Company DescriptionEldotec offers professional regulatory and compliance services to complement the world's fastest growing compliance and data management solution provider. Companies in various industries face evolving regulatory and compliance challenges, and we assist our clients in supporting their compliance and data management requirements.Our company was built on a shared commitment to excellence. Our pillars provide a strong foundation on which we can offer highly specialized services. We focus on timely completion of contracts, cost effectiveness and maintaining the highest standards of professionalism. Our highly engaged team of professionals is what drives our company forward each and every day.Job DescriptionThe Manager, Program Consulting will have a wide range of duties, all of which are in the spirit of supporting a team who are focused on ensuring strong customer delivery outcomes as a result of successfully managed projects and initiatives. This team plays a key role in our overall service delivery to our customers in Assent's Professional Services department, focused on client management and execution of our client's programs.Manage the day-to-day operations of a Program Consulting team. This includes but is not limited to:Recruiting, coaching, mentoring, and engaging a Program Consulting team that raises the bar for customer success and satisfaction;Successfully anticipating, planning and managing the transition of customer accounts between and among the team members to optimize satisfaction and workloads;Reviewing and developing team members through performance management and training initiatives - and providing leadership knowledge and guidance to Program Success colleagues;Promoting and maintaining a congenial, productive, collaborative and service-oriented work culture in the Program Consulting team;Guiding the team to successfully work with our remote international workforce in order to facilitate productivity and effectiveness;Partnering with members of the assigned account team to support customer escalations;Provide timely and valuable feedback and recommendations to the Director, Program Success and/or the VP, Professional Services on the requirements and needs of your function to meet objectives;Track and report on important business KPIs;Advocate and cooperate with all internal groups to ensure alignment on special projects and execution, all in the spirit of continuous improvement and efficiency in our operations as it relates to our Program Success groups;Keep current with regulatory updates to best support the team and customers;Collaborate with Supplier Success management on process improvements and shared team goals, all in the interest of customer value and delivery;Responsible for ensuring the team has security processes and procedures in place where applicable and infractions managed per corporate policy.QualificationsAt least 5-8 years of experience in a customer success management, consulting, or project management role;A minimum of two years experience mentoring and/or leading teams, with a passion for developing others; Experience working in a technology/SaaS and/or a Professional Services organization would be considered an asset;I'm interested
