Client Engagement Manager

Employer
Intralinks
Location
UK
Salary
Competitive
Closing date
14 Jul 2022
Overview:

About the job: Intralinks is looking for a full-time Client Engagement Manager. At Intralinks we are committed to creating lasting client relationships and ensuring their success. The CEM helps our clients achieve their business objectives by scoping and delivering on the deployment of add-on applications, Managed Services, and custom application services to the Intralinks Platform. They lead the discovery and scoping alongside Technical Consultants, create quotes, develop custom SOWs, and oversee the execution and delivery of managed services that help drive adoption and increase the value proposition that we provide to our clients. Due to the nature of the team and business, the CEM fulfills different roles within projects, including and not limited to, leading client discovery sessions, Business Analyst functions like taking requirements, design/documentation of solutions, cost analysis, development of solution documents, and working with all stakeholders on the delivery of the solution either within the Global Technical Sales organization or through official partners.

About the Team:

The CEM is an integral role within the Global Service Delivery organization, nested within the larger Global Technical Sales organization. The CEM will work closely with all stakeholders within Global Sales, Global Services and Support, and Legal as the core teams, within your responsible region, to design and implement solutions based on the clients' requirements, and our product and service offerings. The CEM will also have a cadence and work closely with our PMO, SOC, Tech Ops, Finance, Product Management, and Development organizations.

Responsibilities:

Primary:

  • This role is engaged as the customer-facing representative on a project team - primarily responsible for interfacing with client IT, Compliance & Security, and business stakeholders on the Discovery, Design, installation, or deployment of our integration products or custom Managed Service solutions as part of the overall implementation engagement.
  • Partners with the Technical Consultants and other internal resources, if need be, to understand client requirements and create a solution based on the suite of Intralinks products, Managed Services, or custom solutions.
  • Researches and maintains knowledge in emerging technologies and solutions to solve business problems.

Pre-sales Responsibilities:

  • Understand client business needs, gather initial requirements, recommend best practices through direct client interaction, and work closely with the cross-functional teams to assemble solutions to meet the client's needs.
  • Present initial timelines and set client expectations

Delivery Responsibilities:
  • Lead Kick-off call and present project plan
  • Lead/participate in client requirement gathering sessions to define and understand the overall client use case, requirements, infrastructure, pain points, and existing systems.
  • Recommend and implement solutions based on best practices, Intralinks product guidelines, and rational sense.
  • Documentation of different artifacts (i.e., Requirement's document, custom processes, Work Instructions, etc.) pertaining to the required service or Intralinks product.
  • Communicate requirements and lead/coordinate with technical consultants and other service and support teams on the delivery of service or enablement of Intralinks products.
  • Validate the accuracy of the implemented artifacts throughout the project life cycle.
  • Provide guidance during client testing and support phase to bug/enhancement requirements.
  • Document and provide feedback to the Product Management/Development team on client feedback, any challenges, or areas of improvement.
  • Be forward-thinking to identify gaps and look for ways to optimize and streamline.

Basic Qualifications:
  • Bachelor's in computer science, Information Systems, or another related field. Or equivalent work experience.
  • 3+ years of experience in a Business Analyst role and/or Project Management. IT Project Management a plus.
  • Basic Knowledge and understanding of architecture, application design, systems engineering, and integration.
  • Experience working with cross-functional technical teams including Customer Service, Product Management, Development, Sales, Pre-sales, legal, and marketing.
  • Demonstrated ability to think strategically about business, product, and technical challenges, with the ability to build and convey compelling value propositions.
  • Strong organizational skills, with the ability to work on multiple projects with multiple deadlines.
  • Excellent listening, oral, and written communication skills.
  • Strong analytical and problem-solving skills to identify process gaps.
  • Ability to work independently and manage priorities.
  • Ability to work under pressure and think outside the box.
  • Interface with customers, colleagues, management, and project stakeholders, as needed, to ensure overall project success.
  • Optimally, has a balanced combination of large corporate and small, entrepreneurial company backgrounds.
  • Understanding APIs is desired (API experience a plus).
  • Has an understanding of SAML authentication is desired (SAML implementation experience is a plus)
  • Experience working with cross-functional technical teams including Customer Service, Product Management, Development, Sales, Pre-sales, legal, and marketing.

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