EDI Technical Solutions ManagerExperience = 10+ yearsBudget = 32 LPAShift = Night Shift RemoteSupport Technical Solution Manager will manage an assigned group of Managed services accounts.The Technical Solution Manager will be the client’s primary point of contact and owns the client’sservice delivery and experience. The Technical Solution Manager manages general Service Deliveryfunctions while ensuring service levels agreements and contract expectations are met, follow-up itemsare addressed, and successful delivery and coordination occurs across all stakeholders.Duties & Responsibilities
- Service Delivery– Provides a single point of contact and accountability to the customers for all ManagedServices related matters.– Proactively works with the customer to provide a seamless service.– Ensures all services are delivered according to the contract– Handles escalations for delivery and acts as a client advocate to ensure consistentservice and ongoing satisfaction with standard processes.
- Project Management– Technical Solution Manager manages all the onboarding and change requests to ensurecontinuity and communications.– Managed the project from scope, cost and time management standpoint.– Assigns tasks for timesheet entry and timesheet approval.
- Client Meetings/Communications– Technical Solution Managers are responsible for communicating effectively to the clientand facilitating structured meetings.– Organize client meetings at mutually agreed upon times and frequency to:
- Discuss new and existing change requests and onboardings.
- Discuss any issues with the delivery process and corrective actions.
- Consult clients on potential and new projects– Ensure contract compliancy– They should also communicate effectively to internal teams:
- Keep Sales/Customer Success Managers informed of important activities goingon within the account such as new business opportunities, service issues, andany other impacting events.
- Keep internal teams informed of upcoming activities that may impact resourceplans, production processing, staffing, etc.
- Reporting– Deliver standard and/or contractual SLA reports to customers– Manage the operational aspects of monthly/quarterly Business Reviews with clients:– Problem trends, strategic direction– Change Request performance
- Escalation Management– Technical Solution Managers are responsible for ensuring the client’s solution is runningas expected. They are the client advocate, and the initial escalation point for thecustomer if the normal process fails.– Act as an advocate for the client by getting the right level of attention brought to theclient’s issue– Put together improvement plans to resolve recurring issues on the customer’s behalf
- Client Satisfaction– Technical Solution Managers are responsible for ensuring the client’s overallsatisfaction. This is a critical evaluation point for each DM.– Ensures client response to surveys.– Works with client to clarify any issues or manage expectations.– Works across cross-functional organizations to develop and manage action plansfor any negative survey items.Requirements Bachelor’s degree in computer science, Management Information Systems, or related field 5+ years of delivery management or project management experience, preferably with any of theEDI integration products. Overall 10+ years of experience. Good understanding of support systems and working of a support organization. Project Management Professional (PMP) certification preferred Must be well organized and detail oriented Demonstrated experience delivering cloud-based technology solutions Exceptional stakeholder management and executive presentation skills Skilled with interacting and coordinating across multiple business and technical teams Ability to manage a portfolio of multiple customers concurrently Ability to build robust, long term client relationships Strong communication and client facing skills Analytical and problem-solving skills