Sage Enterprise Team Manager

About this Position The Sage Enterprise Team Manager (TM) will lead, manage and hold accountable a team of service professionals towards profitable and sustained, high-quality delivery of services to customers. The TM will manage the business, technical and people aspects of client engagements and have oversight responsibility for all service delivery (quality of deliverables) provided by their team. The Team Manager is responsible for developing and managing the overall customer experience for an assigned group of clients including ensuring that engagement work products and deliverables are of the highest quality, owning project delivery and success, leading delivery teams, and ensuring client satisfaction and retention. Under the leadership of the Consulting Manager, the Team Manager will focus on maintaining and expanding service revenue opportunities by helping to identify, develop and close client opportunities with new clients including management of deal structure to ensure client needs are addressed and deal profitability is intact. The TM will support pre- sales efforts for existing clients. The Team Manager will stay current with ERP and select client vertical market industry trends, maintain expert- level proficiency in the Sage X3 and/or Sage 500 systems and strive for continuous learning with regards to add-on products and services that could enhance client solutions and profitability. Job Responsibilities Leadership, Management and Accountability for Consultants (20% of time) Effectively develop, coach and manage team of consultants while ensuring utilization target. This includes managing work-life balance as well as time-off management. Performance management of team members including management of team member performance on projects. and enabling/driving professional development of team. Work with Consulting Manager to facilitate building of team member skills to meet criteria of current and future client delivery needs. Regularly perform 1:1 meeting with direct reports to provide feedback Partner with senior management to provide career path planning and coaching to ensure consultant job satisfaction, positive morale, professional growth, engagement and retention. Partner with senior management to facilitate placement/allocation of consultants and project staff. Complete quarterly and yearly conversations with team members and provide ongoing informal/formal feedback. Exemplify camaraderie and teamwork with subordinates, managers, and co-workers. Monitor and direct team members to act in accordance with company policies, initiatives, processes and methodology. Oversee achievement of several key performance indicators directly or through collaboration with Consulting Manager. These include service revenue, billable NB hours, and other KPIs. Client Retention (40% of time) Manage relationships with clients, maintaining frequent and direct contact with client staff and senior level executives. Proactively seek/create opportunities to participate in client interactions to ensure highest levels of customer satisfaction are achieved. Ensure client experience and project deliverables meet and/or exceed client expectations. Develop and maintain positive relationships with key client/partner/stakeholders to ensure effective communication channels exist and client/partner satisfaction is achieved. Implement communication strategies with client to effectively promote team accomplishments and review project status/delivery milestones on a regular basis (written status reports, client meetings, conference calls etc.). Implement on-going processes to maintain customer satisfaction. Become trusted advisor and key strategic development point of contact with assigned clients. Develop industry and business expertise to benefit the intellectual property of the team. Continuously build on understanding of consulting, practice products and the business of relevant clients/partners. Coordinate activities with Account Managers/ Account Executives on active clients. Service Revenue (20 % of time) Revenue and budget responsibility for individual projects with the assigned clients. Oversee the structuring of consulting engagements to ensure they are properly scoped to meet the customer’s requirements and profitability. Lead efforts in building the overall client relationship in assigned accounts including building senior management client/partner relationships, qualifying projects, understanding requirements, delivering presentations and statements of work and closing new engagements. Identify and position opportunities outside the scope of current engagement. Develop statements of work for client’s initiatives. Work with senior management and the account team to develop and implement pricing strategy for new statements of work. Executes sales strategy in conjunction with senior management team and/or Account Manager (AM) assigned to manage the client relationship. Specific responsibilities to be outlined by management as part of overall account plan. Understand key business drivers and demonstrate business acumen. Project Owners for Existing Accounts (20% of time) Direct and manage (steer) the overall and day-to-day business execution of client projects to ensure quality work products, solutions and deliverables on time and on budget. - A Ensure delivery of projects on time and within budget (usually steering or project management). Provide guidance or direct consulting teams to appropriate resources regarding key project issues and questions. Report project status and other relevant business metrics to Consulting Manager on a regular basis and/or as required (utilizing written updates, conference calls, etc.) Provide timely timesheet approval and invoice review. Job Requirements Formal Education & Certification Bachelor's degree in computer science, information technology, quality assurance, or equivalent, required. Advanced degree preferred. Knowledge & Experience A consulting background with a record of delivering complex technical solutions within defined timeframes and budgets. Strong project management skills, including the ability to prioritize work and meet deadlines. Strong business expertise, keen understanding of business needs, and ability to ensure technical solutions, strategies, practices, and governance deliver business and customer value. More than five years experience working with technical applications, or equivalent, including strong knowledge of process methodologies. Successful track record of delivering on agreed upon business objectives and performance on key metrics. Experience in team management, scheduling and budgets. Proficient in Microsoft Excel, Word, PowerPoint, and other Office 365 applications. Deep understanding of consulting, practice products and the business of relevant clients/partners, including: Business acumen (client business drivers) Financial analysis (e.g., ROI & TCO) Problem solving Prior experience with pre-sales activity or account planning is desirable. #J-18808-Ljbffr Jobless