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Customer Engagement Manager - Enterprise Software

Closing date
11 Apr 2021

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Technology & New Media
Contract Type
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Job Details

The Company

Our client is a global technology business with a presence in over 90 countries. They offer products, systems & software solutions to the global energy industry and have been leaders in innovation for over a century. With a customer-base across multiple industries including Energy, Utilities, Industrial and Transportation and almost 40,000 employees, they are committed to making energy more accessible, affordable & sustainable for millions of people globally.

This division of the business provides a comprehensive offering of information, advisory, and enterprise software applications to support energy market participants and market operators to assess infrastructure investments such as new power stations and transmission lines, as well as provide critical information and systems to support energy operations.

The Role

As Customer Engagement Manager, you will be responsible for creating, ensuring and delivering a positive customer experience whilst managing key stakeholder relationships throughout the project delivery lifecycle. This will involve identifying, understanding and developing Software cross-sell and up-sell opportunities throughout the account, whilst actively developing key relationships across all levels to successfully ensure project deliverables are achieved. You will work closely with both the customer and software development teams throughout projects, ensuring customer expectations and requirements are managed and converted into mission-critical software solution delivery in line with commercial and technical requirements.

Provides leadership to on-site staff and regional delivery centre staff creating a culture that is customer focused, demonstrates a sense of urgency, and takes pride in customer success
Works proactively to set customer expectations to assure the acceptance of the project deliverables and to enhance long-term customer satisfaction
Acts proactively to avoid/minimize risk and turn challenges into opportunities
Understands project contracts thoroughly, uses this knowledge to negotiate or to assist in customer negotiations and utilizes terms and conditions.
Creates effective reports (status/progress) to all stakeholders with appropriate level of detail for desired understanding of the true project status and what needs to be done to accomplish the projects goals and objectives
Participates in and presents status in reviews with senior management on a periodic basis
Establishes rapport with other departments and uses these relationships to manage project deliveries via influence were needed
Identifies and manages overall project delivery risks through effective identification, mitigation and tracking of the identified risks
Participate in managing day-to-day activities in one or more customers
National and international travel is required as needed for the successful execution of the projects for the assigned customer(s)
The Person

The successful candidate will have a strong understanding of software solution delivery, alongside excellent commercial acumen and the ability to manage stakeholder relationships throughout software-delivery projects.

You will also have the following;

A demonstrated ability to deliver commercial projects of different sizes, up to at least 10 MUSD, complexity and contractual types including fixed price, T&M, Maintenance and Support as well as, recurring revenue project to end-customers
Ability to lead and motivate internal and external teams, at times across wide geographical areas, through the project lifecycle, including but not limited to, monitoring and reporting on the progress, risk and issues of activities and tasks
Ability to think ahead and plan over a multiyear time span
Positive, proactive, and energizing personality, while still remaining calm under pressure
Responsible for cross-selling and upselling software solutions and services to the assigned client
Understanding of power systems in general and specifically market management systems
Executive presence and able to easily navigate the control room as well as the board room
Negotiation skills
Project Management Certification (PMI or equivalent) is desired
Experience in mission critical software solutions delivery is desired
Excellent computer skills, including Microsoft Project, Microsoft Office and Microsoft Visio

With over 90 years' combined experience, NES Fircroft (NES) is proud to be the world's leading engineering staffing provider spanning the Oil & Gas, Power & Renewables, Infrastructure, Life Sciences, Mining, Automotive and Chemicals sectors worldwide.With more than 100 offices in 45 countries, we are able to provide our clients with the engineering and technical expertise they need, wherever and whenever it is needed. We offer contractors far more than a traditional recruitment service, supporting with everything from securing visas and work permits, to providing market-leading benefits packages and accommodation, ensuring they are safely and compliantly able to support our clients
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