Customer Engagement Manager

Ametek, Inc. Job description: We are Telular, a business unit of AMETEK and a technology leader in IoT solutions for the commercial telematics, security and home automation markets. For over thirty years we have made smarter connections for our customers. By combining wireless technologies, purpose-built devices, and SaaS commercial offerings, we’ve been a disruptive force in the IoT market. We’re proud of our culture of innovation and dedication to customer success that has put us in a favorable growth position based on a large and loyal customer base and an ever-increasing number of applications for its solutions. Mission of the Position The Customer Engagement Manager (CEM) is a key member of the Customer Experience team. The ideal candidate will be a product and solutions expert that can manage the logistics of onboarding and training SkyBitz Petroleum Logistics small to large scale customers. This position requires strong customer facing skills to manage implementation activities and to provide value added training and consulting services while managing customer engagements. The primary responsibility of this position is to lead successful hardware and software deployments, meeting timeline and budget requirements, while managing all aspects of the customer onboarding experience. The CEM is responsible for the oversite and delivery of all onboarding components, including all aspects of the hardware and software implementation lifecycle including but not limited to: Solution definition Requirements gathering Detailed design, including Project Charter work product creation, output, and management Software development/configuration Equipment shipment & scheduling, including installation details & scheduling System testing & troubleshooting Training of the hardware and software solution Billable time tracking and invoicing for services rendered The CEM will play a critical role by coordinating across the larger organization (Engineering, Product Line Management, Support, 3rd Party Vendors and/or Partners, and Operations) and managing the project deliverables, while building multi-level client stakeholder relationships to continuously link results to customer’s key performance indicators. Throughout the implementation the CEM is responsible for the creation, ongoing management of, and distribution of status reports as well as scheduling of status calls, including accurate meeting minutes, to keep customer and internal teams informed on the progress. This includes project milestones, hardware and software deployment metrics, T&M Tracking, and action items. The CEM will also perform risk assessment and mitigation strategies throughout the engagement. Additionally, the CEM will act as first-line contact across the company and customers for all product training, both virtual and in-person, tailored for SkyBitz customers, end-users and train-the-trainer. Duties and responsibilities Collaborate with customers and partners to develop solutions using SkyBitz offerings to accomplish their M2M objectives. Independently identify all customer and internal deliverables for all projects & tasks and accurately prioritize work to meet all expected timelines and commitments. Build well-structured project plans that align with the contracted scope of work by establishing an understanding of project timelines, milestones, and delivery expectations and utilize through the deployment Manage project costs and budget, including time tracking and accurate forecasting and timely invoicing Facilitate working sessions and meetings required to drive and document customer requirements, communicate status and/or support risk mitigation strategies. Coordinate with Engineering, Product Management, and 3rd party vendors on system configuration and setup Identify and prioritize implementation project development activities needed and provide the necessary follow up and communication internally and externally, including sprint prioritization & planning, development activities, user acceptance testing, bug fixing, and customer approval/sign off Create training curriculum based on existing customer needs, projected product launches, software changes, and other factors. Document and deliver clear, complete technical training, virtually and in–person, to include all product hardware and software solutions by use case & vertical market. Collaborate with Sales, Engineering, Product Management and Marketing to obtain information required to develop necessary training materials and implementation documentation on all aspects of the solution as needed. Work with internal resources when required to update/create end-user online self-directed training materials. Develop training process to include accurate, up-to-date messaging, product details and common use cases. Provide direction to project resources (internal and external), monitor development efforts, assemble key project deliverables, and identify issues that require escalation. Voice of the Customer: Provide product feedback (customer requirements, product shortcomings, enhancements, etc.) to product management and/or engineering. Acquire detailed knowledge of all SkyBitz products and services to deliver customer implementations successfully, acting as the trusted advisor Serve as ambassador of the SkyBitz brand in all customer interaction, maintaining the highest level of professionalism and world class service our users have come to expect. Required Skills, Abilities & Knowledge: These are skills, abilities, and knowledge, that a candidate MUST have to be considered for the position. Lack of these requirements will preclude candidate from consideration. 3+ years of application software implementation and/or management consulting experience in applying technology to meet customer needs. 3+ years of project management skills and experience (work estimates and estimating models). Ability to wear multiple hats during the implementation process: Project Management, Implementation Consultant, Trainer, hands-on configuration of the software platform, etc. Ability to manage customer expectations in complex situations as well as align best practices. Ability to manage multiple customers and projects/tasks simultaneously. Excellent analytical and project management skillset. Full software implementation life cycle experience that including COTS. Must be self-managed and able to develop and maintain a schedule and prioritize effectively to ensure commitments are met on time and with accuracy. Ability to understand complex solutions and concisely articulate the value propositions in such a way that is easily understood by target audiences. Possess excellent oral and written communication skills that is proactive, clear, concise, and timely. A highly motivated and results-oriented team player with a demonstrated ability to focus on details and be able to tell and present the SkyBitz and Telular story. Demonstrated ability to work succinctly across multiple teams including, Customer Experience, Sales, Engineering, Product Management and Marketing to effectively support our customer base. A hands-on technical trainer with a successful record developing and delivering highly technical product training programs. Must be able to develop materials that depict examples of our hardware and software solutions. Travel to customer sites as required. Proficient in using standard Project Management tools including: Microsoft Suite (Outlook, Word, Excel, PowerPoint, Project, Visio, Teams, etc.), Salesforce, Jira, Power BI. Preferred Skills, Abilities & Knowledge: These are skills, abilities, and knowledge that you would like a successful candidate to have, but lack of will not preclude candidate from consideration. Background in upstream and/or downstream petroleum market, information technology, software and understanding in the IoT/IIoT/M2M industry preferred. Minimum of 3+ years of relevant functional experience in a fast-paced technology environment.