Angel and Genie
Website:
angelandgenie.com
Company:
https://www.linkedin.com/company/angel-and-genie
Seniority: Mid-Senior level
Industries: IT Services and IT Consulting
Job details:
EDI Technical Solutions Manager
Experience = 10+ years
Budget = 32 LPA
Shift = Night Shift Remote
Support Technical Solution Manager will manage an assigned group of Managed services accounts.
The Technical Solution Manager will be the client’s primary point of contact and owns the client’s
service delivery and experience. The Technical Solution Manager manages general Service Delivery
functions while ensuring service levels agreements and contract expectations are met, follow-up items
are addressed, and successful delivery and coordination occurs across all stakeholders.
Duties & Responsibilities
• Service Delivery
– Provides a single point of contact and accountability to the customers for all Managed
Services related matters.
– Proactively works with the customer to provide a seamless service.
– Ensures all services are delivered according to the contract
– Handles escalations for delivery and acts as a client advocate to ensure consistent
service and ongoing satisfaction with standard processes.
• Project Management
– Technical Solution Manager manages all the onboarding and change requests to ensure
continuity and communications.
– Managed the project from scope, cost and time management standpoint.
– Assigns tasks for timesheet entry and timesheet approval.
• Client Meetings/Communications
– Technical Solution Managers are responsible for communicating effectively to the client
and facilitating structured meetings.
– Organize client meetings at mutually agreed upon times and frequency to:
• Discuss new and existing change requests and onboardings.
• Discuss any issues with the delivery process and corrective actions.
• Consult clients on potential and new projects
– Ensure contract compliancy
– They should also communicate effectively to internal teams:
• Keep Sales/Customer Success Managers informed of important activities going
on within the account such as new business opportunities, service issues, and
any other impacting events.
• Keep internal teams informed of upcoming activities that may impact resource
plans, production processing, staffing, etc.
• Reporting
– Deliver standard and/or contractual SLA reports to customers
– Manage the operational aspects of monthly/quarterly Business Reviews with clients:
– Problem trends, strategic direction
– Change Request performance
• Escalation Management
– Technical Solution Managers are responsible for ensuring the client’s solution is running
as expected. They are the client advocate, and the initial escalation point for the
customer if the normal process fails.
– Act as an advocate for the client by getting the right level of attention brought to the
client’s issue
– Put together improvement plans to resolve recurring issues on the customer’s behalf
• Client Satisfaction
– Technical Solution Managers are responsible for ensuring the client’s overall
satisfaction. This is a critical evaluation point for each DM.
– Ensures client response to surveys.
– Works with client to clarify any issues or manage expectations.
– Works across cross-functional organizations to develop and manage action plans
for any negative survey items.
Requirements
Bachelor’s degree in computer science, Management Information Systems, or related field
5+ years of delivery management or project management experience, preferably with any of the
EDI integration products. Overall 10+ years of experience.
Good understanding of support systems and working of a support organization.
Project Management Professional (PMP) certification preferred
Must be well organized and detail oriented
Demonstrated experience delivering cloud-based technology solutions
Exceptional stakeholder management and executive presentation skills
Skilled with interacting and coordinating across multiple business and technical teams
Ability to manage a portfolio of multiple customers concurrently
Ability to build strong, long term client relationships
Strong communication and client facing skills
Analytical and problem-solving skills
Click on Apply to know more.
