Customer Success Manager at ecUtopia, Inc in Hope Valley, Rhode Island

Job Description:

ecUtopia, a TrueCommerce company, supplies easy-to-use, robust EDI solutions for both the manufacturers and retailers.  Our customers save time and money by outsourcing their EDI system needs to a partner that understands and reacts to their needs.

Transactions are available anytime and anywhere via the Internet. Our customers do not have to worry about hardware, EDI software, or personnel to receive the benefits of using EDI.

Our complete EDI solution provides everything a customer needs to be EDI compliant, freeing them to focus on bringing business value to their company. All that is needed is an Internet connection, email capability and they are set to use the services from ecUtopia.

Our culture and values are what set us apart!  TrueCommerce provides an open and positive work environment where providing employees with a work/life balance is key. Work is not only challenging, but interesting and rewarding as well.  We encourage employees to grow and develop.  Additionally, TrueCommerce organizes events throughout the year like picnics, golf tournaments, chili cook-offs, winter holiday events, and opportunities to volunteer for charity.  Come join our team!

Summary

The Customer Success Manager is responsible for planning and driving the project execution of TrueCommerce ecUtopia implementations for EDI and B2B Commerce solutions. The Customer Success Manager will work with clients, internal global resource teams, partners, and other stakeholders to lead high-profile customer implementations from sales handoff to project completion.

The candidate must be extremely customer-oriented and demonstrate full accountability to owning the responsibility for overall success of TrueCommerce’s highest priority implementations. The position will solicit client requirements, document solution design, and gain client sign-off for all implementation work. The position will lead the implementation through the entire project lifecycle, mitigating risks, and driving for proactive results along the way. The candidate, when appropriate, must be willing and able to delve into the technical details, and may need to work alongside Implementation resources to ensure client success on projects. The candidate will work in a matrixed, cross-functional environment, and therefore needs the skills and know-how to work cross-functionally across teams with global resource pools. The position will be measured on overall implementation quality, customer satisfaction, and ability to execute on projects within timelines.  Experience working with project teams and enterprise caliber customers is preferred for this position. 

Job Responsibilities Include:

• 
  Project Management
  
  
  • Responsible for managing the full lifecycle of an implementation project throughout all phases of the TrueCommerce ecUtopia implementation process from sales handoff to “go live”
  
  
  • Responsible for planning and executing client workshops for purposes of identifying solution design (if applicable)
  
  
  • Main contact for client and internal resources for project execution, direction, and leadership
  
  
  • Holds weekly project status meetings for all project stakeholders
  
  
  • Create Project Plan/ tracking, and keep project plan and all project documentation up to date and accurate for timely reporting and visibility for internal and customer stakeholders
  
  
  • Responsible for proactively driving the project forward including motivating client and internal teams to meet project timeline/deadlines
  
  
  • Following change management process including commitment to managing the project to the documented scope and identifying out of scope scenarios
  
  
  • Manages all issues throughout the project, coordinates with other teams to make sure all issues are resolved in a timely manner
  
  
  • Create and present project status reports as required for TC Leadership
  
  
  • Ensure accurate project time tracking and milestones as required for project billing
  
  


• 
  Implementation
  
  
  
  • Ensure project implementation resources are executing on implementation of the solution in a timely manner, and in accordance with solution design
  
  
  • Ensure client understands implementation roles & responsibilities
  
  
  • Ensure client is trained and empowered on solution
  
  
  • Lead and/or assist in solution configuration and quality assurance
  
  
  • Participate in implementation tasks (including technical tasks) as needed to meet project timelines and deliverables
  
  
  • Develop proficiency in TrueCommerce software applications in order to play role of subject matter expert to the client
  
  
  • Provide product knowledge and expertise to project staff, client, and other stakeholders
  
  
  • Manage implementation resource on project execution, without direct managerial ownership
  
  


• 
  Communication
  
  
  
  • Maintain professional presence in all communications with clients, project staff, and any other project stakeholders (partners, etc.)
  
  
  • Ability to manage conference calls, ad hoc meetings, generate project plans, communication plans and deliver effective recurring project updates
  
  
  • Commitment to keeping internal and customer stakeholders informed
  
  
  • Effective usage of communication mediums to drive project success including knowing when to get on the phone, knowing how to escalate tactfully and knowing how to adjust communication style based on personality of customer stakeholders
  
  
  • Ability to negotiate with internal and external stakeholders in the spirit of achieving customer success while balancing against the triple constraint
  
  
  • Remaining firm with customers when necessary and not being timid about delivering unfavorable news
  
  


• 
  Professional Development
  
  
  
  • Stays up to date with product training to maintain subject matter expert level knowledge of the TrueCommerce ecUtopia solutions
  
  
  • Completes additional training as needed to maintain proficiency as listed in the above key result areas
  
  
  • Demonstrate and expand upon project management domain expertise (PMI, etc.)
  
  
  • Provide mentorship and training to other TrueCommerce implementation team members
  
  

Experience

Required

• 4 - 5 years: Project management experience required in a technology-based service organization

Preferred

• Experience in the Furniture/ Retail industry a plus


• General understanding of B2B / e-commerce, electronic data interchange (EDI), and fulfillment processes preferred


• Experience prioritizing and multi-tasking across multiple concurrent projects


• Demonstrated ability leading resources to project success without direct management authority


• 1 year(s): Experience in executing requirements and needs analysis workshops with cross-functional customer personnel and writing design documents based on those requirements


• 3 year(s): Prior experience with PSA tools and/or project scheduling tools

Education

Required

• Bachelors or better

Licenses & Certifications

Preferred

• Project Mgmt Professional

Skills

Required

• Verbal Communication


• Written Communication


• Troubleshooting


• Problem Solving


• Analytical


• Customer Service

Preferred

• Enterprise Resource Planning

See job description

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