Engagement Manager
Pilgrim Software, Inc. - Tampa, FL

This job posting is no longer available on Pilgrim Software, Inc.. Find similar jobs: Engagement Manager jobs - Pilgrim Software jobs

DESCRIPTION

Pilgrim Software, Inc. is a world-leading provider of Enterprise Risk, Compliance and Quality Management software solutions for highly regulated industries. Pilgrim has pioneered effective, integrated software solutions for the Life Science industries, as well as manufacturers in the automotive, aerospace and defense, and other non-FDA regulated industries. Pilgrim's reputation for excellence in innovation has attracted an impressive portfolio of global customers. More than a half-million end-users employ Pilgrim products every day to meet the diverse challenges of the world's highly competitive marketplace. Pilgrim's fully Web-based, integrated solutions help businesses centrally manage domestic and international operations to ensure product safety and compliance, reduce manufacturing costs and improve customer satisfaction.

The Engagement Manager has the responsibility for a professional services team consisting of Engagement Managers, Functional Consultants and Technical Consultants. The position is expected to implement processes, methodologies and procedures to ensure that the team is running productively and effectively. This position is also required to continuously obtain training and certification on the products, services and technologies offered by Pilgrim, and provide knowledge assistance to the technical and functional personnel within the team. This position is required to establish and maintain an interactive relationship with customers, Sales, Industry Solutions, R&D, Technical Support, and Quality Assurance departments to continuously improve communication process and customer satisfaction.

The Engagement Manager is also responsible for overall customer satisfaction of Pilgrim's implementation projects within the position's services team. This position is required to constantly obtain knowledge on the overall solutions offered by Pilgrim including value proposition, target market knowledge, life science requirements, and FDA regulations. Additionally, this position is required to optimize the overall professional services structure including its best consulting practices and project methodologies to deliver and support the solutions effectively. This position is also responsible to provide this knowledge assistance to personnel within the department.

DUTIES

JOB FUNCTIONS

2.1.1 Principal Duties

Each job duty is followed by the approximate percentage of time dedicated to each element.

a)Team Management55%
Manage and direct a team of Engagement Managers, Functional Consultants and Technical Consultants. Employee development within the team, mentoring of team members and support in the resolution of customer issues. Directly manage key projects within the team.

b)Professional Services Strategy5%
Support the development of a Professional Services vision, mission, goals and objectives to support the corporate goals and support the development of the Professional Services plan and strategy based upon these goals and objectives. Provide input and feedback to the Sales, Industry Solutions, and R&D departments to support the availability of the tools and resources necessary to meet the Professional Services objectives.

c)Professional Services Management10%
Support the development of policies, processes, methodologies and procedures for the Professional Services department to include personnel utilization, certification and training, cost of services, types of services offering, service workbooks/materials, services output/delivery, third party service providers, project management, educational services, technical services, validation services, services support and services contracts. Hire and fire employees as indicated. Mentor and coach Professional Services personnel in their team in the service delivery and motivate the Professional Services team to meet utilization goals and sell more services.
&8195;

Conduct team meetings and client meetings both onsite and offsite. Maintain the certification and knowledge levels of team personnel to ensure that their knowledge is always current and comprehensive and that they can provide the highest level of professional assistance to customers. Efficiently manage the schedule and resource of the team to fulfill customer requirements and meet their implementation deadline.

d)Training and Certification10%
Obtain training and certification on all of the services offered to the customers to assist Professional Services personnel in their knowledge, development and their interaction with customers related to technical/functional issues related to the products and systems. Be capable of providing a full range of implementation services if the need arises.

e)Inter Departmental Relationship5%
Establish and maintain communication process with internal and external customers to ensure issues are handled properly and resources are appropriately allocated. Provide internal and customer input and feedback to the Sales, Industry Solutions, Technical Support, and R&D departments to ensure that overall corporate goals are met and the business processes are continuously improved. Ensure that the Sales, Services and Technical Support handoff of projects are effective and results in positioning the project for successful implementation and satisfactory on-going customer support.

f)Proposals, Negotiations and Selling5%
Work with Sales and Industry Solutions personnel to develop services proposals. Mentor and coach team members in the services selling process. Be a key contributor as part of the sales process and negotiations of corporate accounts and third party services providers.

g)Other Duties as Assigned10%
Other tasks related to the department, such as special projects or research, will be completed as assigned.

2.1.2Decision Making
The Engagement Manager will in conjunction with the Program and Engagement Director and/or Vice-President of Services make decisions on the hiring, firing and compensation level of Professional Services personnel within their team. The Engagement Manager will also participate in decisions on the pricing of the services that are sold, the discount levels that may be applied, special terms and conditions necessary to ensure successful implementation and customer satisfaction, services strategy and services process.

2.1.3Supervisory Responsibility
The Engagement Manager is responsible for the management of their Professional Services team that includes Engagement Managers, Functional Consultants and Technical Consultants.

