Technical Engagement Manager

Role Description

Join Irth to lead SaaS implementations that keep operators safe and communities connected to critical infrastructure. The Technical Engagement Manager is responsible for the end-to-end management of the software resolution implementation process and key deliverables for clients. They will work with Irth clients to customize and install software systems. In this role, you will understand the client’s business and translate business needs into requirements, demonstrate how purchased software systems work, and answer questions relating to implementation. This role is responsible for project management, training, troubleshooting, and ongoing support to ensure that the software solution meets the client's needs and complies with all relevant regulations.

The ideal candidate will be a strong individual contributor with an ability to influence decision-makers and juggle various priorities at any given time. They will possess excellent communication skills, a keen attention to detail, and the ability to work independently as well as part of a team. This is a critical role that requires a proactive approach to problem-solving.

• Lead and manage the implementation of assigned projects from end-to-end, maintaining communication throughout the project to meet client expectations.
• Complete projects within expected KPI’s - on time and on budget.
• Meeting with clients following the sale of software packages to collect data and other information required to customize software systems.
• Lead clients through business-requirements sessions to evaluate and determine priorities and feasibility and then guide clients to optimal solutions.
• Lead clients through system configurations using a Train the Trainer approach to create Irth software subject matter experts within the client team.
• Take client’s “as-is” Business processes and formulate the “to-be” process within our product(s). Identify gaps and new features as necessary.
• Document requirements in the form of statements of work, process flow diagrams, and other artifacts.
• Plan, lead, organize, and control multiple project initiatives through regular meetings, project status reports and maintaining great relationships.
• Utilize the company’s systems to track and maintain accurate project status and time entry.
• Record customer communication through the system, providing transparency regarding status.
• Coordinating client enhancements with internal Irth teams on upcoming sprints.
• Responsible for maintaining close working relationships and communication cadence with matching technical team members and leads.
• Working with internal Irth teams to establish ETA for planned development projects and manage impacted stakeholders through execution, including movements on ETA and rationale.
• Take an active role in working with development team(s) to ensure defined user stories are reflected in their technical design as projects are broken down into development sprints.
• Leading project planning sessions to coordinate staff and internal resources, incorporating risk mitigation into project plans, managing progress and adapting work as required conducting project reviews, contributing to reports for executive staff.
• Customizing software systems based on clients’ individual needs and specifications.
• Serve as the Subject Matter Expert for assigned Projects.
• Utilize strong underwriting and product knowledge to support the review for content accuracy and intent.
• Lead team through detailed system and business process analysis; ensures enhancements and solutions positively contribute to, expand upon, and do not conflict with overarching product(s) strategy.
• Create process flow and project documentation, including wireframes, flow charts, and system configuration documentation.
• Coordinating user acceptance testing to secure sign-off of new features.
• Performs other duties as assigned by an appropriate administrator or their representative.

Qualifications

• Strong independent decision-making, organizational, planning and problem-solving skills.
• Strong technical acumen and understanding of software development practice and procedures.
• The ability to identify areas for improvement.
• A self-starter with demonstrated commercial acumen.
• Excellent written and verbal communication skills.
• Strong organizational skills.
• Ability to specify technical changes to technical/development teams.
• Bachelor’s Degree in a related field preferred and 3 years of relevant experience, or 5-7 years’ experience in lieu of a degree.
• Direct customer-facing and implementation delivery experience.
• Ability to quickly learn new concepts and technologies and convert them into customer solutions.
• Excellent oral and written communication skills.
• Possess the ability to motivate and maintain effective working relationships.
• Ability to rely on experience and judgment to plan and accomplish goals.
• Experience managing others including contractors and suppliers.