Customer Experience Consulting Senior Manager
West Monroe Partners - Chicago, IL

This job posting is no longer available on West Monroe Partners. Find similar jobs:West Monroe Partners jobs

West Monroe Partners is currently seeking a talented Senior Consulting Manager with expertise in CRM and/or Enterprise Content Management (ECM)business consulting to join our Customer Experience practice in Chicago. The Senior Manager will be responsible for leading project teams as the engagement lead to gather requirements, design solutions, and implement configurations on and SharePoint. The Senior Manager also develops methodology and best practices with the national Customer Experience practice team, and actively leads and participates in CRM and ECM business development opportunities. The ideal candidates will have a minimum of eight years consulting to Fortune 500 and/or middle-market companies and will have lead and managed CRM and ECM engagements across several industries.


1. Client Delivery
  • Serve as act as Engagement Account Manager for several key clients responsible for overall client project delivery and account growth
  • Communicate and report project status to C-level executives and IT management, including budget, risks and general business isses
  • Report budget and finances
  • Mentor and manage teams of Managers and Junior Consultants to be able to keep project on time as well as QA of work done by the team.
  • Understand CRM and ECM technologies being used on a project to be able to direct how to design, develop, test, and implement a technical implementation project
  • Quickly respond to client requests for immediate issues while also being able to drive projects to completion
  • Analyze each client's specific request and determine the underlying problem and recommend proper solutions
  • On larger engagements, be able to work with larger management teams and determine independencies between the WMP project and other initiatives
  • On smaller engagements, be able to work hands on in creating deliverables which could include strategy, design, development, testing application and delivering training
2. People and Practice Development
  • Identify strengths and issues; drive and develop better behavior to create strong consultants
  • Participate actively in the recruiting process for other consultants
  • Drive the development and enhancement of WMP’s methodologies and approaches to client delivery and provide thought leadership for internal practice development
  • Coach and manage other consultants and participate actively in the performance expectation process
3. Business Development
  • Actively lead and participate in business development with prospective clients including solution definition, pre-sales, estimating, negotiating and project planning all to ach
  • eive revenue goals at the Senior Manager level Present solutions and proposals to clients and prospects
  • Understand business needs and requirements and help turn those goals into tangible deliverables including projects and detailed proposals, requirements specifications, design deliverables, status reports and project plans
  • Create work plans, pricing estimates, and risk assessments for prospects
  • Actively build a professional network and affiliate network in the local community
  • Successfully manage alliance relationships
  • Responsible for key client relationships and growing those accounts within Customer Experience practice and cross selling to other areas within WMP
Other responsibilities:
  • Manage client relationships and meet with clients to determine business and functional requirements
  • Assist in re-engineering business operations and system processes around Sales & Marketing, Customer Service, Customer Self-Service, and Partner Channel Management
  • Lead teams in performing configuration and customization of the platform, including templates and best practices specific to Private Equity/Alternative Investment, Asset Management, and Banking
  • Participate in and/or lead efforts to develop and execute testing, training and documentation
  • Facilitate effective change management programs within the client organization including creating and administering communication plans to promote end-user adoption
  • Act as a user advocate to ensure overall system usability and adoption
  • Experienced candidates must have 8+ years of experience working for a consulting firm or a professional services division of a software company in a business analyst/consulting manager role
  • Experienced candidates must have at least 2-3 years of hands-on experience working on the platform or SharePoint platform
  • Experience in leading and delivering end to end solution which could include strategy, design, development, testing and training
  • Candidates will be considered for depth on other CRM packages (Microsoft CRM, InterAction, SalesLogix, Pivotal, and the like) or ECM packaged solutions
  • Excellent organizational, verbal, presentation/facilitation and written communication skills
  • Ability to work well with people including project stakeholders and project team members
  • Proactive desire to continue to broaden and deepen business and consulting skills
  • Ability to work both independently and within a team environment backed up by strong communication skills
West Monroe Partners is an Equal Employment Opportunity Employer

We believe in treating each employee and applicant for employment fairly and with dignity. We base our employment decisions on merit, experience, and potential, without regard to race, color, national origin, sex, sexual orientation, gender identity, marital status, age, religion, disability, veteran status, or any other characteristic prohibited by federal, state or local law.

About this company
2 reviews