Responsibilities:
- Oversight and involvement in new hire training/onboarding
- Responsible for approving timesheets, and Workday requests
- Responsible for joining new customer Kick-Off Calls and project Close-Out Calls for direct reports. Also, responsible for checking in with customers regularly
- Highly engaged with IC's projects - ensure SOPs are complied with
- Bi-weekly 1:1 meeting with direct reports to provide coaching on Implementation Projects and general performance (more frequent for new hires)
- Responsible for handling customer or internal escalations for all direct reports and projects. Take additional steps to course correct and put an action plan in place to mitigate
- People management
- Conduct at least one coaching feedback customer call per month
- Responsible for all customer-facing deliverables to ensure consistent material output including:
- Workflow diagrams, MRFs, AM templates, Step-by-step guides
- Assist team members with complex issue resolution and/or configuration work
- Ad-hoc assignments from Manager/Director
- Provide regular team updates to Sr. Director and Sr. Manager of PSO and help identify any performance or customer issues or recognitions
- Ensures that new hire training is completed thoroughly and new hire ramp plans are completed successfully
- Conducts annual and mid-year performance reviews
- Responsible for monitoring individual workload and balancing workloads
- Run team meetings - drive content stemming from leadership initiatives/information
- Proactive communication to Sr. Leadership stemming from team feedback and/or general climate
- Carry 1-2 team-wide internal projects such as:
- Managing morale budget/activities
- SMEs, Scope Team
- Newsletter content
- Team training series
- Product Readiness/Planning
Skill Set/Requirements/Experience:
- Bachelor's degree or equivalent professional industry working experience strongly preferred
- 3+ years of work experience in project / leadership roles, preferably in the corporate meetings industry, software or other high-tech industry
- Minimum of 10 years of work experience in client facing roles of corporate meetings industry, ideally in a SMM program or on behalf of a multi-national or global corporation
- Experience working in Fortune 500 corporation, travel, hospitality, software or other high-tech industry (preferred)
- Excel at fostering new hire onboarding and team processes
- Ability to work independently and manage multiple projects simultaneously
- Ability to communicate effectively with clients and internal team members
- Proficiency with Microsoft Office, Wiki, and Salesforce
