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Senior Manager, Strategic Solutions/Consultant Atlanta GA

TPG TeleManagement Inc. Atlanta, GA
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Job Description

Position Summary

Dedicated to ensuring our Fortune 1000 clients receive the best possible level of product delivery, engagement and customer experience, TPG’s Strategic Services business unit is responsible for managing all aspects of client delivery and engagement, relationship growth, expectation performance management and Client Return on Investment. The Senior Manager will work closely and consult with clients to make certain needs are effectively addressed and value is delivered with every TPG touchpoint. The Senior Manager Strategic Services will lead client program management and will champion our client needs through the TPG Program Delivery Lifecycle, as an internal expert.

 

Essential Functions

  • Become familiar with assigned customers’ products, services, and processes to understand how we can better meet client goals and expectations
  • Establish program goals and strategy to achieve these goals, ensuring  all TPG products and services deliver against a pre-determined ROI
  • Strategic Services Insight Report product delivery (the Insight Report product is a written diagnostic, overview and action recommendation of the data TPG collects in our evaluations of our client’s calls, emails and/or chats)
  • Analyze client data in support of trend analysis, opportunity identification, and program goal alignment and execution
  • Prepare content for change management learning sessions with clients and their vendor and/or internal partners
  • Lead external  partner and client engagement involving calibration and alignment, training and development, Insight Report reviews,  updates on program status, and strategy sessions
  • Ensure the timely and successful delivery of our solutions according to customer needs and objectives
  • Proactively recognizes project, staff and business risks and develops plans to mitigate
  • Communicate clearly the progress of monthly/quarterly deliverables to internal and external stakeholders and when applicable, highlights risks internally
  • Analyze effectiveness of client programs against objectives and develop presentations to client management of results, areas of improvement, recommendations and suggested changes to strategy
  • Understand financial areas of the account, including revenue projections and encourage revenue growth by inspiring clients to purchase TPG products and additional services and proactively identifying new business opportunities
  • Develop open and effective communication with each client
  • Become the trusted advisor and reliable point of contact for each customer that is required to establish a strong business relationship
  • Actively supports TPG’s interviewing and recruiting goals

Knowledge and Skills

  • Excellence in establishing and maintaining professional relationships
  • Ability to communicate reasoning in a clear, concise and professional manner
  • Ability to grasp and predict cause and effect relationships
  • Ability to speak and guide others in a public forum with content and learning direction
  • Having an intellectual curiosity to seek an understanding of a problem and the resultant ‘bigger picture’
  • Willingness to learn new things and independently solve those problems
  • Strong facilitation skills
  • Desire to develop skills to influence through conveyance of ideas
  • Accountability for work performance and outcome without requiring someone to initiate or direct actions, working without micro-management to ensure original ask is completed
  • Ability to proactively communicate delivery or obstacles
  • Ability to identify and deliver critical deadlines
  • Instilling trust and confidence in work efforts through “doing the right thing” regardless of whether someone is watching
  • Speaking candidly and honestly with fellow employees, even if the conversation contains difficult content to share
  • Possessing a respect for time and a sense of urgency to fulfill requests centering on working efficiently and mirroring internal and external customer needs
  • Ability to time manage each day to ensure the goals and needs of our client’s take priority, being willing to support a fellow team member in the delivery goals that impact the organization and take on roles that are needed to serve the business overall
  • Understand how to identify and deliver value

Qualifications

  • Business related Bachelor’s degree and/or 10 years of related business experience
  • Minimum eight (8) years of experience in a client-facing position (e.g., account management, client delivery leader, senior consultant).
  • Experience managing retention and growth of account based revenue
  • Advanced Computer skills: Microsoft Word, Excel, Power Point
  • Must have proven a high level of professionalism and interpersonal skills to handle sensitive and confidential situations and documentation
  • Attention to detail in composing, typing and proofing materials, establishing priorities, and meeting deadlines
  • Strong communication skills required including verbal skills, excellent spelling, grammar and written communication skills
  • Ability to flex work schedule to accommodate scheduled calls/meetings and ensure the delivery of customer delivery by agreed upon deadline
  • Must be independently motivated
  • Proven ability to manage multiple projects at a time while paying strict attention to detail
  • Travel is required to support client relationship and can be up to 50% of the time

 

 

 

Preferred Qualifications

  • Master’s degree - preferably in Business, Marketing, Mathematics, Operations
  • Industry related experience in a Customer Experience, CRM, quality management, product delivery, consulting or research environment

 

Supervision

  • The Senior Manager Strategic Services has no direct reports but is instrumental in helping to develop other team members including Strategic Service Manager, Strategic Services Associate

 

Physical Requirements

  • Sitting and standing for long periods may be necessary
  • Travel is required and can be up to 50% of the time

 

 

TPG TeleManagement Inc. is an Equal Opportunity Employer and committed to fair treatment of all individuals, both applicants and employees, based on job-related qualifications and without regard to race, color, religion, national origin, sex, sexual orientation, age, and status as an individual with a disability or protected veteran.

Job Details

Date Posted August 9, 2019
Date Closes September 8, 2019
Located In Atlanta, GA
Department Strategic Services
Function At TPG, the Senior Manager independently leads project management, creates and maintains project schedules and budgets, recognizes project and business risks, develops and implements plans to mitigate risk, influences strategy and direction with our clients and actively support TPG’s internal growth through recruitment and development of employees. The Senior Manager must exhibit thought leadership and be able to articulate how TPG delivers a return on client investment.
Job Type Full-time Employee
Shift Custom
SOC Category 11-2021.00 Marketing Managers
Zipcode 30328
Location