Client Services Manager

hace 1 semana

Juárez Juárez Chih, México Entellux A tiempo completo

JOB DESCRIPTION ● PMP Certified (or similar 3+ yr min EM / PM experience)~ Strong communication skills, both written and verbal - ability to lead (and redirect as needed) a dynamic 2-way discussion with the customer specific to their project scope, requirements and questions ● Ability to lead a team and navigate / succeed in a weak matrixed organization with various internal stakeholders (mgmt, resource mgrs, partner ecosystem, shared services, services sales, SAs) all with different priorities. ● Finding new opportunities when there are misalignments in scope, budget, timeline, expectations, etc ● Ability to work with client executives and manage escalations and situations dynamically. Review Salesforce opportunity including SOW, QQ, services notes and assign resources included in salesforce account record Conduct internal KT with Account team (AE, CSM, TAM, Assist) Complete project setup tasks Project Google folder (to save all project collateral ~e.g. notes, recordings, sign-off emails, WSRs, etc.) Create initial project schedule & set up tool (Smartsheet/Asana/Google Sheets, etc.) Internal Slack channel Weekly internal delivery team meeting Conduct internal KT with Delivery team (validate scope & budgeted hours) Conduct Intro call with Customer PM (customer and project dependent) Schedule, prepare, conduct project Kick-off Set customer expectations (SOW review (including key assumptions), cancellation policy, escalation prossscess, change order process, on-hold process, WAR projects, WSR contents, etc.) Facilitate review of the project schedule with ZD Delivery and Customer teams Schedule & facilitate weekly project status meetings with Customer team Distribute agenda to Delivery and Customer teams work with ZD delivery team to determine who will own for each meeting Facilitate weekly internal ZD Delivery team meeting (can be done via Slack if sufficient) Escalate overallocation of resources to Delivery Managers* Prepare & send Weekly Status Report (include Customer, ZD Delivery, ZD Account teams) Review & confirm key project milestones (internally & externally) Update & publish project schedule weekly Coordinate dates with ZD Delivery team Manage changes to scope, budget, deliverables via Change Order process Distribute Testing Best Practices Overview Schedule & facilitate Testing Overview meeting Distribute updated Testing Workbook to Customer Project Team Promote Zendesk and look for expansion opportunities (increase scope, services, leverage all T&M budget, etc.) work with ZD delivery team to determine who will own for each meeting Plan & facilitate Cutover Checklist review meeting (include relevant Customer and ZD Delivery team members) Validate go-live plan with Customer and ZD Delivery teams work with ZD delivery team to determine who will own for each meeting Complete Project Closeout process including but not limited to: Salesforce Success Object (including CSAT survey) Conduct Internal Handoff with Account (AE, CSM, TAM, PSE) and Delivery teams (via slack or meeting as appropriate) Includes Delivery, Account, Pre-Sales teams

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