Client Solutions Manager

Buffalo, NY | Permanent

Post Date: 04/20/2017 Job ID: 778-S66-D Industry: IT Pay Rate: Negotiable

Job Summary:

  • The Client Solutions Manager (CSM) is responsible for meeting all of the business analysis and project planning needs for a definitive list of clients to whom they are assigned and is the single point of contact for clients whose business needs extend past the scope of services delivered by an Account Manager.
  • Clients vary widely and their needs span the entire spectrum.
  • Client needs range from very little due to our CRM satisfying all business needs "out of the box" after implementation to requiring extensive custom work in order for our CRM to fully support their business processes.
  • As such, the services you provide differs from client to client. The ever-present goal, regardless of the client, is for you to be our subject matter expert (SME) on your assigned clients.
  • As a Business Analyst (BA), your tasks will include performing needs analysis, documenting business requirements, developing/reviewing program specifications, managing/participating in software acceptance and usability testing, and developing custom ad hoc reports and business intelligence dashboards for clients.
  • The BA interacts with client representatives and other stakeholders to understand business requirements and works with software developers to arrive at the best means of meeting those requirements.
  • A wide degree of creativity and latitude is expected. Your responsibilities also include assisting cross-function teams to grow and manage our products and services businesses.
  • You will work directly with other SME's within the company in order to ensure the successful outcome of projects and/or client engagements and to drive product and services revenue streams.
  • This highly visible position will frequently interface with clients and other key client staff to understand their business needs and discuss potential solutions we can provide to meet their needs.
  • As a Project Manager (PM), your primary role is to successfully shepherd substantial, multi-faceted, projects to their completion.
  • For existing clients, projects can be large-scale customizations, vendor application integrations and/or a focused effort to expedite and manage the completion of a large number of individual smaller-scale requests.
  • On-boarding a new client is always considered a project.
  • You will be accountable for planning, staffing, implementing, controlling, closing and transitioning projects to our Client Services team.
  • This entails the oversight of specific time-sensitive projects that have a beginning, an end and defined deliverables with a finite budget.
  • You will be required to coordinate resources including any and all of the following players: project sponsor, stakeholders, key client contacts, internal and external SMEs, product owner, developers, other business analysts, third-party vendors and/or consultants.
  • With directives from project sponsors and stakeholders, and input from project team members, you will need to perform a wide variety of tasks including defining project objectives, creating and maintaining plans and schedules, heading regularly scheduled meetings with your team, fostering communication between all team members, attaining resources, calculating metrics, reporting on progress and overseeing quality control throughout the duration of your projects. In addition, you will identify, assess and minimize project risks to successful project Go Live.
  • Professionalism, problem-solving acumen, creativity, agility and flexibility is expected in this position.
  • The ability to learn new and perpetually changing software technologies from the end-user perspective, conceptually understand database structures, and employ evolving project management best-practices is also required.
  • The Client Solutions Manager must be dependable, conscientious, possess the ability to interact effectively and harmoniously with other people and have a passion for helping others. This position provides the opportunity for an experienced, self-motivated, high achieving individual to showcase their skills and expertise.
  • CSM's also act as “Scrum Master” for the development team. The Scrum Master role is a peer position and acts as champion, guardian, facilitator and scrum expert. In this role, you will be responsible for proper backlog delivery order and ensure timely accurate product deliveries. You will be accountable for the removal of roadblocks that keep your team from completing their work on time.

Key Business Analysis Responsibilities include:

  • Interfacing with clients, vendors, management, client services and software engineers to understand their business needs and translate those needs into software requirements and user stories
  • Developing business requirements using quantitative and qualitative methods to discover and understand client needs; perform system analysis including translating business requirements into technical program specifications
  • Using structured methodologies to research, evaluate, analyze, and recommend new processes and technologies.
  • Managing the client acceptance testing protocols that identify usability or functional issues during the software development cycle.
  • Using our business intelligence reporting tools to create custom dashboards, reports and ad hoc queries for clients.
  • Managing the usability testing protocols to help us better understand ways to improve the experience of clients using our software products.
  • Learning new application features and functionality as new releases become available.
  • If not already performing the role of the Scrum Master, working closely with the Scrum Master to learn the role and serve as alternate when needed on any software development projects.
  • Participating in internal training and provide application expertise to other departments, especially in the area of new features and functionality.
  • Participating in development of product support materials, including: internal documentation, videos, end user documentation, training materials, services packaging and templates and content for marketing materials.
  • Staying apprised of innovative technologies and solutions, and work with program manager to research and evaluate new product ideas.
  • Performing other duties as required by the Director of Client Solutions

