Sr Cust Supp Mgt Professional (Delivery Lead)

Job description

To provide tactical leadership and support to the regional consultants and assist in planning, implementation, and internal initiatives. To support all phases in the delivery of Sparta products including but not limited to internal processes, developing user stories, configuration oversight, configuration, testing and training.

Responsibilities

Oversee projects, team members, and customers from a technical and/or industry SME perspective while also coaching and managing escalations, as necessary Mentoring Delivery Consultants to improve their skills and promote consistency across the team Provide oversight and direction to internal initiatives, as necessary Must be willing to travel 25%-50%.

Qualifications

Must Have

• Ability to lead, motivate and direct a team Hands-on experience in both individual contributor and leadership roles within a team 8-10 years Experience leading teams in a software delivery organization
• 5+ years of proven experience in an analytical or business/quality systems environment
• Ability to lead projects, manage multiple tasks involved in meeting deadlines and deliverables and possess the necessary technical aptitude to utilize features available in a SaaS offering We Value: Familiarity with Agile process and ability to plan Sprints throughout the delivery lifecycle
• Excellent analytical, logical, presentation and interpersonal communication skills as it relates to customer facing requirements gathering and solution consulting in a SaaS environment Salesforce experience highly preferred (3+ years preferred)
• Familiarity with MS Office Outlook, Word, Visio and Excel
• Familiarity with any database management system (DBMS) such as Oracle and/or MS SQL Server is also a plus.

Experience with other SaaS software, document management systems or quality management software tools (i.e. ERP, MES, EDMS and QMS) is highly preferred. Experience with implementing QMS, documenting validation plans and conducting customer workshops