Manager, Solutions and Onboarding - Bogota, Colombia - LTG

LTG

Empresa verificada

Bogota, Colombia

hace 2 semanas

Publicado por:

Carolina González

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Descripción

The Opportunity:

This leadership role is responsible for managing a global team of Solutions Architects and Onboarding Project Managers (SA/OPM).

The team is responsible for both presales interactions with potential clients and help manage the post-sale delivery of that vision.

The support of the global sales teams includes the skills to explain, demo, and prove the value of our solutions to our potential customers.

They will work collaboratively with customers to design the proper solutions for them.

The team also manages the delivery and onboarding project to ensure that the customer's operational visions are realized and that our customers are prepared to leverage their new systems for value realization at go-live.

Key Accountabilities:

The key accountabilities of this role encompass duties that principally relate to the job purpose and may include other duties that are incidental or peripheral to the job purpose.

Duties of this role will include but are not limited to the following:

Hire, train, and retain key talent for the presales, delivery, and project management needs of the organization.
Establish goals, standards, and set expectations of performance and practices within the SA/OPM team.
Develop and implement a program for a consistent, high quality customer onboarding experience.
Collaborate and maintain a close working relationship with product, engineering, sales, marketing, and services.
Work with sales leadership and clients to design, create, and present business solutions to increase client revenue growth.
Drive the development of account plans for larger clients.
Collaborate with a variety of internal functional areas to ensure solutions are implemented and supported inline with client expectations.
Ensure all requirements are met for customer to have a seamless go live date for their business.
Responsible for guiding new customers from contract signing through onboarding, to a point where they are successfully utilizing Open LMS products.
Communicate project status internally and externally, escalate when necessary, and develop risk mitigation strategies for any blockers.
Communicate between regions and assist in coordinating activities across multiple departments
Review and report metrics and capacity planning to senior leaders. Analyze metrics to identify areas for improvement.
Conduct oneonone meetings with direct reports as well as lead recurring team meetings.
Guide and coach direct reports; give feedback and assess development, address employee issues; conduct employee performance appraisals.
Serve as an escalation point for functionally related matters.

Key Result Areas:

Performance objectives are based on the key accountabilities above and are aligned to organizational and team objectives.

Individual performance measures and behavioural standards will be discussed and reviewed on a periodic basis in accordance with the Open LMS Performance Development Policy and Procedure.

Job Authorities:

Decide priorities to achieve required performance levels
Decide when to request information from other staff
Identify own development needs

Job Criteria:

Relevant tertiary qualification such as a B.Sc. in Computer Science or equivalent commercial experience
At least 5+ years experience in a client facing role
At least 3+ years work experience in education or edtech
Fluent written and spoken English
Passionate about customer satisfaction
Demonstrated problem solving skills and ability to multitask with frequent interruptions
Excellent interpersonal skills and ability to work in teams
Exceptional listening, written, and oral communication
Ability to work with mínimal supervision
Customer focused with an understanding that both internal and external customers require you to meet their needs in a professional and understanding manner
Extensive knowledge of Learning Management Systems (in particular Moodle)
Multilingual a plus (Spanish, Portuguese)

Core Open LMS Competencies:

Customer Obsession:

Attentive and responsive to customer (internal and external) concerns
Listens to and anticipates relevant needs of the customer
Identifies, influences and manages customer expectations
Adjusts own schedule to put customer needs first
Responds quickly to customer problems
Initiates informal meetings to build relationships
Puts aside personal issues in favor of customer satisfaction

Results Oriented:

Identifies confronts and overcomes barriers to successful completion of a task or project; "puts first things first."
Demonstrates a "sense of urgency"
Focuses on outcomes rather than activities
Anticipates and prevents obstacles to timely completion of a project
Is willing to stretch to accomplish goals and "make it happen.
Removes unnecessary steps when developing a solution

Self-Aware: