Account & Customer Management

• Establish and perform periodic customer, engagement, and solution "health checks" baselined against the target metrics/expectations associated with the value streams.
• Accountable for customer engagement requirements to deliver and meet or exceed customer expectations.
• Participate in Account Strategy with internal stakeholders relative to engagement status, opportunities, and imminent risks.
• Establish and support reporting cadences, status reports, RAID log, and budgetary documentation.
• Facilitate the collaboration between the Customer, Consultants and TGS Practice groups to extend the support as required.
• Co-ordinate with cross-functional teams to keep the consultant's forum together, networking, share best practices, driving relevant newsletters, lunch & learn sessions etc.
• Maintain awareness for additional business opportunities and support pursuit of future business through quality results and escalation to internal stakeholders when additional business opportunities may present themselves.

Management Responsibilities

• Act as a servant leader in leading/directing delivery activities across multiple engagements.
• Consolidate engagement status and budget information across the portfolio.
• Develop and maintain engagement related documentation including processes, tools, and procedures in accordance with the TGS delivery framework.
• Understand and manage customer requirements (deliverables) to ensure contract compliance and customer satisfaction.
• Ensure Human Resources policies and procedures are communicated to consultant staff.
• Support of other engagements and/or delivery team members as required.

Resource Management

• Communicate and/or track consultant requirement details as requested.
• Collaborating with recruiters and Account Managers in preparation for new starters joining client teams and issue resolution as needed.
• Performance tracking, management, and reporting as requested.
• Collaboration with cross function teams to onboard/off-board consultant onto Customer and TGS IT systems (Email, MS Teams, SharePoint etc.,)

Requisite Abilities and/or Skills

• Analysis and problem-solving skills
• Time management and organizational skills
• Personnel and team management skills
• Demonstrable engagement data/ risk analysis and correlation/ mitigation skills
• Excellent customer service and stakeholder management skills

Basic Qualifications and Experience

• Bachelor's degree, Masters is preferable.
• IT experience, customer project/engagement delivery exposure, and agile methodologies awareness.
• Experience managing and delivering professional managed services to Customer.
• Greenfield development, Application modernization, Cloud technologies awareness
• Experience working with Cloud service providers (AWS, Azure, GCP), hosting solutions, offerings, modernization & migration & strategies is a plus
• Understanding of managed services model, risk, accountability, responsibility expectations
• Agile, Project & Engagement Management experience and any training / certifications on Agile, PMI, SAFe, PRINCE2 is a plus.
• AWS, Azure or GCP Certifications is a plus
• Stakeholder management, team leading, organizing, coaching and Listening skills.
• Understanding of IT environments and able to demonstrate initiative in challenging project situations to provide continual improvement throughout the delivery of services
• Experience working with onsite, offshore, nearshore remote teams

Behavioral Competencies and Responsibilities

Customer-first mindset

• Collaborates:

  • Works in partnership with internal stakeholders and delivery team to discuss engagement strategy, scope, and overall health of any current engagements
  • Partners with Delivery Managers, Account Managers, Account Directors, Solution Executives and Business Development Managers to manage risk and ensure we are delivering to the terms and conditions of our contract
  • Participates in monthly financial review meetings with Back Office

• Communicates Effectively:

  • Thoroughly documents all escalation procedures then communicates to necessary audiences, customer, consultant, managers
  • Actively listens to others
  • Clearly articulates the Customer/SoW requirements and relevant supporting delivery processes
  • Proactively contributes to customer/account discussions and attends relevant account meetings

• Instills Trust

  • Maintains positive rapport with consultants and customers by following through on commitments in a timely and responsive manner
  • Develops and maintains trust with internal partners by acting on feedback and ensuring engagement success

• Action Oriented

  • Identifies concerns, such as sourcing gaps, and quickly communicates these
  • Facilitates issue resolution using root cause analysis and identifies proper parties to communicate to
  • Proactively anticipates customer needs, creates solutions and contingency plans to limit issues
  • Advocates for TEKsystems Global Services (TGS) when possible, to support growth opportunities with customers
  • Contributes, collaborates, and drives internal process improvement issues initiatives