Customer Engagement Manager – DOS

The Customer Engagement Manager will assist the Chief of Policy and Communication and provide supervisory expertise on the CES team charged with being a champion for our clients and marshalling the resources of DTI to ensure customer satisfaction, effective communication and a methodology for ensuring smooth transitions for end users impacted by major project implementation. This team will set the standard for excellence and guide the State of Delaware’s business organizations through the transformational processes involving change as they relate to major project implementations/upgrades as well as serving as the customer liaison between DTI and State organizations.

Primary responsibilities include participating as the OCM Lead on projects and acting as a liaison for customer agencies, including supervisory management to ensure excellent customer relationships, and successful end user readiness. Based upon important DTI customer relationships, this position must represent the highest degree of professionalism and genuine interest in assisting customers in finding the appropriate business solution(s).

Position requires a thorough knowledge of managing cultural change as well as the affect of new technology within a business unit. Position will require the ability to work with project team members to understand changes as they are made through reengineering and new system development.

The working relationships developed throughout any major project implementation can directly affect the success of that project. This position requires an exceptional attitude and level of optimism under potentially difficult circumstances. The individual must possess the talent to communicate effectively and still maintain a high level of acceptability from personnel who may be entrenched in old business practices, methods and mindsets.

The Customer Engagement Manager reports directly to the Chief of Policy and Communication.

Responsibilities:
Approximate % of Time, Annualized

Actively participate with organization personnel throughout the lifecycle of a major project to ensure maximum support for organizations to be prepared for changes resulting from business reengineering efforts, new system development, and other modifications to business processes accompanying technological advances. Continue to modify OCM standards, processes and tools to ensure successful and effective transitions. Broker services within DTI on behalf of customers; Act as a liaison and advocate for client customer organizations. 30%

Ensure communication strategies are developed that are effective for both internal and external customers. Oversee the effective use of communications – from e-mail to newsletters to phone calls to specially convened conferences for the purpose of enabling smooth sharing of information between technology teams and business organizations. 30%

Managing resources by planning and organizing job assignments to the satisfaction of our customers. Supervise staff members to guarantee the highest level of professionalism while dealing with clients. Prepare various management reports. 40%

Total: 100%

Qualifications:
I. Education

Bachelor degree preferred, focusing on communication and/or in an IT discipline, or equivalent work experience.

II. Experience

Minimum five years of experience working successfully with a wide range and large number of people and/or organizations.

Strong communications (verbal and written) and group presentation skills. Ability to communicate effectively with other IT managers, technicians, customers, senior IT management and government officials.

Strong analytical skills, with particular emphasis on identifying creative solutions to IT problems within applicable constraints. Demonstrated ability to analyze and decide among alternative solutions to current and anticipated IT needs.

Solid “people skills”, including proven ability to handle the myriad interpersonal aspects of group leadership, including preparation of Performance Plans, Development Plans, and formal Performance Evaluations; employee coaching/counseling; and group and individual motivation.

A genuine “team player” focused on excellence in internal and external customer service; demonstrated ability to contribute positively in conflict situations, willing to pursue and reach consensus based on overall organization goals.

Management experience in preparing a complex organization for major technological and/or cultural change, including significant user interaction, training development and delivery, and communication preparation and delivery.

Ability to work with customers and key partners; inherent ability to project a positive image with both customers and colleagues.

Flexibility is a highly valued characteristic given the dynamic nature of IT in general and DTI in particular. Must be comfortable in a setting where policies, procedures and practices are in a continuous state of evolution.

Strong prioritization and organizational skills with focus on task completion.

Strong customer service, problem resolution, and strategic planning skills.

III. Supervision Received

Must be able to work independently in accordance with Performance Plan with minimal supervision.

Must be receptive to and respectful of ideas and suggestions from others.

IV. Supervision Given

Candidate must possess strong and professional supervisory skills and is directly responsible for decisions that will result in a reputable and proficient environment that breeds success.

V. Complexity and Scope

Demonstrated competence in managing the complexities of technology-driven change management and customer relationship management, working with customers to ensure their business needs are understood, developing creative and effective communication strategies and training programs.

Must be resourceful and imaginative as groundbreaking rules are developed and adhered to during implementation.

Possess the ability to:

• communicate effectively and coordinate activities between functional, technical and customer teams;

• translate technical terms and processes in a manner that will continually increase the customer confidence in new systems and solutions;

• prepare complex organizations for significant change in the way their business is operated and managed;

• work under pressure of time and limited resources;

• establish successful working relationships.

VI. Accountability

The Customer Engagement Manager reports directly to the Chief of Policy and Communication.

VII. Contacts

Establish successful working relationships with functional and technical team members and members of the user community.

Communicate effectively and professionally with organizational leaders and government officials.

The CEM may have to seek out and nurture relationships with managers bearing similar responsibilities in organizations outside the Delaware government.

VIII. Information Management

First-class communications skills ranging from personal presentations and teaching sessions to the development of newsletters and other electronic communications suitable to the needs of any situation requiring change management oversight.

IX. Work environment

Position does not involve unusual physical effort or exposure to potential hazards. Its primary labor is one of mental concentration and interpersonal interactions.

Accordingly, the work environment will periodically require extended hours, including engagement outside normal working hours. In particular, the CEM is to provide extended hour response (nights and weekends) to high severity incidents that affect their customers.