SUMMARY:

As a Manager, Client Success and Onboarding for PRGX, you will serve as the primary point of contact for the onboarding of new customers and new features for existing customers, focused on partnering with customers to help them recognize the value of PRGX’s Verigon® Solution Suite. Your laser focus on delivering excellence motivates you to develop strong relationships with customers and communicate effectively and frequently with stakeholders at all levels.

KEY TRAITS:

You prioritize development of a deep understanding of customer needs and draw connections to available solutions. You recognize opportunities to improve and continuously work to identify better solutions and aim to solve problems with technology, instead of manual work, wherever possible. Time-management and the knack for handling a full-plate with multiple competing priorities is your specialty.

JOB DUTIES & RESPONSIBILITIES:

·         Project manage onboarding projects as assigned and deliver superior customer service for all items related to the product and services

·         Develop relationships with customers to understand their business strategies and maintain consultative positioning to define and implement PRGX services to meet their needs

·         Manage the on-boarding of new features for existing customers to ensure all features are enabled for success

·         Teach users and account teams how to use the product suite following standardized outline

·         Identify additional opportunities and/or underutilized modules and facilitate training and/or education to drive increased adoption and utilization of the product suite

·         Provide input for enhancements to training materials and/or training delivery

·         Provide input for development projects, keeping a strategic eye out for opportunities to improve the platform; retains a focus on usability and customer feedback

·         Ensure customer requirements and processes are documented to deliver superior customer satisfaction

·         Drive continuous process improvement by routinely analyzing processes to identify opportunities to improve quality or effectiveness and leads the efforts to define and implement those changes

·         Ensure all aspects of our solution suite are properly configured to deliver desired outcomes for customer

·         Deliver status updates to key contacts and executive sponsors on a routine and timely basis either through recurring meetings or electronic messaging

·         Prepare and present monthly and/or quarterly feature reviews and updates to account teams

·         Provide routine status updates on all projects to PRGX internal stakeholders and leadership

·         Identify project jeopardies, root causes, and corrective actions and drives timely resolution; leads internal and customer communication throughout resolution and provides summary of issue after completion

·         Perform and coordinates special projects as assigned

·         Demonstrate commitment to PRGX’s core values by leading, acting and behaving in a manner consistent with these values

·         Perform other duties as assigned

 

 WORK EXPERIENCE AND EDUCATION REQUIREMENTS:

·         Bachelor’s Degree from four-year college or university

·         5 + years in telecommunications or related SaaS experience required

·         Project Management Experience, especially in onboarding SaaS solutions

·         Ability to go beyond a ‘script’ to get a firm understanding of customer needs

·         Must be a self-starter, resourceful and willing to take initiative

·         Excellent verbal and exceptional written communication skills, with ability to communicate complex technology concepts and application

·         Excellent time management and organizational skills

·         Ability to meet deadlines and complete projects as assigned

·         Able to successfully interact with customers and understand the needs of each unique account team and organization

·         Able to maintain professional poise and comfort leading discussions with decision makers, end-users and IT professionals

·         Strong computer skills (Microsoft Office365, Word, Excel, PowerPoint, SharePoint) and the ability to quickly become an expert in PRGX’s platform

·         Willingness to be on calls with our global user base including nights and early mornings