PROFESSIONAL SERVICES POSITIONS
Account /Implementation Manager
Business Consultant
Project Manager
Technical Support Manager
Account/Implementation Manager
The role requires a solid understanding of ROI’s technology, competitive positioning, and experience in the delivery of large, complex and strategic information technology projects for customers in Retail Industry. This position demands an individual who is resourceful, confident under pressure, and has demonstrated skill in managing customer expectations, change orders and crisis situations. Also, the ability to deliver articulate and effective strategic presentations is required.
Responsibilities:
- Creating a services business development plan in conjunction with the Account Executives for a specific customer base
- Prospecting and qualifying opportunities for consulting services (architectural, advisory, development and deployment services)
- Scoping the engagement utilizing various technical resources, including key consultants, technology architects and program managers.
- Participating in Services Quality Assurance for high risk / high dollar engagements.
- Preparing the proposals, statements of work & corresponding contracts and shepherding them through the contracting and procurement processes.
- Providing a monthly forecast to management for new work sold.
- Act as primary point-of-contact for managing the engagement and customer expectations throughout the duration of the project.
Requirements:
- Proven experience managing projects through the entire project lifecycle - including the management of multi-phase/multi-dimensional/multi-resource projects to the client’s satisfaction.
- Possess strong business development and software, solutions and / or services sales skills.
- Extremely strong written, verbal and communication skills (including proposal writing and presentation building)
- Strong interpersonal skills and ability to team with Sales, Technical, and Operations resources
- Experience employing various project enablers (third-party subcontractors, partnerships, System Integrators and outsourcing services) to complement the proposed solution.
- Experience in integrating Microsoft and non-Microsoft enterprise technologies (Linux, Unix, JDA, Oracle) is highly desired - and will enhance the candidate’s credibility with respect to enterprise architecture and IT strategy.
- Retail industry consulting and solution selling experience is highly desired.
- Adaptability, flexibility and the ability to do quality work under tight deadlines
- Solid project management skills including risk assessment and management experience
- Able to manage a frequent travel schedule
- Undergraduate or graduate degree in business, computer science or engineering and at least 10 years relevant working experience with demonstrated expertise in project and consulting (and consulting sales) management.
If interested in applying for OR if you need more information please email: hr@retailoptimization.com.
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Business Consultant
The role requires both broad and deep technology knowledge and the ability to architect a solution by mapping a customer’s business problem to an end-to-end technology solution.
Responsibilities:
- Lead discussions, evaluate and document customer business requirements and needs
- Perform business analysis in the implementation phase of client lifecycle
- Participate in Request for Proposal responses and development of tailored proposals
- Help translate business requirements into technology requirements for inclusion in contracts and/or statements of work (SOW) and assist in contract negotiations.
- Demonstrate how the software solution meets clients value proposition
- Deep understanding of competitive technology to properly assess feasibility of integrating with customer solutions hosted on other non-Microsoft platforms.
- Help customer account teams identify, pursue and close strategic business development opportunities while continually driving add-on business within existing projects.
Requirements:
- Approximately 5+ year’s professional service experience at enterprise software or professional technology consulting firm.
- Demonstrated ability to engage in senior level technology decision maker discussions related to agility, business value, and technology.
- Domain knowledge of retail industry is also an asset
- BS/BA degree or equivalent work experience.
- Frequent weekday travel to customer sites is an integral part of this role, as are high levels of recognition and visibility.
- An outstanding communicator with highly developed oral and written skills
- An ability to excel in a dynamic and unstructured environment
If interested in applying for OR if you need more information please email: hr@retailoptimization.com.
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Project Manager
The role requires both deep project management experience in a consulting organization, broad technology knowledge, and the ability to facilitate the deployment of ROI solutions by mapping common customer business problems to reusable end-to-end solutions. Demonstrated ability to engage in senior level business and technology decision maker discussions related to agility, business value, and end-to-end technology projects is a must.
Responsibilities:
- Manage the complete lifecycle of large and complex projects.
- Apply solid project management and leadership skills and experience in delivering projects on time, within budget, and with high customer satisfaction.
- Help identify, pursue, and close strategic business development opportunities while continually driving add-on business within existing accounts.
- Help translate business requirements into technology requirements for inclusion in contracts and/or statements of work (SOW).
Requirements:
- Passion for customers that is demonstrated through professionalism and striving for excellence in all aspects of the customer experience.
- Current and deep experience with managing technology projects through all phases of a solution or application lifecycle.
- Demonstrate expertise and proven abilities in risk management and mitigation.
- BS/BA degree, or equivalent work experience, combined with relevant working experience in managing technology projects.
- Hands-on experience in several of the following technologies: project management tools, application development, and infrastructure deployment.
- The job will require travel.
If interested in applying for OR if you need more information please email: hr@retailoptimization.com.
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Technical Support Manager
The Technical Support Manager hires, trains and manages members of the ROI customer service department. S/he is an empathetic problem solver who resolves sometimes difficult business and technical issues related to customer use of ROI software. This position requires strong telephone communication skills and the ability to assist customers as the work through challenges posed by the interface between their individual business processes and their use of ROI software. The ability to work closely with managers in other departments, such as Account Management, Consulting and Software Development is critical.
Responsibilities:
- Managing resolution of technical issues for ROI clients. Clients are business users and system administrators who provide mission critical services via ROI applications to large retailing and consumer product companies.
- Troubleshooting complex web applications. Issues to be resolved require a broad range of troubleshooting skills related to: software functionality, application server setup, database management, data analysis, operating system configuration, performance tuning, installation, migration, and upgrades to ROI products.
- Providing excellent client management inclusive of excellent communications, responsive follow through, and advocacy for client issues within internal departments. The Technical Support Manager will analyze trends associated with the assigned customer base and report potential areas of risk or reward to Product Management. Success criteria are highly focused on customer satisfaction levels.
- Prioritizing numerous issues of varying severity, and effectively managing the resolution of all issues within accepted service levels. This includes entering data into the CRM system and appropriately updating both client and appropriate ROI employees of status of all issues on a timely basis.
- Collaborating extensively with peers, ROI Account Managers, and members of the escalation team including Account Management and Developers to resolve client issues while actively contributing to a growing knowledge network that improves the effectiveness of our team and the information available to our clients.
- Analyzing technical trends with ROI solutions and provide appropriate feedback to Software Development and Product Management.
Requirements:
- 2 years + experience in a client facing call center, help desk or technical support environment or equivalent consulting experience.
- Understanding of Internet application technologies including; HTML, XML, Internet protocols, networking, firewalls, Web Server configurations, Internet application architectures and Internet security are needed.
- Experience in a self-directed work environment
- Demonstrated ability to research and resolve problems using a variety of resources and tools
- BA/BS degree preferred
If interested in applying for OR if you need more information please email: hr@retailoptimization.com.
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