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Vice President of Customer Engagement
Vice President of Customer Engagement
Reference
JBRQ0001153
Description
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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.
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
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
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
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
A successful candidate will have the opportunity to enroll in insurance and other role-based benefits for more information reach out to recruits@glidefast.com
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