to onboarding new projects into the Client Digital Support team
- Ongoing project management of steady state support projects
- Analyze support data and identify trends
- Develop and conduct monthly business reviews with business partners and stakeholders
- Identify new scope opportunities and scope/quote as needed
- Manage budget for each support project (quarterly reviews, yearly quote refresh/development)
- Coordinate support complaints and associated communication
- Participate in quarterly PI Planning for Client Digital Support
Typical task breakdown:
- Project management and client relationship building for support projects. Each day brings new challenges in the support space. The overall goal is to work closely with our business partners to keep support efforts running smoothly. Managing risk, new scope, monthly refreshes, customer/dealer complaints, case outliers, etc to ensure a high performing team.
- **Position is remote hybrid in Peoria (highly preferred) or Chicago. Team is currently working in the office on Tuesdays with the rest of the week being remote. Candidates outside Peoria would come in to the closest office as needed.
Interaction with team:
- Paired up with 1 support engineer; but team they will with are 7 folks.
Work environment:
Hybrid
Education & Experience Required:
- Bachelors degree in any field plus 2-4 years of experience
- NO Degree requires equivalent job experience in account management (4-7 years exp total)
- Masters degree in any field or higher still requires 2-4 years of acct mgmt. experience
Technical Skills
(Required)
- Role requires a unique combination of skills: element of PM and account management and even more so the ability to analyst data and provide insight.
- Strong on data analyzation
- 2+ Account Management (aka Client relationship management) exp
- 1+ years in Project Management, fluent with PM methodologies (waterfall and AGILE)
- 1+ years exp in analyzing data and identifying trends
- 2+ years of MS PPT skills are important.
- medium level excel skills
(Desired)
- Previous experience in the support industry is preferred but not required
- Salesforce exp
- 2+ years exp with contact center
Soft Skills
(Required)
- Excellent communication skills
- Attention detail