What are the responsibilities and job description for the Engagement Manager, ECS Delivery position at Tom McLeod Software Corp?
The ECS Engagement Manager will function as the service leader for the entire Project/Implementation for customers. Throughout the project the ECS Engagement Manager will build and maintain customer relationships while providing. This position is ideally suited for a dynamic individual who has a sense of ownership and initiative as well as a passion for customer service, building long-term relationships, and being a customer advocate.
What You'll Be Doing (Responsibilities):
- Responsible for scope, budget and timeline management.
- Achievement of business goals enabled through product implementation.
- Provide Pre-Sales and Solutions architecture support as needed – Scoping of engagements, discovery visits, business process reviews, process and software gap analysis, value engineering studies, demos, Investment ROI Analysis (CAPEX and OPEX), service estimates, proposal creation/presentation, contract reviews.
- Lead the delivery of product implementations while ensuring customer’s business results, budget, schedule and timeline expectations are exceeded.
- Research and troubleshoot technical issues related to the McLeod application environment utilizing internal resources, including recorded and/or written documentation, other staff, 3rd-party product partner contacts and/or by running diagnostic programs and evaluating stack trace information.
- Work closely with other leaders to execute successful, profitable project management. Stay informed of statuses for open support items and communicate updates directly to customers throughout the resolution of issues related to general instructional or technical support.
- Generate reports for senior management within McLeod.
- Document all activities within work order record in McLeod's operational system.
What You'll Need (Requirements):
- Bachelor's Degree preferred and/or combination of experience.
- PMP Certification is a plus.
- Minimum of 2 years of experience providing customer service for enterprise software in a fast-paced environment.
- Working knowledge of SQL scripting and one or more of SQL Server, ORACLE, DB2, or Informix databases.
- Ability to work independently, as a member of a team and leveraging external resources as needed.
- Ability to quickly learn and retain complex concepts, through self-directed and instructor-led training.
- Proven abilities analyzing and assessing business needs and cross-system impacts; employing effective project management throughout the software development life cycle; and experience clearly documenting, explaining and communicating technical issues, both in writing and verbally, maintaining standards of excellence in customer care and the customer experience.
- Experience in the transportation or logistics industry, especially the less than truckload (LTL) sector and experience with transportation management systems (TMS) are preferred.
- Agile/Scrum experience is a plus.
- Ability to work a flexible schedule as needed and travel up to 10%.
Why McLeod?
At McLeod Software, we believe that our employees are our greatest competitive advantage. Each employee contributes directly to McLeod Software’s growth and success. With over 650 full-time team members, we’re still growing while staying true to who we are. Our priorities stay where they belong: with our employees, our customers, and the continued growth of our business. When you join McLeod, you’re joining a company that’s built for the long haul—with a clear vision, strong leadership, and a commitment to investing in our people.
Equal Opportunity Employer
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