Practice Manager/Consulting Account Manager - Virtual Office

Open Text™ (Nasdaq: OTEX; TSX: OTC), is the market leader in providing Enterprise Content Management (ECM) solutions that bring together people, processes and information in global organizations. Throughout its history, Open Text has matched its tradition of innovation with a track record of financial strength and growth. Today, the company supports almost 20 million seats across 13,000 deployments in 114 countries and 12 languages worldwide. We are looking for innovative, team-oriented individuals who embrace technology and the changes occurring in today's global marketplace.

Purpose of Position

The Practice Manager oversees an Open Text Professional Services team within a geographic area (10-12 People). They are responsible for support of their regional consultant teams in order to achieve revenue targets in their region, maintaining declared margin and consultant utilization targets.


Primary Duties

• Develop new Global Service business in the South East and manage the pipeline; Manage project P&Ls in the South East; Manage and mentor South East staff; provide billable leadership on key projects; manage local partners

• Sales Support:
- Provide input to the Business Development Manager and overall oversight and approval on consulting proposals, including project approaches, timelines, deliverables and estimate amounts
- Support sales calls and customer visits as needed

• Project Support and Delivery:
- Maintain a personal utilization of 10% by conducting strategic engagements and overall Account Management as needed
- Assist with building appropriate teams to support sales efforts with proof of concept activities
- Assist the Project Manager as needed to create project staffing plans and resource staffing issues
- Provide engagement oversight and review, acting as a mentor for consultants in the field and overall customer relationship building
- Ensure that customer’s goals and objectives are met during project execution in order to assure high levels of customer satisfaction
- Communicate often with Project Managers and Account managers to be aware of overall client project budgets
- Coordinate the customer satisfaction audit review and post-mortem

• Client Interaction:
- Operating in conjunction with the Sales organization, meet with customers during pre-sales period to assist with determining service requirements and estimate service costs
- Present or review major deliverables and status reports to senior client management, as needed
- Assist with the resolution of customer issues as needed

• Staff Management:
- Provide business case of bookings for the recruiting of staff
- Interview and hire staff
- Work with Regional Practice Director to define strategic accounts
- Participate; provide input as needed for the development of methodologies, approaches, and models
- Build practice knowledge base by coordinating the contribution of deliverables, etc.
- Mentor professional services staff. Work with Resource Analyst to understand areas for staff skill improvement and areas for training
- Establish and maintain a senior relationship within a declared Community of Practice (CoP). Work with Community leaders & members to drive the creation, sharing and reuse of deployment knowledge across the global practice.

• Financial Management:
- Maintain 35/40% margin on engagements
- Responsible for managing booking and revenue targets
- Manage expenses according to budget
REQUIREMENTS
Academic

Bachelors degree in related field, or equivalent experience.

Work Environment

General office environment. However, work outside of these hours may be necessary due to project schedules, and deadlines. Travel is required. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.

An EEO/AA Employer, Open Text supports a diverse workforce.