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Customer Engagement Manager

In Virginia / United States

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Customer Engagement Manager   

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JOB TITLE:

Customer Engagement Manager

JOB TYPE:

JOB SKILLS:

JOB LOCATION:

Herndon Virginia / United States

JOB DESCRIPTION:

Customer Service Representative
PayRate: $45.00/HR

CorTech is looking to hire a Customer Engagement Manager in Herndon, VA.


Customer Engagement Manager II:
Mission of the Position
We’re looking for a talented Customer Experience Manager II to be a key member of the Customer Experience team. The ideal candidate will be a product and solutions expert that can manage the logistics of onboarding and training SkyBitz small to large scale customers. This position requires strong customer facing skills to manage implementation resources and to provide value added training and consulting services while managing customer engagements.
The primary responsibility of this position is to lead successful software and hardware deployments, meeting timeline requirements, and managing all aspects of the software’s implementation lifecycle including solution definition, requirements gathering, detailed design, software development and configuration, testing and deployment. Additionally, the CEM II will act as first line contact across the company and customers for all product training, both virtually and in-person, tailored for SkyBitz customers, end-users and train-the-trainer.
Duties and Responsibilities
• Work with customers and partners to develop solutions using SkyBitz offerings to accomplish their M2M and Fuel movement objectives.
• Build well-structured project plans that align with the contracted scope of work by establishing an understanding of project timelines, milestones, and delivery expectations.
• Manage project budget and burn rates against statement and scope of work
• Document and deliver clear, complete technical training, virtually and in–person, to include all product hardware and software installations and maintenance and use cases by vertical market.
• Create training curriculum based on existing customer needs, projected product launches, software changes, and other factors.
• Facilitate working sessions and meetings required to drive customer requirements, communicate status and/or support risk mitigation strategies.
• Collaborate with Sales, Engineering, Product Management and Marketing to obtain information required to develop training materials on all aspects of the solution.
• Work with internal resources to update/create end-user online self-directed training materials. Develop training process to include accurate, up-to-date messaging, product details and common use cases.
• Incorporate motivating, creative, and interactive training techniques to enhance the training experience, in an effort to maximize customer use and improve retention.
• Train internal SkyBitz Technical Support team on product functionality and features.
• Provide direction to project resources (internal and external), monitor development efforts, assemble key project deliverables, and identify issues that require escalation
• Provide product feedback (customer requirements, product shortcomings, enhancements, etc.) to product management and/or engineering.
• May act as Sales Engineer for SkyBitz sales team as needed.
• Provide technical support for tradeshows when needed.
• Acquire detailed knowledge of all SkyBitz products and services to deliver customer implementations successfully, acting as the trusted advisor
.Required Skills, Abilities & Knowledge:
• 5+ years of application software implementation and/or management consulting experience in applying technology to meet customer needs.
• 5+ years of Program/Project management skills and experience (work estimates and estimating models).
• Excellent analytical and project management skills.
• Ability to manage customer expectations in complex situations as well as align best practices.
• Ability to manage multiple customers and projects/tasks simultaneously.
• Proven ability to manage training programs and initiatives for various product lines.
• Full software implementation life cycle experience that include COTS.
• Must be self-managed and able to develop and maintain their schedule and priorities.
• Ability to understand complex solutions and concisely articulate the value propositions in such a way that is easily understood by target audiences.
• Possess excellent oral and written communication skills and the ability to deliver stand-up presentations to internal and external audiences.
• A motivated and results-oriented trainer and team player with the demonstrated ability to focus on details and be able to tell and present the SkyBitz and Telular story.
• Demonstrated ability to work closely with customer experience, sales, engineering and marketing to develop training programs and materials in support of the sales environment and sales cycle.
• Ability to wear multiple hats (Project Manager, Training Manager, and Consultant).
• A hands-on technical trainer with a successful record developing and delivering highly technical product training programs.
• Must be able to develop materials that depict examples of our hardware and software solutions.
• Travel to customer sites as required.
• PMP Certification, preferred
• Background in telecommunications, information technology, software and understanding in the IoT/M2M industry preferred.

