Client Success Manager - Jobs in Burlington, ON

Job Description

Company DescriptionFrom concept to design to execution, be part of an innovative organization that helps transform client ideas into realities.Do you want to impact the world around you on by providing cutting edge solutions to clients Does having a company care about your career today and into the future motivate you Does an environment where your opinions matter excite you Are you a natural born tinkerer If so, you have found your next calling!Grantek is a recognized leading provider of integrated automation, smart manufacturing and industrial information solutions in the global marketplace. Our clients are some of the worlds most respected Fortune 100 companies and recognized consumer brands: GlaxoSmithKline, Brita - The Clorox Company of Canada, Molson Coors Beverage Company, Coca-Cola, Kraft Heinz, Mondelez to name a few.We offer an atmosphere where you can express your creative ideas and talents by working on a variety of projects and technologies. Using today’s leading-edge technology, you will partner with clients to solve their most complex manufacturing and industrial information problems.We offer a competitive and comprehensive compensation package, retirement matching, company paid benefits, flexible work hours, and an education/career development program. For more information on what Grantek offers, visit: https://www.greatplacetowork.com/certified-company/1366407We are committed to providing a positive and healthy corporate culture, one that empowers employees, promotes knowledge-sharing, and encourages strong friendships and social connections amongst all team members. We are a team of dedicated Engineers and Designers with an average of 7 years’ tenure at Grantek. The vast majority of our employees have started off their careers at Grantek and have grown into successful senior team members who are integral to our clients manufacturing processes.Job DescriptionThe Client Success Manager is responsible for the overall management of customer engagements within their region. The customer engagements will include work orders, staff augmentation, support and projects that meet the appropriate criteria.Their role will include administration (financial monitoring, quoting), service/work order fiscal management, client management and interaction, team leadership, technical documentation and quality control. It is expected that each manager will be responsible for a delivered revenue as determined by their annual budgeting (typical between 1 to 2MM)Essential Duties:

• Take the initiative and assume reasonability wherever possible and required during the project.
• Be fiscally responsible for Grantek Engagements as the sole “Owner” for each.
• Develop and review quotes, follow-up on pending quotes, and manage consistency in quoting by following corporate guidelines (templates).
• Oversee the system design, specification, and implementation of automation software systems and associated hardware.
• Manage and direct the staff, as it relates to the client work, which are assigned to the engagements owned by the manager.
• Act as Project Manager Role on specific projects due to strategic need or other requirements.
• Alert Client PM of delays, issues, and change orders, etc.
• Define and track project scope, tasks, goals and deliverables.
• Track task progress and hours used against quotes.
• Perform sub-contractor management (where required).
• Ensure all engagements are up to date in the intranet including: Invoicing, Schedules, Timesheets, Notes, Losses, %Likelihood, Cost Estimates.
• Perform financial monitoring and estimating; develop and/or review quotes, identity and resolve PO/Invoicing issues where required; ensure timely approval of invoices; monitor for projects that require invoicing and prompt Managers or Finance to invoice.
• Track finance and billing against POs.
• Perform final quality review of material prior to client release (standards and checking).
• Ensure team members are completing commissioning reports and forwarding to appropriate
• individuals.
• Work to develop strong relationship with key client players – such as initiating meetings and discussions.
• Ensure compliance with applicable regulatory and customer standards/practices when working on projects.
• Develop and maintain key client relationships; observe for potential client needs, probe for potential/upcoming work; receive alerts from team members to potential jobs.

Collaboration:

• With Finance Team; review and consult with appropriate counsel for contracts and legal agreements.
• With Sales Team; contribute, understand and work towards account strategies; provide technical sales support as needed.
• With Marketing Team; provide case studies in order to highlight industry and customer success.
• With PMO Team; be aware of PMO projects at customer with the region and their associated account strategies; communicate information about Client Solution services and products and
• how they might play a role before, during or after a PMO project.
• With Engineering Team; scheduling of resources; regular feedback of engineering work performed to the appropriate manager.
• Participate in planning to achieve prescribed objectives.
• Engage, support & participate in company decisions, direction & strategy development.

Department Success:

• Ensure the maintenance of quality within department by enforcing quality and standards; analyzing and resolving problems; identifying trends; recommending improvements.
• Develop and carryout positive, supportive and productive work relationships with all levels of management and other departments with Grantek.

Personal Success:

• Represent themselves in a highly professional manner to both internal company resources, and any external customers or partners.
• Meet Monthly with the Director, Client Solutions to review KPIs, Budget and Objectives.
• Actively keep up to date with new and relevant emerging business trends as related to their discipline; attend seminars/tradeshows/workshops on related industry topics; conduct industry
• research and market analysis; analyze industry trends impacting our services/products as it applies to the Client Solutions department; determine direction and planning for future strategies; review professional publications; establish personal networks; benchmark state-of the-art practices; participate in professional societies.
• Bring forward suggestions and ideas to improve or develop departmental or company systems and practices; but also receive suggestions and ideas from colleagues, customers, and superiors.
• Be an exceptional engineering manager as well as a customer relationship manager.

Other Deliverables:

• Be flexible with travel, which can be expected to range up to 25-50%.
• Be flexible with regards to working over-time and non-business hours when required.
• Work towards maintaining an individual average utilization rate (total billable hours / hours worked) of 75%

QualificationsTechnical Abilities, Experience and Knowledge:

• Must have sound experience in manufacturing automation with specialization in pharma/bio pharma/life sciences areas
• Demonstrates skills critical for managerial success including leadership, decisiveness, flexibility, sound judgment, and highly developed personal, analytical and communication skills.
• Possesses extensive knowledge of automation systems integration, and knowledge of reciprocal effects of the work upon other fields.
• Possesses strong knowledge of Grantek’s other business offerings including, but not limited to, Consulting, Manufacturing IT, Safety and Electrical Design.
• Possess strong knowledge in planning, managing projects, having scope for independent accomplishment and coordination of difficult and responsible assignments.
• Possesses at least one of the following: B.Sc. Computer Science/Computer
• Engineering/Electrical Engineering, or Related Engineering Degree and/or Diploma/Certification.

Level of Responsibility:

• Provides direction and supervision to team members on a daily / regular basis.
• Provides overall direction to workforce on a regular basis. Contact from the workforce is
• typically direct.
• Is responsible for short range and some long range planning, coordination, making specific
• and at times far-reaching management decisions – continually keeping Director informed of all
• matters of importance.

Additional InformationWe are committed to the principle of equal employment opportunity for all employees and to provide Grantekians with a work environment free of discrimination and harassment.#JoinGrantek for the high priority positionsQuick Apply

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