Technical Customer Success Manager

Our Client, a top Global Pharmaceutical Company seeks an IT Project Manager to act as a Customer Success Manager to manage various customer focused projects in support of the Commercial business unit. The successful candidate will have a strong focus on engaging with our external Customers to understand their needs in the context of the services and products we provide and then working with a PM (or performing lite PM duties) to ensure the customer project is delivered.

Specific Skills and Experiences

• Experience managing technology delivery with a Product Management approach (vs. Project Management).
• Experience managing customer implementation projects including supporting pre-sales Business Development activities such as RFP responses and pricing.
• Experience managing data-intensive projects, including the cleansing and aggregation of disparate data sources and the summarization / reporting of that data via key business metrics.

Project Planning

• Develop and get signoff of the overarching project charter or customer contract agreement, including, but not limited to, the communications plan, project team structure, recurring meetings (including steering) frequency, etc
• Prepare for, and conduct, project kickoff presentation.
• Ensure all required deliverables are included in the overall project schedule, with resource assignments and WBS tasks.
• Establish a baseline financial budget for the project, ensuring full transparency with External and Internal stakeholders.
• Develop a project timeline / schedule using Microsoft Project or similar, working with the appropriate Vendor, Customer, Business and IT teams.
• Work with external customers or vendors, and internal stakeholders to finalize and get signoff on detailed scope of the project.
• Drive a technology assessment (and potential RFP responses) based on the outcome of the requirements gathering and consideration of technology offerings.
• Coordinate all key project meetings, phone calls, meeting rooms, etc

Project Execution

• Manage overall financials of the project, ensuring key financial information is always up to date in the overall IT project portfolio tool and working with our business accounting team to monitor profitability.
• As dictated by the scope of different projects, work in close collaboration with internal and external resources, multiple business units, and all BT teams to ensure the project is getting executed and will deliver the baselined scope within budget and schedule.
• Prepare weekly status reports and monthly / bi-monthly steering committee presentations.
• Manage the project schedule, baselining it and getting sign-off on it when scope is finalized, and always managing actuals vs. forecast vs. baseline.
• Effectively manage all scope changes, including obtaining required approvals, aligning stakeholder expectations, and assessing any corresponding impacts to budget or schedule.
• Manage overall scope of projects as defined in the project charter, including the scope, schedule, financials, etc of any project-related SoW.
• Maintain issues & risks logs, ensuring issues & risks are categorized and prioritized appropriately, working with project stakeholders on risk mitigation strategies and action plans for issues, and escalating / raising at appropriate times.
• Ensure all key deliverables are being produced, stored in the appropriate repository, and when applicable, signed-off on.
• Conducting regular (e.g. weekly), action-oriented, project status meetings with all key project stakeholders.
• Manage overall project communications, including communications to executive stakeholders (internal and external), IT colleagues, vendors, business stakeholders, and clients as needed.

Financial Responsibilities

• Manage overall project budget as defined in the approved appropriations request (AR) In coordination with Finance, setup POs, track invoices, track actual / committed spend / accruals, etc.

Management / Supervisory Responsibilities

• None, other than the inherent responsibility of ensuring cross-functional resources assigned to tasks for a given project are executing those tasks.

Requirements

• Knowledge of information systems & logistics as it relates to client needs.
• Planning and organizational skills.
• Experience with relational/ non-relational database tools - understanding, design, architecture.
• Specific knowledge of client business and operations.
• Customer Service skills.
• Skill in troubleshooting and problem solving.
• Ability to translate customer needs into technical requirements.
• Good communication skills both verbal and written.
• Ability for high level of attention to detail.
• Experience in testing and bug reporting tools.
• Experience with reporting tools like MicroStrategy, Microsoft Power BI, Tableau.
• Expertise in data profiling, mapping and/or analytics.
• Experience in Salesforce and/or Veeva CRMs.
• Conflict resolution.