Travel Requirement: Must be available to travel 75%

QUALIFICATIONS

EDUCATION AND SKILLS

Minimum Educational Requirement
BS Degree or its equivalent in Engineering or a Computer related field

Optimum Educational Attainment
MBA or Masters Degree in Engineering, Computer Science, other technical related field or its equivalent

Minimum Skill and Experience Requirement
At least eight years experience in sales/services in technical field.
Familiar with manufacturing processes, technology, business applications, quality management principals and ISO/QS-9000 quality standards. Technical Knowledge of computer hardware and software. Life Sciences experience in either consulting or life sciences company or both, particularly in the Pilgrim target sectors of pharmaceutical, medical devices, biotechnology and blood services.

The individual must possess strong skills in the following:
  • Management
  • Written and Oral Communications
  • Organizational Skills
  • Interpersonal skills and Presentations
  • Business Application software
  • Time Management, Planning and Budgeting
  • Project Management and Methodology*Consultative Selling
3.1.4Optimum Skills or Background
Knowledge of or experience with the following will lead to job success:
  • Group facilitation
  • Business development
  • Being an educator, consultant and IT specialist
  • Group presentation
  • Seminar & conference management
  • Business operations management
4.1GENERAL WORKING CONDITIONS

4.1.1Location
The duties of the Program and Engagement Manager will take place at the company headquarters in Tampa with about 75% travel.

Equal Opportunity Employment M/F/D/V

JOB FUNCTIONS

2.1.1 Principal Duties

Each job duty is followed by the approximate percentage of time dedicated to each element.

a)Team Management55%
Manage and direct a team of Engagement Managers, Functional Consultants and Technical Consultants. Employee development within the team, mentoring of team members and support in the resolution of customer issues. Directly manage key projects within the team.

b)Professional Services Strategy5%
Support the development of a Professional Services vision, mission, goals and objectives to support the corporate goals and support the development of the Professional Services plan and strategy based upon these goals and objectives. Provide input and feedback to the Sales, Industry Solutions, and R&D departments to support the availability of the tools and resources necessary to meet the Professional Services objectives.

c)Professional Services Management10%
Support the development of policies, processes, methodologies and procedures for the Professional Services department to include personnel utilization, certification and training, cost of services, types of services offering, service workbooks/materials, services output/delivery, third party service providers, project management, educational services, technical services, validation services, services support and services contracts. Hire and fire employees as indicated. Mentor and coach Professional Services personnel in their team in the service delivery and motivate the Professional Services team to meet utilization goals and sell more services.
&8195;

Conduct team meetings and client meetings both onsite and offsite. Maintain the certification and knowledge levels of team personnel to ensure that their knowledge is always current and comprehensive and that they can provide the highest level of professional assistance to customers. Efficiently manage the schedule and resource of the team to fulfill customer requirements and meet their implementation deadline.

d)Training and Certification10%
Obtain training and certification on all of the services offered to the customers to assist Professional Services personnel in their knowledge, development and their interaction with customers related to technical/functional issues related to the products and systems. Be capable of providing a full range of implementation services if the need arises.

e)Inter Departmental Relationship5%
Establish and maintain communication process with internal and external customers to ensure issues are handled properly and resources are appropriately allocated. Provide internal and customer input and feedback to the Sales, Industry Solutions, Technical Support, and R&D departments to ensure that overall corporate goals are met and the business processes are continuously improved. Ensure that the Sales, Services and Technical Support handoff of projects are effective and results in positioning the project for successful implementation and satisfactory on-going customer support.

f)Proposals, Negotiations and Selling5%
Work with Sales and Industry Solutions personnel to develop services proposals. Mentor and coach team members in the services selling process. Be a key contributor as part of the sales process and negotiations of corporate accounts and third party services providers.

g)Other Duties as Assigned10%
Other tasks related to the department, such as special projects or research, will be completed as assigned.

2.1.2Decision Making
The Engagement Manager will in conjunction with the Program and Engagement Director and/or Vice-President of Services make decisions on the hiring, firing and compensation level of Professional Services personnel within their team. The Engagement Manager will also participate in decisions on the pricing of the services that are sold, the discount levels that may be applied, special terms and conditions necessary to ensure successful implementation and customer satisfaction, services strategy and services process.

2.1.3Supervisory Responsibility
The Engagement Manager is responsible for the management of their Professional Services team that includes Engagement Managers, Functional Consultants and Technical Consultants.

Travel Requirement: Must be available to travel 75%

Pilgrim Software, Inc. - 17 months ago - save job - block
Recommended Jobs
Operational Excellence Manager
Chromalloy - Tampa, FL
Chromalloy - 9 days ago

Project Manager
MedHOK, Inc. - Tampa, FL
Indeed - 3 days ago
Easily apply

Area Executive- West Florida
Bank of America - Tampa, FL
Bank of America - 5 days ago