Key Project Management Responsibilities include:

  • Accurately determine, assign, track and manage project task, activity, documentation and time information per internal standards
  • Defining the scope of the project in collaboration with the project sponsor, project stakeholders, SME's, and key client contacts
  • Creating a detailed work plan and schedule which identifies and sequences the activities needed to successfully complete the project
  • Determining the resources (time, money, equipment, etc.) required to complete the project; adhere to a specified budget
  • Reviewing the project schedule with stakeholders and all other staff that will be affected by the project activities; revise the schedule and submit change orders as required
  • Determining the objectives and measures upon which the project will be evaluated at its completion In collaboration with departmental managers, staffing the project
  • Being an effective and resourceful Scrum Master or serving as an alternate when needed
  • In consultation with project stakeholders and departmental managers, selecting staff with appropriate skills for the project activities
  • In collaboration with departmental managers, managing project staff to ensure adherence to deadlines and quality control
  • Ensuring that all project personnel receive an appropriate orientation to the scope and objectives of the project Implementing the project
  • Executing the project according to the project plan
  • Developing forms and records to document project activities
  • Setting up internal files to ensure that all project information is appropriately documented and secured
  • Monitoring the progress of the project and making adjustments as necessary to ensure the successful completion of the project
  • Establishing a communication plan to update stakeholders and other appropriate staff in the organization on the progress of the project
  • Interfacing with clients, vendors, management, analysts, IT, client services, client education and software engineers actively and regularly throughout the course of the project
  • Reviewing the quality of the work completed with the project team on a regular basis to ensure that it meets the project standards
  • Writing various reports on the project for stakeholders
  • Monitoring and documenting all budgeted project expenditures
  • Remaining in budget; re-prioritizing in-jeopardy budgets
  • To ensure accurate billing, confirming that all work-log records from all project participants are submitted on time and correctly
  • Ensuring that the project deliverables are on time, within budget and at the required level of quality
  • Evaluating the outcomes of the project as established during the planning phase
  • Reflecting on project outcomes to improve processes for future projects
  • Completing other project-related responsibilities as required
  • Performing other duties as required by the Director of Client Solutions
  • Some travel is required.

The ideal candidate will have the following characteristics:

  • Bachelor's Degree or Master's (graduate) degree in a technical or business discipline, or a related field of study
  • Understands and has applied requirements development methodologies for software projects
  • Experienced in using structured methodologies to research, evaluate, analyze and recommend new processes and technologies
  • Understands the software development process
  • Strong project management skills and ability to instill project management discipline through program planning / execution process
  • PMI Project Management Professional (PMP)® Certified is a plus
  • 2 or more years proven project management experience; ideally software implementation or technology-related projects
  • Experience working with nonprofit, fundraising, direct marketing, or volunteering for a nonprofit is a plus
  • Experience using CRM systems or other database applications
  • Strong ability to learn new software technologies from the end-user perspective a must
  • Understands Scrum process and Agile Methodologies
  • Must have exceptional written and verbal communication skills; non-negotiable
  • Effective planning and organization skills; able to work on multiple projects
  • Ability to rapidly adapt and respond to changes in environment and priorities
  • Able to coordinate cross-functional teams
  • Comfortable and confident leading meetings and delivering presentations (in person and remotely) for both internal and external audiences
  • Highly proactive with regards to risk and time management
  • Strong aptitude for maintaining positive and effective relationships with stakeholders, and to manage and control stakeholder expectations; capable of delivering good and challenging news with the same level of comfort
  • Solid critical thinking and problems solving skills
  • High proficiency in Microsoft Office products as well as other tools
  • Proficient in Google Apps, as well as other software tools such as GoToMeeting and wiki-style knowledge-bases; experience with using project management applications a plus
  • Has a genuine passion for helping people and working in collaboration with a team
  • Experience using database tools and 4GL query languages (i.e. SQL)
  • Experience using commercial business intelligence tools (e.g., Business Objects, Crystal Reports, JasperSoft, etc.)

 


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