JOB SUMMARY:
The Client Services Engagement Manager at Argano is not just a role but a critical linchpin in the client relationship and delivery model. This position is the cornerstone of our interface with clients, embodying the Argano brand and ethos in every interaction. As the face of Argano to our clients, this role holds the dual responsibility of ensuring client satisfaction and being the vigilant eyes and ears of Argano, continually seeking opportunities to enhance and expand our service scope. It involves an intricate balance of nurturing client relationships while simultaneously leveraging our expertise to identify and address their business challenges with innovative technical solutions. The Engagement Manager is the conduit through which Argano's commitment to delivering excellence and driving client success is realized.
RESPONSIBILITIES:
Serve as the primary ambassador of Argano to Oracle HCM clients, embodying our values and commitment to excellence.
Forge and maintain robust, enduring relationships with clients, being their trusted advisor and first point of contact.
Ensure the highest levels of client satisfaction, acting as Argano’s ears and eyes on the ground to gauge client needs and feedback.
Proactively identify and mitigate potential issues and risks, maintaining the integrity and quality of our service delivery.
Skillfully manage client escalations, resolving them with efficiency and tact.
Keep clients consistently informed with clear, effective communication, ensuring they are aligned with project progress and any changes.
Deeply understand client business objectives and challenges, using this insight to tailor solutions that integrate Argano’s technical prowess.
Actively identify opportunities for upselling or expanding Argano's services based on evolving client needs.
Ensure seamless planning, execution, and delivery of services, embodying Argano's commitment to quality at every stage.
Coordinate closely with internal teams, ensuring a harmonized approach to client engagement and delivery.
Regularly conduct assessments to refine and enhance our service model and delivery.
Manage multiple clients on a daily basis through help ticket prioritization and coordination of issue resolution from a team of functional consultants
Responsible for maintaining client budgeting and billing.
MINIMUM AND/OR PREFERRED QUALIFICATIONS:
EDUCATION:
Bachelor’s degree in Information Technology, Computer Science, Engineering, or other technical degree or any relevant field.
MBA a plus.
EXPERIENCE:
5-10 years of experience in client services or project management with a proven track record in managing complex, client-facing projects.
Minimum of 5 years implementing or managing HCM projects
Demonstrated ability to handle multiple projects effectively, with exceptional communication and interpersonal skills.
Experience writing comprehensive scope documents.
5 or more years of direct supervisory experience.
SKILL REQUIREMENTS:
Executive Communication Skills: Strong verbal and written communication to interact effectively with clients and internal teams. Ability to convey complex ideas in a clear and concise manner. Communicate effectively with C-level executives.
Client Relationship Management: Build and maintain positive relationships with clients. Understand client needs and ensure customer satisfaction.
Global Perspective Skills: Manage client engagements on a global scale. Understand international business practices.
Innovative Solutions: Drive innovation in client service delivery. Propose and implement new strategies to improve client satisfaction.
Risk Management Skills: Identify and mitigate potential risks in client engagements. Develop contingency plans for complex projects.
Project Management Skills: Assist in project planning, execution, and delivery. Coordinate project tasks and timelines.
Strategic Thinking Skills: Contribute to the development and execution of strategic plans.
Negotiation Skills: Negotiate contracts, agreements, and service-level expectations.
Problem Solving Skills: Identify and address client issues promptly. Collaborate with the team to find effective solutions.
Team Collaboration Skills: Work closely with cross-functional teams. Foster a collaborative and positive team environment.
