Initialization Success Manager II

Company: DataServ
Location: Saint Louis
Posted on: January 16, 2022

Job Description:

Position Description :
The Initialization Success Manager II employs, utilizes and enhances DataServ's proprietary SaaS initialization methodology. This position is accountable for managing client Initializations, internal projects and delivering outstanding client service.

The Initialization Success Manager II is responsible for collecting, coordinating and managing client communications during initialization as well as documenting and assisting with client change management and rollout plans. The Initialization Success Manager II assures communication of project details and specifics are always smooth and complete. This position interfaces with the Client Project Manager and all levels of the client organization to ensure superior client satisfaction.

The Initialization Success Manager II also collaborates with DataServ Client teams to complete initializations of DataServ solutions on budget. This position identifies, anticipates, and prevents problems and delays in the most positive way. The Initialization Success Manager II also works with the Sales team to facilitate account transition immediately following the sale.

The position reports to the Manager, Solution Delivery.

RESPONSIBILITIES:
Essential Functions
Initialization Process
- Acts as the primary liaison between DataServ and the Client during new initializations, moves, adds and/or changes.
- Drives the timely initialization of standard DataServ Solutions through the tailoring process.
- Develops, enhances and maintains DataServ's initialization project process through regular review and updates. Plan should be kept current with new methodologies for initializing clients efficiently and effectively.
- Maintains tools for oversight of the entire portfolio of current projects in the initialization process to identify issues, resource constraints and revenue recognition opportunities.
- Develops, enhances and maintains DataServ's Rapid Adoption Kit to enhance user adoption of DataServ's solutions through smooth change management practices and suggestions for clients.
- Develops, enhances and maintains the new client welcome packet which enhances user adoption of the DataServ solutions

Cross-departmental Interaction
- Works with DataServ Solution Delivery, Client Success, Infrastructure Technology Operations and Digital Mailroom departments to ensure all initialization steps are completed within the project budget and properly communicated to Clients.
- Insures and facilitates transition to Client Success upon live date by creating follow up steps and securing client acceptance of follow up plan, including a documented rollout plan, where appropriate. Works with the Client Engagement Specialist and Client Success Account Managers following new program initializations, including training, introduction of support staff, monitoring startups, and providing Client feedback to DataServ Management team.
- Supports Client Success on all ongoing projects involving client solutions (i.e. new sales, moves adds and changes, renewals, conversions, etc.) using scope of work, meetings, on-line web sessions and conference calls.

Client Communication
- Develops a thorough understanding of the client's business and their applications with DataServ. Learns and understands the organizational, social and political structure of each client served.
- Develops a working relationship with Client decision makers such that communication is facilitated for project success and needs.
- Adds value to each and every client experience with DataServ and the DataServ solution.
- Facilitates internal and client meetings during all phases of the project.
- Works with client and DataServ team to define client project and documentation of service plan.
- Coordinates and synchronizes all subsets of the master project plan to maintain consistent communication and ensure complete, high quality solutions are delivered to clients.
- Develops and maintains proactive communication strategies to ensure strong working relationships with all Clients, including feedback to DataServ Management Team.
- Supports development of continuous improvement strategies which will yield superior client satisfaction by resolving issues or identifying improvement opportunities in service levels.

Sales and Marketing Support
- Interfaces with prospects as requested to create confidence in DataServ's initialization services.
- Assists the Sales team through participation in prospect meetings to demonstrate DataServ's initialization process and to create confidence.
- Identifies opportunities for additional account penetration through analysis of current practices, then relays this information to the Sales team.

Competencies
Communication
Teamwork / Leadership
Problem Solving / Results
Trust / Ethical Practice
Cultural Awareness / Values
Relationship Management
Consultation

REQUIRED EDUCATION/EXPERIENCE
Bachelor's degree required.
4-6 years of project management experience in a technical (IT) environment.
- Experience working with external clients, preferably in a consulting environment.
- Must demonstrate the soft skills necessary to manage external client relationships.
- Technical analytical skills are required.
- Experience with time budgeting, forecasting, resource utilization.
- Experience with process development and analysis.
- Trained in the use of project management tools such as Gantt charts, Critical Path, Agile Development.
- Willingness to present all information timely to both clients and DataServ.
- Ability to coordinate and lead meetings effectively.
- Ability to set and maintain standards of professionalism and teamwork.
- Strong PC literacy.

PREFERRED EDUCATION/EXPERIENCE
Advanced degree preferred.
SaaS experience preferred.
- Experience with Liquid Planner, PowerPoint, Visio, Word and Excel, preferred.
- Training experience preferred, especially in technical and process-related areas.
- PMP Certification helpful.

DataServ is an Equal Opportunity Employer/Vet/Disabled.

Keywords: DataServ, St. Louis , Initialization Success Manager II, Executive , Saint Louis, Missouri