Customer Engagement Manager
As a member of the central IT organization’s Custom Development team within the Enterprise Services division, this position’s primary responsibility is to be a main point of contact for Custom Development (CD) campus customers to ensure successful integration of people, process, and technology to deliver and support CD products and services. This includes the intake of new projects and new support customers. This position will promote CD services and ensure solutions are delivered and supported as agreed. The person in this role will need to gain and maintain a deep understanding of the suite of CD services and web best practices to help guide new and existing customers and lead various projects.
CD is responsible for for-fee design, development and support of custom websites/web applications for the Cornell Campus.
Working as a member of the Custom Development team and with campus stakeholders, the Customer Engagement Manager will:
- Consult with and provide best practice advice and guidance to new and potential customers (both project and support customers) on CD capabilities and services from conception, delivery, and support.
- Partner with peer Customer Engagement Manager(s) to create and maintain overall tracking mechanism for CD customer portfolio, regularly reaching out to customers to ensure expectations are being met in addition to understanding the customer’s future needs that CD services can provide.
- Ensure services delivered are aligned with schedule, quality, scope, and budget as agreed between CD and customer.
- Assist with management of CD project portfolio.At a minimum, this includes, partnering with design and development staff to lead and help with requirements gathering, content architecture and tracking for each project.
- Assist with management of CD support service/program.At a minimum, this includes, renewing agreements with customers annually, providing monthly support summaries, ensuring acceptable response times and accuracy in billing.
- Partner with Assistant Director and CIT’s Communication group in campus outreach activities and any marketing efforts.
- Be responsible for the financial aspects of CD contracts including weekly billing review of CD team member hours and confirming monthly billing is accurate.
- Be responsible for resource management in planning, monitoring, and adjusting resource allocations and utilization for all projects.
- Report regularly to Assistant Director and others, as required, on project performance (service delivery, progress, financial aspects, etc.).
- Provide as needed back-up for the Assistant Director with regards to oversight of the CD team.
Required Qualifications:
Bachelor’s degree with a minimum 5 years of combined professional experience in the areas of: project management, customer relationship management, web consulting and business requirements analysis; or equivalent combination of education and experience.
- Requires excellent leadership, interpersonal, analytical, written and oral communication skills. These include facilitation, conflict management, budget/estimate development, change management and negotiation. Must demonstrate very strong consensus building and relationship management skills.
- Able to obtain and convey service information to others of varying levels of technical knowledge and responsibility essential.
- Able to analyze requirements, propose solutions, work collaboratively to divide up work, and meet individual and team deadlines.
- Must be able to work independently as well as a team member in a dynamic, deadline driven, complex, team-based environment with multiple competing priorities and rapidly changing environment.
- Able to assess and compare various alternatives and clearly communicate the tradeoffs.
- Able to translate customer needs into technical recommendations and development plans.
- Highly motivated team player with a positive “can do” attitude and passion for working with customers.
- High degree of initiative and results orientation with a strong attention to detail. Self-starter who sets priorities, takes on new projects and drives deliverables to execution with full accountability.
Preferred:
- Past experience on web related projects or working within a web development team.
- Past experience using or working with Salesforce (and/or Salesforce applications/products).
- Demonstrated experience within project management methodology.
- Knowledge of UX and web accessibility best practices.
- Knowledge of Resource management and Business Life Cycle practices
- No Visa sponsorship available for this position.
- No relocation assistance available for this position.
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