Client Engagement Lead

Title:
Client Engagement Lead

Division:
Functional Services

Reports to:
Functional Services Manager

SUMMARY

The Engagement Lead is responsible for the client's success. They play a crucial role as the lead consultant during the delivery of our specialist PPM Deployments. Working closely with clients to assess their maturity levels, define improvement areas, and guide them throughout the deployment lifecycle. The client engagement lead is required to deliver defined business outcomes and lead across multiple implementation teams in deploying the relevant functionality and technology in adherence to the agreed solution design and hummingbird contracted service.

They will need to have a deep understanding of the tool to provide subject matter expertise and specialist delivery to meet our client's goals. They will be responsible for providing recommendations to the client for areas of improvement & ensuring adoption of the platform.

The role demands strong leadership, problem-solving skills, and a customer-focused mindset to ensure optimal delivery and exceed client expectations

Business Services

•   Manage escalated and complex customer inquiries, ensuring timely and effective resolution.

•   Deliver exceptional service to maintain high levels of customer satisfaction.

•   Act as a point of contact for advanced troubleshooting and problem-solving.

•   Validating scope and expectations to deliver value.

•   Develop and maintain strong client relationships, acting as a trusted advisor

•   Facilitate and lead customer workshops to understand their business needs and goals. Showing agility, flexibility and a capability to be creative in solutions, whilst aligning to the Hummingbird line of business products and services.

•   Work directly with clients to understand their business challenges and develop tailored solutions.

•   Act as the lead consultant and delivery subject matter expert in both a pre-sales context and on delivery engagements. Execute projects according to the agreed work plan under the direction of the delivery manager, and where necessary, direct delivery consultants in their delivery tasks and ensure quality outcomes for our customers as a result.

•   Provide project status information to the delivery managers or project managers, including risk identification, task delay and task completion estimates. Validate with the project or delivery manager that the completion expectations have been met.

•   Proactively alert Project teams of potential problems based upon your strong working knowledge of software and hardware compatibility within the customer's environment.

•   Responsible for directing and reviewing comprehensive documentation around solution design and project delivery. Works closely with the technical team to fully understand the design and implementation to be delivered to the customer.

•   Identify, analyse and manage technical risks within consultancy engagements, and projects, assisting to make strategic decisions on the most effective use of resources to drive increased profitability.

•   Facilitate strategic project review sessions to share materials or lessons learned with the wider hummingbird team. The client engagement lead plays a critical role in the knowledge feedback loop in refining existing solutions and the creation of new service offerings.

•   Develop skills and work with the Functional Services Manager to attend prescribed/requested training, demonstrating accountability for keeping own performance on track and a commitment to personal learning and development.

•   Supports the PPM Analyst in preparing, maintaining and submitting activity/progress reports and time recording/management reports in accordance with Hummingbirds' procedures.

•   Where required, support the Delivery Services Director in providing pioneering subject matter expertise to Pre-Sales and Sales.

•   Assist in or be responsible for the creation of knowledge management articles and perform all knowledge management tasks in accordance with defined processes, procedures and personal KPIs.

•   Effectively represent Hummingbird in a professional manner to the customer at all times.

•   Mentor delivery Consultants within specialist areas.

•   Willingness to work on a flexible schedule and travel where required.

Financial Responsibilities

•   Has a good understanding of project management financials and can manage project cost for the projects that they lead.

People leadership and capability development

•   Develop a high-performing team that can build trust with the business, deliver high-quality services, and effectively navigate through a changing environment.

•   Supporting consultants and senior consultants within the business

•   Develop a customer-centric, progressive and "game-changing" culture.

Selection Criteria

Qualifications

•   Certified consultant or technology equivalent accredited in a specialist area.

•   Business or similar degree qualification preferred.

Experience

•   Experience within the IT Industry/financial/Other services or in business consulting.

•   Experience with large-scale digital transformations.

•   Exposure to developing Strategies and formulating roadmaps.

•   Experience delivering major business solutions

Knowledge of

•   Advantageous to have knowledge of network solutions, operating systems, and technology integration both from an infrastructure and application aspect.

•   Appreciation of multiple technology platforms.

•   Knowledge and experience of related computer applications

•   Working knowledge of Microsoft Office

•   Knowledge or working with PPM Solutions would be greatly advantageous.

•   Advantageous to have knowledge of financial systems and general financial management principles.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers and phones. While performing the duties of this job, the employee is regularly required to talk or hear.