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Technical client engagement manager

Company: CGI Group, Inc.
Location: Troy
Posted on: September 21, 2022

Job Description:

Technical Client Engagement Manager Position Description CGI is expanding our Client Engagement team to support growth and expansion in our State and Local IP sector. Our Technical Client Engagement Managers(CEM) are responsible for ensuring our account teams have the infrastructure services they need to provide optimal service to our Managed Advantage clients. Our CEMs work closely with the Managed Advantage team to support Steady State Operations and transition projects from an infrastructure services perspective. Using your strong interpersonal communication skills and knowledge of infrastructure services, you are the go to person for our internal operations teams to obtain direction and for the account teams to request services. You will join a team of supportive and experienced engagement managers and project managers who deliver infrastructure services to our CGI USIS IP teams supporting multiple clients. You will be responsible for developing and maintaining the relationship management functions with customers and accounts in conjunction with the Sales and Client Delivery Management Organization. The CEM serves as a customer ''go to'' resource for all support-related issues including growth and new opportunities within existing clients and new clients. Your future duties and responsibilities Financial

  • Update/maintain account financial workbooks.
  • Ensure levels of service match services being provided and costs.
  • Provide account financial forecasting for internal budgeting and account resource planning.
  • Understand account billing and review monthly bills.
  • Ensure accurate account billing and collection.
  • Obtain approval from account for additional Tier 1 GTO charges.
  • Review existing processes, tools and technologies with the objective of reducing cost. Growth
    • Participate in planning activities.
    • Understand CGI GIS Offerings and be able to provide information related to those service offerings to grow interest in new services within the client and account organizations.
    • Ability to perform project manager responsibilities for small efforts.
    • Productivity
    • Identify opportunities for service improvements and cost reductions in current service offering. Service Excellence
      • Provide Single Point Of Contact (SPOC) or main interface for customers/accounts and operations leadership. The CDM will interface on a routine basis with the delivery team personnel to resolve problems on behalf of the customer and to use that knowledge to preclude recurrence of such problems.
      • Supervise and analyze operations and processes to ensure customer service levels are being met.
      • Follow through on problems to ensure root cause is identified and corrective actions are applied to client satisfaction.
      • Communicate, coordinate and be responsible for technical recommendations to the account.
      • Represent the client during projects and technical planning meetings with the delivery/capability teams.
      • Track and resolve outstanding account/client issues related to Tier 1 services. Client Communication
        • Participate in and facilitate client meetings at least weekly.
        • Participate in and facilitate client evaluations of CGI.
        • Day to Day Operations, in conjunction with the Incident, Problem, and Change Management team: Change Management
          • Coordinate/open changes and maintenance.
          • Obtain account approval for all changes.
          • Provide feedback to account on status of changes (i.e. successful, canceled, incomplete, unsuccessful).
          • Validate completion of changes.
          • Acts as the main point of contact for day-to-day client service delivery;
          • Responsible for quality of services, alignment to service level agreement (SLA) and profitability of all operations services delivered under the SLA;
          • Ensures that implementations of changes or new initiatives are delivered on time and meet client requirements by maintaining tight control over the project schedule, risks, scope of work and budget.
          • Builds and maintains strong client relationships, and participates in client meetings regarding performance to ensure client satisfaction;
          • Ensures that operational teams and subcontractors maintain a clear understanding of the client's needs, and provides day-to-day client advice and support; Required qualifications to be successful in this role
            • Understanding the benefits of good and timely communications
            • Technical - some technical background is useful understanding infrastructure delivery
            • Project Management, some PM background is useful in understanding how to delivery infrastructure services
            • Needs to be super Team Oriented and a self-starter (lots of support within the group) Est. Salary Range (Colorado Only): $86,300.00-$110,000* Disclaimer: In accordance with Colorado's Equal Pay for Equal Work Act, effective January 1, 2021, a good faith hourly or base salary range must be posted for all positions where the work may be performed in the state of Colorado. Therefore, this good faith salary range will only apply where this described position will be performed in the state, and should not be considered the compensation range in other locations or for other positions. At CGI we call our professionals "members" to reinforce that all who join our team are, as owners, empowered to participate in the challenges and rewards that come from building a world-class company. CGI's benefits include:
              • Competitive base salaries
              • Eligibility to participate in an attractive Share Purchase Plan (SPP) in which the company matches dollar-for-dollar contributions made by eligible employees, up to a maximum, for their job category
              • 401(k) Plan and Profit Participation for eligible members
              • Generous holidays, vacation, and sick leave plans
              • Comprehensive insurance plans that include, among other benefits, medical, dental, vision, life, disability, out-of-county emergency coverage in all countries of employment;
              • Back-up child care, Pet insurance, a Member Assistance Program, a 529 college savings program, a personal financial management tool, lifestyle management programs and more Insights you can act on While technology is at the heart of our clients' digital transformation, we understand that people are at the heart of business success. When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees "members" because they are CGI shareholders and owners and owners who enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today - one of the world's largest independent providers of IT and business consulting services. At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist. Ready to become part of our success story? Join CGI - where your ideas and actions make a difference. Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics. CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com . You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned. We make it easy to translate military experience and skills! Click here to be directed to our site that is dedicated to veterans and transitioning service members. All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances. CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI's legal duty to furnish information.Skills
                • Delivery Management
                • Project Management
                • Financial Management

Keywords: CGI Group, Inc., Montgomery , Technical client engagement manager, IT / Software / Systems , Troy, Alabama

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