Engagement Coordinator
ESI International - Arlington, VA

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The Engagement Coordinator shares the responsibility of flawlessly implementing the entire lifecycle of ESI client solutions in collaboration with a team of ESI support staff and external partners. The Engagement Coordinator facilitates the delivery of client engagements, coordinates instructor resources and manages client relationships in order to fully satisfy both client and ESI objectives. The Engagement Coordinator additionally provides the management and oversight of internal tools and systems used to manage each client engagement. The Engagement Coordinator tracks, monitors, and reports account management risks and opportunities to the appropriate key stakeholders. The Engagement Coordinator also delivers value-added services and demonstrates a high level of project management and technical expertise, as well as a detailed understanding of the clients’ business challenges and how those challenges align with ESI’s capabilities and services.

Key Responsibilities

Contributes to and actively supports the Account Strategy Plan for all transactional, multiple client deliveries within an assigned territory of accounts

Implements customer-specific, value-based solutions to ensure that monthly gross margin targets and performance objectives are attained

Contributes to a comprehensive customer contact strategy that includes face-to-face meetings, regularly scheduled performance metrics status reviews, and annual stewardship meetings

Supports business development staff in the identification and qualification of opportunities for ESI by providing insight, development support, tracking, reporting and evaluation services

Supports business development activities with fact finding, research (through business periodicals and web sites), identification and qualification of opportunities for ESI within existing accounts to better position ESI for contract extensions and renewals

Refers leads from student evaluations, instructor referrals, client referrals, etc. within 24 hours of receipt and updates status in SalesForce.com

Supports multi-task implementation solutions using the best available tools and templates

Nurtures existing client relationships, builds new relationships, identifies account growth opportunities through client referral activities

Provides requested documentation, reports, and transcripts on an as-requested basis for existing and former clients as a value-added service

Works collaboratively with representatives from all other ESI business units and functional areas in the design and development of new and evolving key corporate initiatives

Collaborates with all team members to develop implementation delivery plans at the inception of the client engagements then updates these plans as necessary throughout the lifetime of the engagement

Identifies opportunities to improve ESI service delivery while increasing financial and operational efficiency

Utilizes the most current reporting tools and procedures necessary to keep all stakeholders informed of the status of engagements

Manages costs for all aspects of client engagements; review and approve all expenses, ensure appropriate actions are taken to correct budget variances

Manages complex training and services deliveries that may incorporate multiple delivery modes, internal and external technologies, in compliance with contractual requirements, ESI policies and government regulations

Helps the Engagement Manager to directs teams of consultants, facilitators and course customization specialists to meet approved budget limits and time constraints

Ensures that all external communications are accurate, timely, consistent and satisfy the clients' needs

Develops standards, procedures and policies to ensure project teams are performing according to the acceptable level of quality from ESI and the clients' perspectives

Manages the successful close-out, draw-down, hand-over, and gathering of lessons learned for all completed or transitioning engagements

In collaboration with other corporate staff, leverages the lessons learned for purposes of continuous process improvement of the engagement lifecycle

Constructively contributes ideas, suggestions and remedies to the appropriate quality assurance teams on a timely basis

Leads special projects as needed to ensure client revenue generation, increased internal efficiencies and/or ensure cost containment

Perform other duties as assigned

Required Skills

Fully proficient in the use of office systems and support technologies

Strong organizational and time management skills

Team player and listener; independent and self-directed

Operates with a sense of urgency; is accessible to a variety of constituents

Working knowledge of project management life cycle and it’s components

Good market knowledge and the ability to effectively position ESI strengths

Demonstrated ability to elicit clear, actionable requirements, determine key client business issues, concisely validate and develop appropriate action plans from a multi-disciplinary perspective, then verify that the requirements were fully satisfied

Ability to rapidly conduct and interpret quantitative and qualitative analyses

Must exhibit efficiency, candor, openness and results orientation

Proven ability to build and lead cross-functional teams to deliver high quality products and services in the most practical, efficient and repeatable manner

Demonstrates integrity and high standards of ethics to create an environment of trust, openness and respect

Acts as the client's trusted advisor while maintaining a clear focus on ESI business objectives

Ability to identify and implement appropriate project delivery methodologies for cross-functional project teams

Demonstrates ability to diffuse emotionally charged client concerns while actively managing client engagement risks using excellent problem solving skills

Demonstrated ability to develop and deliver effective presentations

Fully proficient in the use of office systems and support technologies

Strong work ethic and self-motivated to excel with accountability for results

Strong team player and listener; highly independent and self-directed

Able and willing to provide cross-functional team members and fellow team members guidance and/or direction on strategy, process improvement

Mature, results orientated, “get it done attitude”

Is concerned about the total organization; perceived as a good business partner with other cross-functional teams and groups within the company

Working knowledge of project management life cycle and its components

Highly skilled in assessing customer needs and tailoring a complete solution to address those needs

Continuous focus on building market knowledge and the ability to effectively position ESI strengths while exposing competitive weaknesses

Willingness to travel

Required Experience

BS or BA degree from an accredited university desired

3+ years project or account support experience desirable

Financial acumen and account management skills

Knowledge of Government Contracts, Project Management and Business Analysis

Client Engagement and fulfillment management

Negotiation and contract administration

Strategic Planning and analysis

Excellent communication skills, both written and verbal

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