The Symmetry Client Manager (CM) is the point of contact for contracted services to a set of clients and is each client’s essential “ombudsman,” representing their interests within and across Symmetry.  The CM will work closely with the Director(s) of Delivery, Technical Leads, and consultants to track status, communicate plans, coordinate resources, drive priorities, ensure that deliverables and timelines are met, and that clients are delighted with the service, support and responsiveness they receive from Symmetry. This is primarily a management position requiring skills of a Technical Account Manager as well as good interpersonal and organizational skills. It is imperative for Client Managers to add strategic value to the clients they support.

Preferred Qualifications

  • Technical Account management experience, with the ability to position up and down client organizations (e.g., from the CIO to the day-to-day technical user or manager)
  • Demonstrated ability to successfully manage interpersonal relationships and resolve conflicts
  • Ability to match client’s business requirements with product capabilities
  • Demonstrated ability to manage multiple priorities/clients to ensure deadlines are always met
  • Previous experience in conflict resolution
  • Demonstrated ability to articulate technical concepts to non-technical personnel
  • Ability to be consultative from both a strategic perspective and from a tactical perspective, with the insight to know when—and with whom—to pivot from one to the other
  • Familiarity with SAP products and/or hosting solutions preferred
  • Willingness and ability to travel 15% of the time

 

Duties

  • Client Management
    • Responsible for overall client satisfaction and ownership of the relationship
    • Responsible for clients’ understanding of services to be rendered and the communication of those expectations to the technical teams
    • Participate in regular meetings with clients to build relationships, discuss delivery of services, and improve communications
    • Visit customers as appropriate to strengthen and expand relationships with decision makers, champions, day-to-day users and influencers
    • Provide business, technical, and product knowledge in support of post sales activities in order to ensure customer satisfaction and identify opportunities for Symmetry to add even more value
    • Educate clients on existing and new Symmetry products and procedures, and how they can contribute to their business growth
    • Own initiatives to proactively evaluate customer’s systems and identify opportunities to be a trusted advisor from both tactical and strategic perspectives
    • Frequently conduct and coordinate tactical operations reviews with client delivery teams
    • Liaison between client and technical teams (Security, Control Panel, Hosting, Basis, Support Services)
    • Track profitability of client engagements and work proactively and collaboratively with Delivery Directors and Technical Leads to intervene as necessary
    • Work collaboratively with Delivery Teams to monitor status, report on accomplishments and set customer priorities
    • Leverage, embrace & reinforce key Symmetry tools (e.g., ITSM, Monitoring, Project Management) to drive visibility, proactivity and accountability
  • Personnel Management (Human Capital Management)
    • Articulate and exemplify the ‘Symmetry Mission, Vision and Values’
    • Offer input into yearly performance review of all stakeholders involved in client delivery
  • Symmetry Internal Management
    • Partner with other leaders as required on client projects or internal Symmetry projects
    • Participate in corporate improvement initiatives and other duties as assigned

 

Compensation

Commensurate with experience and performance

Apply

Please send resume and cover letter including salary requirements to our HR Department at: sym-hr@symmetrycorp.com

 

Symmetry Corporation is an Equal Opportunity Employer. Symmetry Corporation performs pre-employment background screening of all qualified candidates. Symmetry does not take part in the sponsorships of VISA.