Account Supervisor in Atlanta, GA at IBM

Date Posted: 8/3/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Atlanta, GA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    8/3/2018

Job Description

The Account Supervisor is responsible for delivering and providing guidance on Watson Marketing packaged services and programs. In this capacity, they will serve as the primary Services contact to help instill product confidence and adoption during implementation and execution excellence in a full-service production environment. The role requires a technically aware individual who is resourceful, confident under pressure, and has demonstrated skill in project management skill, client expectation management, and problem resolution.

The Account Supervisor engages with a wide-range of clients across every vertical industry, but typically focuses on enterprise customers with cross platform initiatives spanning implementation, adoption, and full-service execution. The bulk of their work will leverage proven project management methodologies, best practices and knowledge sharing while incorporating risk mitigation strategies into every project phase. Lastly, they are responsible for delivering services and project/program documentation that exceed customer expectations. They almost always lead and mentor a team of Consultants who will deliver various service products and act as a program manager for the delivery of those services.

The role is responsible for overseeing implementations, consulting, and managed services activities that require:
  • Deep technical understanding of Watson Marketing technologies and touch-points with 3rd party software solutions (e.g., CRM, WEB analytics, etc.) to architect optimal and future-proof solutions.
  • Strong consulting skills to communicate complex business requirements down to the essential project/technical requirements while providing advisory guidance throughout the process.
  • Experienced and proven team management skills to orchestrate activities across internal and external organizational units to drive time to market and high-quality results.

ESSSENTIAL DUTIES AND RESPONSIBILITIES:
  • Must be technically proficient in Watson Marketing’s product and API suite and integrations with partner products.
  • Must pass basic certification within 30 days of hire and professional certification within 60 days of hire.
  • Must be able to identify and communicate with client sponsor(s) and client stakeholders to confirm solution delivery success criteria and expected results/outcomes.
  • Must be expert in definition and management of services delivery project plan, including assessment of plan completeness, effort estimates, dependencies, contingency, and satisfaction of all contractual obligations.
  • Must be proficient in gaining client sponsor and/or project manager agreement on:
    • Key solution benefits and means of confirming achievement;
    • Service delivery scope, deliverables acceptance and milestone completion criteria;
    • Delineation IBM and client responsibilities;
    • IBM service delivery project plan;
    • Review and acceptance of deliverables, milestones and any other contractual obligations.
  • Capable of ensuring IBM engagement team resources are assigned and execute activities according to the agreed upon service project plan and proactively notify of any plan deviations.
  • Must provide regular service delivery status reporting, including deliverable / milestone status, estimated effort to complete, services financial / expense status, issues, risks, and outstanding change requests.
  • Able to define and track action plans in response issues / risks potentially impacting the engagement.
  • Responsible for managing changes to IBMs service delivery scope, cost, schedule, or results to avoid IBM cost overruns while meeting client expectations.
  • Provide IBM services management with accurate services delivery forecast, financial position, completed milestones, results, or customer satisfaction issues.
  • Must be able to effectively coordinate with other IBM stakeholders in planning marketing strategy and related tactical initiatives across the enterprise.
  • Proactively provides strategic continuous improvements to consulting and project management methodologies and SOPs and ensures improvements are well documented and communicated across the DelEx practice.
  • Develops and executes detailed program and project plans which include requirements definition, scoping, design, resource plans, schedules, dependency management, issue/risk management, project reporting/tracking and client communications and task dependencies. Further this role will track and report on project and deliverable status and manage variances; prepare weekly project status reports, and other project communications and/or presentations as needed. Identify, escalate and resolve project issues, problems, and changes in scope. Ensures all project deliverables are completed on time, within budget, and with the highest level of quality.
  • Proficient knowledge of Industry verticals and key subject matters including cutting edge best practices / formally own vertical and/or subject matter SME responsibilities for PS
  • Defines and documents engagement scope, deliverables and pricing within a Statement of Work (SOW) or Project Change Request (PCR).
  • Collaborate with sales on new or existing opportunities; able to own re-negotiations as needed by sales.
  • Up-sells and cross-sells services and identifies areas where custom solutions may be appropriate.
  • Ensures project alignment with Watson Marketing’s Services standards and processes.
  • Promotes knowledge sharing and acts as a mentor throughout the Services team.
  • Adheres to target billable and client utilization targets as communicated by management.
  • Coordinate post mortem reports defining engagement finding and analysis work.

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