MCA Connect · 1 month ago
Engagement Manager/Customer Success Manager
United States
Full-time
Hybrid
Senior Level
$160K/yr - $180K/yr
5+ years expMCA Connect is a leading US-based solution partner in Microsoft Business Applications and Azure Data & AI. The Engagement Manager role focuses on driving client success, managing account relationships, and expanding service opportunities while acting as a liaison between clients and the MCA Connect team.
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Responsibilities
Drive client success and achieve trusted advisor status with client executives
Grow revenue for assigned portfolio of accounts
Expand existing services opportunities and develop new cross-sell engagements
Serve as the central coordinator and liaison for interactions between MCA Connect and the client after an implementation project has been awarded
Act as an escalation point for the client beyond the Project Manager and for the MCA Connect Project Manager or Delivery Director
Establish project satisfaction criteria and quantify project ROI metrics with clients pre-engagement
Measure success achievement with the client during and post implementation
Collaborate with internal marketing to create case studies and seek customer testimonials after go-live
Perform quarterly or semi-annual business reviews with clients to assess project ROI and advise on ways to improve business operations efficiency and effectiveness through MCA Connect’s service and product lines
Conduct bi-weekly calls with clients to address open issues, work requests, etc
Execute Client Satisfaction Surveys
Meet monthly with the MCA Connect Executive Sponsor to provide account updates and to plan/strategize on next actions
Participate in periodic calls with the Managed Services team to assess status of issues/cases associated with assigned accounts
Develop an annual business plan for each portfolio client and execute against that plan while adjusting based on client requirements
Perform internal Quarterly Business Reviews with progress against the annual plan
Identify opportunities for additional products and services with assigned accounts and work with field sales and pre-sales team to prepare, deliver, and close scopes of work
Coordinate with Service Line Managers and Subject Matter Experts to engage with designated clients
Participate or lead in transitioning sold projects to the MCA Connect Project Team
Work with the MCA Connect Marketing team to establish aligned value add communications via newsletters, blogs, and events
Review opportunities, set opportunity strategy, and update resource forecast with the MCA Connect Sales Leadership Team
Ensure the internal CRM system is kept up to date and accurate across account, contact, lead, opportunity and project data
Meet with Microsoft Dynamics 365 SSPs, AE, TSs, Sales Managers, etc. to enhance relationships with Microsoft and generate new business opportunities
Work with client Project Manager to take ownership of project reporting, steering committee presentations, etc
Participate in status review meetings for active projects with Project Manager and client
Review Change Orders Requests
Monthly review of customer EVAs and Account Receivable
Qualification
Required
Bachelor's degree or equivalent combination of education and experience
Minimum of 5 years of experience with sales or consulting in client facing business applications service delivery roles
Minimum 2 years of experience in business development
Strong track record of delivering value in a customer environment while generating profit
Strong presentation, communication and negotiation skills
Experience in the IT industry and IT consulting, specifically in software implementation and Project Management with Microsoft Dynamics 365 Finance and Operations (ERP) and CRM required
Proven client engagement capability
Ability to translate strategic direction into tactical deliverables
Strong communication and interpersonal skills
Ability to travel up to 50%
Preferred
Experience with Microsoft Dynamics 365 Technologies, or competitive platforms
Understanding of manufacturing industry, Supply Chain/Distribution and related industry business processes
Experience in professional services/consulting organization
Benefits
Work/Life Balance with Unlimited Paid Time Off (UPTO)
401k Plan with Company Matching Contribution
Monthly Stipend for Home Office Expenses
Subsidized Medical, Dental and Vision Coverage
Health Savings and Flexible Spending Accounts
Company Paid Life and Disability Insurance
Training, Certification and Continuing Education Support
Company
MCA Connect
MCA Connect is a system integrator focused on the sale and support of Microsoft Dynamics software solutions.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
RLH Equity Partners
2020-07-14Private Equity
Leadership Team
Doug Bulla
Senior Vice President Solution Development
Recent News
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