EDI - Technical Solutions Manager

Summary:

Cleo 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 Cleo surveys.
    
    
    • Works with client to clarify any issues or manage expectations.
    
    
    • Works across Cleo 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