- ork with the assigned customers through the life cycle of customer relationship to provide smooth transition through different phases (Sales to Service to Support).
- Lead adoption activities including educating customer locations on support processes and training requirements to help them meet their expected outcomes.
- Lead and own all aspects of post-sales engagement with the account that includes coordination with Account Management, Project Management and the Implementation team, Trainers, Product Management and Technical Support Analysts.
- Continuously measure results, advise the account towards improving adoption, and improve user’s awareness of what is possible with Hexagon PPM Solutions.
- Improve the account’s health and user satisfaction scores.
- Develop and maintain relationships with all key customer contacts.
- Be a single point of contact for "post-sales" escalations and be the customer champion within Hexagon PPM.
- Work with cross functional teams (internal and external) to ensure timely resolution of the customer’s escalations and complex technical issues involving many different internal teams.
- Conduct periodic review of use of Hexagon PPM solution, support services and status of issues and escalations.
- Help conduct root cause analysis and drive continuous improvement using project management skills for managing related action items.
- Assist customer in understanding future roadmaps and in upgrade planning.
- Accountable to guarantee correct work process and touch points with customer inside a service engagement
- Bachelor’s degree or relevant industry experience.
- Experience and/or certification in engineering, construction, or project delivery.
- Experience and/or certification in business analysis desired.
- Minimum work experience in an advisory capacity, especially on projects involving software configuration, training, development, testing, and deployment.
- Familiar with organization change management aspects of delivering change programs.
- Successful track record in managing and delivering projects.
- Demonstrable experience in problem solving.
- Occasional domestic and international travel is associated with this position – estimated at 30%. A valid passport required.
SKILLS AND ABILITIES
-Skilled at situation assessment to determine next steps in complex environments
-Strong interpersonal and team building skills, possessing diplomacy and business judgment
-Ability to understand customer’s implementation and how they interact with each other
-Understanding of Customer business structure, projects, and contracts
-Understanding of PPM Support processes and tools (Case Management, Hot Fix, Knowledge Management, etc.)
-Strong written, listening, questioning and communication skills, including presentation skills
-Strong analytical, problem solving and technical skills
-Effective time management and conflict resolution skills
-Excellent expectation setting acumen
-Strong project management and implementation delivery skills
-Expert listening skills and be able to probe with leading questions to gather relevant information
-Strong social and organizational skills, and ability to develop network for cross-functional working
- Portuguese, Spanish and English
Behavioural Competencies Required
-Self-motivated and enjoys autonomy
-People oriented with positive interpersonal skills
-Courageous and confident enough to deal with tense and unpleasant situations
-Calm and controlled in times of unanticipated and unpleasant work-related issues
-Performance driven team player
-Flexible during times of change
-Actively addresses problems
-Strong work ethic
