Vice President of Customer Engagement

Vice President of Customer Engagement

Description

As the Vice President of Customer Engagement with GlideFast Consulting, you will lead the Customer Success team, establish and maintain relationships with client stakeholders, and monitor the progress of the projects; ensuring their timely implementation and completion. You will actively participate in stakeholder interactions, conferences, training programs, and provide feedback to Engagement Managers to facilitate their growth. This position serves as a team leader and the main point of contact for any major issues.

You will provide oversight and management of resources, as well as scope, schedule and cost related to projects. Utilizing best practices for effective project management, you will lead project management and operational support activities to define work schedules and assignments, review deliverables, manage discrepancies and communicate effectively with the customer and team.

Responsibilities

PRIMARY RESPONSIBILITIES:

Defines and develops project/program management best practices, processes, and policy to ensure alignment with corporate strategy and goals.

Ensures that effective engagement management governance, procedures, tools and financial controls are established and maintained.

Develop and manage relations with key client stakeholders.

Work in partnership with clients to provide best practice solutions in order to meet their business objectives

Provide oversight and management of scope, time and schedule on assigned projects

Develop Work Breakdown Structures and full project plans.

Update resource plans on a regular basis as directed by management

Ensure project collateral is delivered to the client in a timely manner and centrally stored. This includes, but not limited to, pre-implementation checklists, kick-off meeting and workshop presentation decks, project plans and meeting agendas/notes.

Collaborate with solution consultants, business process consultants and developers to deliver solutions to client

Direct discovery workshops at client site and/or remotely to validate requirements for engagement

Be a trusted advisor to the customer through understanding their existing and future needs to drive the ServiceNow solution

SECONDARY RESPONSIBILITIES:

Define operational metrics for team and establish system for tracking metrics

Create cadence for review within team

Review and approve, when applicable, team member’s PTO requests and expenses

Plan and perform bi-annual Employee Performance Reviews to delivery team

Build on current platform knowledge by learning new modules and broadening skillset.

Continue learning service delivery solutions, technologies and methodologies.

Support organization maturity efforts

Provide interview support to the recruiting team as needed

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Qualifications

SUPERVISORY:

Manage Director of Customer Success

REQUIRED SKILLS/EXPERIENCE:

5+ years of related experience in a consulting position, managing professional service engagements

Working expertise with Agile required

Working expertise of ITIL is required

Proven ability in leading implementations of (3) or more ServiceNow Mainline Application(s) (ITSM, ITBM, CSM, HR, ITOM, etc.) is required

REQUIRED SOFT SKILLS:

Strong empathy for customers AND passion for revenue and growth

Deep understanding of value drivers in recurring revenue business models

Analytical and process-oriented mindset

Demonstrated desire for continuous learning and improvement

Enthusiastic and creative leader with the ability to inspire others

Excellent communication and presentation skills

Ability to handle multiple tasks at once

Strong organizational skills and a detail oriented mind-set

Maintain professionalism and an uninterrupted work environment during all company meetings and interactions

EDUCATION:

Minimum of a Bachelor's degree or equivalent in a related field

Agile v3 Certification strongly preferred

SAFe Scrum or SAFe Agilist Certification strongly preferred

ServiceNow Mainline Certifications are a plus

Reference

JBRQ0001153

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info@glidefast.com

(339) 999-2190

444 Washington St, Suite 405
Woburn, MA 01801

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