New Account Transitions Manager

Job Description

This role is a unique opportunity for a motivated individual looking to lead new account transitions of the cloud-based platform MCIM (Mission Critical Information Management).  The Transitions Manager is responsible for providing industry and product SME (Subject Matter Expert) support & direction for customer needs.  They are acutely involved with new customer transitions, ensuring the MCIM Platform is effectively & efficiently configured to their specifications, while simultaneously ensuring that core MCIM features and functionality are leveraged to the fullest extent, and unnecessary custom feature development is minimized.  

 

Ultimately, the Transitions Manager will become a master of the MCIM Platform, and leverage their mastery of industry, technical, project management and MCIM product knowledge to ensure customers extract the maximum value for their organization, while also ensuring that usage of MCIM’s core features are prioritized, and detours are minimized and preempted wherever possible. The mantras of the Transition Manager are speed, efficiency, crisp communication, and persuasion.

Job Responsibilities
  • Become a “master” of the MCIM full stack, and understand the technical constraints and considerations which drive a standardized use case across customers.

  • Represent the MCIM operations and product teams on new customer implementations by guiding conversations and directions during project calls. The Transitions Manager “owns” all deliverables of the trainisiton, and drives completion of tasks to via the required resources/experts be they client or internal. 

  • During new customer transitions, the Transition Manager will be the guiding communication for schedule and implementation activities.  This will require continued coordination across internal Development & Operations Teams, ensuring effective resource allocations. 

  • Utilize in-depth knowledge of MCIM software combined with a generalized knowledge of software / database principles to match customer requirements and functionality requests with existing MCIM features and functionality.  More specifically; Solutioning with the customer on-the-fly during live calls, is a skill vital to minimizing custom feature creep, keeping implementations on schedule, and maximizing use of core features and functionality of the MCIM product.

  • When MCIM off-the-shelf functionality will not suffice, utilize your MCIM platform understanding to distill new feature requests into functional requirements for product development execution.  This involves a combination of MCIM knowledge, industry knowledge, and asking the right questions to coalesce customer needs to new functionality within the MCIM platform.    

  • Assist the Director of Operations in efficient management across customer implementations, and assist the Director of Product in management of the technical pipeline of product enhancement requests, internal process, and team oversight.

  • Become a trusted advisor for customers in their MCIM platform requests, while also ensuring consistent delivery of a ‘white-glove’ customer experience.

  • Produce, maintain and communicate project plans, schedules, risk logs and action items for active customer transitions. This task will require proficiency with SmartSheets, Google Drive, Jira and other toolsets.  Moreover, experience with standard Project Management Tools & Techniques (work breakdown structures, critical path/PERT scheduling, and float calculations) is desired, and will be a required function of the Transitions Manager.  

  • Some travel will be required.

Skill Set for Success
  • Detail Oriented | Analytical Mindset  - Details matter, especially at MCIM.  Understanding MCIM’s architecture, workflows, and common use-cases, as well as a general background/understanding of technology ; You’ll have a lot to learn about our full stack, it’s integration abilities, and development roadmap.  This role requires someone capable of learning quickly while also remembering the details that matter.   

  • Strong Communication | Presentation | Customer Service  -  Once you’ve mastered MCIM under the hood, you’ll be sharing and teaching it’s capabilities with our customers and their internal teams.  You're not intimidated by communicating with teams of people and teaching them how to use MCIM. You’re also comfortable diplomatically challenging customer’s existing beliefs about how things should be done, and convincing them of new and better ways of doing things using MCIM’s core features.

  • Self Driven | Business Acumen  -  Opportunities at MCIM abound, but translating these into business success requires the organized execution of multiple tactical projects.  This position requires a highly self driven individual, capable of strong tactical organization as they support multiple customer transitions and internal development initiatives, in a growing company. The Transitions Manager is at ground zero of our company’s execution cycle, and they don’t need to be told when to take action. 

Please submit a resume and cover letter to Stuart Chambers, Director of Operations - stuart.chambers@fulcrumcollaborations.com & Jessica Leigh, Program Manager - jessica.leigh@fulcrumcollaborations.com