Key Responsibilities

• Leads and manages all Client ERP Services within the parameters established by the Chief Client Officer
• Manages and achieves the department’s forecast, budget and reporting including P/L and performance targets (company, team and individual, i.e. performance appraisals, company targets)
• Creates a client services organizational culture that achieves revenue targets, expense targets, net profits and billable utilization
• Instills the mindset that our clients’ satisfaction is our number one priority
• Works closely with product management to ensure new service packages and refinement of existing service packages
• Serves as OculusIT’s ERP Relationship Manager and trusted advisor and ensure customer expectations are met and exceeded
• Ensures service quality through alignment with goals, outcomes and expectations
• Validates customer success by ensuring the overall value and health of engagements
• Supports OculusIT Sales (direct, partner, and other channels) and Marketing
• Engages customers and collaborates with enterprise sales managers to develop strong customer and partner relationships to build a growing business
• Coaches, mentors and develops teams to sustain the growth of the company
• Delivers value by leading high-quality delivery of a variety of customized engagements with partners and customers
• Leads great people by attracting top IT talent to build high performing teams with superior technical depth and outstanding customer relationship skills
• Fosters a corporate culture that promotes the highest ethical practices and encourages individual responsibility and accountability
• Delivers a variety of customized engagements with partners and customers
• Is a customer advocate and works with delivery teams to convey partner and enterprise customer feedback as input to the services roadmap
• Interviews, recruits, retains and trains employees
• Leads the performance appraisal activities
• Develops and maintains documentation (policies and procedures), SOPs and internal training materials
• Designs, monitors, and refines work processes and procedures so that issues are resolved efficiently and by the appropriate level of skill set
• Ensures escalated issues are addressed in a timely manner and that established service levels are consistently achieved
• Uses industry standard measures to report and review contracts metrics
• Uses industry standard metrics and measures to assess team performance (service quality, staffing levels, service levels, etc.) and adjust resources and processes accordingly

Required Experience

• 15 – 20  years of experience

Desired Qualifications

• A four-year degree from an accredited institution, equivalent qualification or experience
• Proven experience as a higher education technology services leader
• Excellent knowledge of higher education IT systems, applications and infrastructure
• Background in designing/developing IT systems and planning IT implementations
• Solid understanding of data analysis, budgeting and business operations
• Superior analytical and problem-solving capabilities
• A strong strategic and business mindset
• Excellent organizational and leadership skills
• Outstanding communication and interpersonal abilities
• A hands-on collaborative style of working is a must

Desired Skills

• Proven relationship builder; internally and externally
• Previous higher education clients service experience
• Proven account management skills required in order to create, maintain and enhance customer relationships
• Extremely detail oriented
• Technical competence (understands services, software, hardware)
• Motivated, goal oriented, persistent and a skilled negotiator
• High level of initiative and works well in a team environment
• Excellent written and oral communication skills
• Handles stressful situations and deadline pressures well
• Plans and carries out responsibilities with minimal direction