Position Details

POSTED:

Jul 25, 2021

EMPLOYMENT:

INDUSTRY:

SNAPRECRUIT ID:

S162048617411911535

LOCATION:

Virginia / United States

CITY:

Herndon

Job Origin:

Jobsrus_organic_feed

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In Dallas Fort Worth
Aug 19, 2017 9am-6pm
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Customer Engagement Manager    Apply

Click on the below icons to share this job to Linkedin, Twitter!

Customer Service Representative
PayRate: $45.00/HR

CorTech is looking to hire a Customer Engagement Manager in Herndon, VA.


Customer Engagement Manager II:
Mission of the Position
We’re looking for a talented Customer Experience Manager II to be a key member of the Customer Experience team. The ideal candidate will be a product and solutions expert that can manage the logistics of onboarding and training SkyBitz small to large scale customers. This position requires strong customer facing skills to manage implementation resources and to provide value added training and consulting services while managing customer engagements.
The primary responsibility of this position is to lead successful software and hardware deployments, meeting timeline requirements, and managing all aspects of the software’s implementation lifecycle including solution definition, requirements gathering, detailed design, software development and configuration, testing and deployment. Additionally, the CEM II will act as first line contact across the company and customers for all product training, both virtually and in-person, tailored for SkyBitz customers, end-users and train-the-trainer.
Duties and Responsibilities
• Work with customers and partners to develop solutions using SkyBitz offerings to accomplish their M2M and Fuel movement objectives.
• Build well-structured project plans that align with the contracted scope of work by establishing an understanding of project timelines, milestones, and delivery expectations.
• Manage project budget and burn rates against statement and scope of work
• Document and deliver clear, complete technical training, virtually and in–person, to include all product hardware and software installations and maintenance and use cases by vertical market.
• Create training curriculum based on existing customer needs, projected product launches, software changes, and other factors.
• Facilitate working sessions and meetings required to drive customer requirements, communicate status and/or support risk mitigation strategies.
• Collaborate with Sales, Engineering, Product Management and Marketing to obtain information required to develop training materials on all aspects of the solution.
• Work with internal resources to update/create end-user online self-directed training materials. Develop training process to include accurate, up-to-date messaging, product details and common use cases.
• Incorporate motivating, creative, and interactive training techniques to enhance the training experience, in an effort to maximize customer use and improve retention.
• Train internal SkyBitz Technical Support team on product functionality and features.
• Provide direction to project resources (internal and external), monitor development efforts, assemble key project deliverables, and identify issues that require escalation
• Provide product feedback (customer requirements, product shortcomings, enhancements, etc.) to product management and/or engineering.
• May act as Sales Engineer for SkyBitz sales team as needed.
• Provide technical support for tradeshows when needed.
• Acquire detailed knowledge of all SkyBitz products and services to deliver customer implementations successfully, acting as the trusted advisor
.Required Skills, Abilities & Knowledge:
• 5+ years of application software implementation and/or management consulting experience in applying technology to meet customer needs.
• 5+ years of Program/Project management skills and experience (work estimates and estimating models).
• Excellent analytical and project management skills.
• Ability to manage customer expectations in complex situations as well as align best practices.
• Ability to manage multiple customers and projects/tasks simultaneously.
• Proven ability to manage training programs and initiatives for various product lines.
• Full software implementation life cycle experience that include COTS.
• Must be self-managed and able to develop and maintain their schedule and priorities.
• Ability to understand complex solutions and concisely articulate the value propositions in such a way that is easily understood by target audiences.
• Possess excellent oral and written communication skills and the ability to deliver stand-up presentations to internal and external audiences.
• A motivated and results-oriented trainer and team player with the demonstrated ability to focus on details and be able to tell and present the SkyBitz and Telular story.
• Demonstrated ability to work closely with customer experience, sales, engineering and marketing to develop training programs and materials in support of the sales environment and sales cycle.
• Ability to wear multiple hats (Project Manager, Training Manager, and Consultant).
• A hands-on technical trainer with a successful record developing and delivering highly technical product training programs.
• Must be able to develop materials that depict examples of our hardware and software solutions.
• Travel to customer sites as required.
• PMP Certification, preferred
• Background in telecommunications, information technology, software and understanding in the IoT/M2M industry preferred.


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