Client Manager
Position Profile:
The Client Manager is the central point-of-contact for the client in all-operational related issues throughout the engagement lifecycle.
The Client Manager is responsible for the successful delivery of pre-sales, project and support initiatives in accordance with KSS’s standard methods of operation, commercial agreement, and the unique requirements defined and agreed with the customer. In this capacity, the Client Manager will:
- Interact closely with the Client to proactively manage time, resources, and costs to effectively deliver the solution to the client.
- Act as Project Manager to produce the project documentation (e.g. PDD, plans, risk logs etc.) and manage/report progress as agreed and documented by KSS and the customer.
- Validate/sign-off all client business requirements on behalf of KSS with respect to the project.
- Interface with customer before/after contract agreement to allow a smooth transition from start-up to production support/maintenance.
- Influence product integrity, stability, revisions, and evolution based on customer feedback.
- Build, manage and deliver effective project metrics (e.g. results of trials, project cost vs. budget) and post implementation initiatives.
- Proactively understand the client in order to facilitate consultancy opportunities and identify further sales opportunities to enhance the value of the client portfolio.
Reporting directly to the Vice President of Operations, within the particular country and division they are assigned to, the client manager is responsible for organising and scheduling the resources assigned to the projects under their supervision. However where the need dictates the client manager will responsible for managing and conducting all the activities within the project. This role is dynamic and the ideal person has a prior or current technical background including data analysis, databases, operating platforms and XML with the ability to source and extract information but also manage the project and act as the primary interface to the client. The client manager will also have shared responsibility within professional services for managing first line support.
Principal Accountabilities:
- Provide, as required, pre-sales technical support to the sales team in the form of product presentations, qualifying client readiness, their pricing process and in identifying gaps between the proposed solution set and the client’s stated needs.
- Assist in defining the scope, costing and scheduling of chargeable customer work packages.
- Ensure delivery of KSS’s obligations to the client as per contractual agreements, in line with KSS’s standard methods of operating and best practices.
- Deliver maximum profitability in all initiatives and manage revenue recognition in a timely and effective manner within the constraints of the commercial agreements in place.
- Communicate clearly within the organisation regarding progress, issues and opportunities that arise during engagements with clients.
- Manage the impact and dissemination of all changes affecting the project by use of structured change control procedures.
- Conduct post implementation reviews to provide a statement as to the relative success of all aspects of the project and make recommendations as to how future projects can be improved by the lessons learned.
- Assist in the delivery of first line support to clients as required.
- Utilize and contribute to the support knowledge base to improve turnaround time in diagnosing issues through documenting and communicating in such areas as "how-to" documents, white papers, system requirements, step-by-step procedures, and common error messages.
- Work closely with the development team to create detailed specifications for new software developments/enhancements as identified during projects.
- Provide feedback to the Product Development Manager and Requirements Manager(s) to support product vision – help define and maintain the functional roadmap that balances short-term project needs with longer-term product goals.
- Work with the Test Lead to create test plans and perform User Acceptance Testing (UAT) to ensure all software releases and patches are “production ready” before installing on the customer’s live system.
- Develop and manage effective working relationships with other departments, groups and personnel with whom work must be coordinated or interfaced.
- Attend meetings as required to communicate clearly and effectively with other departments and with customers during the project engagements.
- Work with various line managers to reconcile conflicts (i.e., contention between business units for scarce resources, policy disagreements, or requests for unplanned or non-standard projects).
- Where required, adopt flexible work time schedules and perform after-hours “standby” duties on a rotational basis.
- Act as a mentor to other new Client Managers and resource assigned to their projects.
Position Requirements:
- Excellent Project management experience gained in a commercial software delivery environment delivering to an external client base.
- Good SQL and data analysis skills.
- High degree of oral and written communication skills.
- Strong relationship management skills and the ability to make senior-level presentations.
- Strong time management skills and the ability to respond well to time pressures and deadlines.
- The ability to reconcile and prioritise resource requests from many sources.
- Relevant Industry experience (Petroleum/Retail Grocery) preferred.
- Degree in IT or Analytical subject preferred
- Prepared to travel extensively, including time away from home
For career enquiries please contact us at the following email address: careers@kssg.com