RedZone Robotics simplifies infrastructure management by providing clients with the information and tools necessary to manage their most valuable assets – their pipes. At RedZone we deliver high performance pipeline inspection and asset management products and services for municipalities, water and wastewater agencies, contractors and engineering firms across the globe.
RedZone combines world class robotic inspection technologies with sophisticated data analysis and management software. The result is truly useful information that is required by infrastructure managers worldwide to reduce spending and negative environmental impacts.
Our ICOM3 software services group, located in the San Francisco Bay area, provides a suite of integrated inspection, maintenance, and asset program management solutions to optimize asset management. This includes asset inspection and assessments, in-situ characterizations, risk and criticality analysis, maintenance optimization, and repair, refurbish, and replacement prioritization. ICOM3 is architected to be deployed as Software-as-a-Service (SaaS). This means that the application is hosted in a fully managed data center and runs securely over the internet. ICOM3 is a true multi-user system enabling any number of simultaneous users to be logged into the application in different geographic locations to collaborate in real time. Due to its advanced architecture, ICOM3 can be synchronized for local deployments offline and in the field, and re-synched when internet connections are re-established.
ICOM3 Client Services Manager
Position Summary
This position is a client facing role that is responsible for directing the successful implementation of ICOM3 asset management projects. . This position supports sales presentations, proposal coordination, and project management. Proven ability to develop and sustain strong client relationships is a prerequisite for this position, as well as a strong desire to build client teams to serve growing clients. This position facilitates fulfilling customer requirements through direction of the ICOM3 services team as well as collaboration with other RedZone’s internal departments to complete project implementations. This individual will manage defining customer requirements, customer workflow assessments, system configuration, and coordinate training and support. The role will also assist in RedZone internal product development to ensure an appropriate and acceptable end product for our clients. The Client Services Manager works from proposal development through the inspection stage, reporting stage, ICOM3 delivery and timely collections to ensure customer satisfaction and compliance to the client specifications. The Client Services Manager will take a pro-active role with customers to establish new work and opportunities An expected result is reduction of re-work and improvement of overall RedZone efficiency by avoiding poorly planned and improperly managed projects.
Essential Duties and Responsibilities
- Manage project implementations responsible for the technical and financial delivery of the projects including execution of all stages of project planning - deployment, training, and integration. A major part of this role is to lead project teams and work directly with clients providing a pro-active interface between RedZone internal departments and the clients to ensure effective definition and delivery of end product.
- Ensure the proper execution of required contracts. Additionally, ensure that the internal resources have an acceptable working knowledge of the contract to allow proper execution in a timely and efficient manner.
- Manage scope changes and the execution of change orders.
- Develop agenda, coordinate and lead internal kick-off meetings. Upon completion of internal kick-off meeting, client services manager working with project manager will lead the customer kick-off meeting to set expectations and address any questions.
- After kick-off, client services manager will chair weekly customer meetings to ensure open communication, assist clients and make them better understand our services in a real-time fashion.
- Maintain and ensure all information is present on the RedZone server for all job related documents in a timely manner. Ensure that RedZone’s document trail is up to date, including client correspondence.
- Facilitate and troubleshoot the myriad of problems associated with developing complex projects and client end user information.
- Develop agenda, coordinate and lead project close-out meeting with customer to ensure all issues are addressed. Ensure customer survey is executed from marketing.
- Establish and maintain excellent, pro-active customer relationships, “own” the client during project execution. Ensure we manage clients – not the client managing us. Don’t over-engineer things. Execute what the client wants by asking for the acceptance of what we provide.
- Be part of the internal “production” team by partnering with deployment and internal operations to ensure delivery of client needs.
- Interface with sales when opportunities to upsell clients are presented.
- Other duties as needed.
Other Duties and Responsibilities
- Provide technical, project advice and assistance to internal and external teams.
- Establish and track project objectives, policies, procedures and performance standards within boundaries of company policy and contract specifications. Confer with RedZone leaders to discuss such matters as overall project, work procedures, client concerns and other needs.
- Develop company KPI’s and benchmark company performance against these documented requirements.
- Identify and share best practices. Establish and execute continuous improvement programs.
Knowledge, Skills, and Abilities
- Bachelor’s degree in Civil Engineering is preferred
- Minimum 5 years of knowledge and experience with clients in the water and wastewater utility markets including project implementation experience, preferably in water / wastewater industry, engineering or municipality
- Software services implementation experience.
- Demonstrated ability to strategize, manage, execute and share information on multiple, parallel projects using formal project planning techniques
- Ability to collaborate with cross functional, multidisciplinary teams from other RedZone departments as well as engineering or consulting partners and/or municipalities
- Excellent Problem-Solving — the individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully. The ability to apply common sense understanding to carry out detailed written or oral instructions. Deal with problems involving many variables in non-standard situations.
- Customer Services — the individual responds promptly to customer needs, solicits customer feedback to improve service and maintains confidentiality.
- Excellent communication — the individual speaks and writes clearly and persuasively in positive or negative situations and listens effectively to both internal and external stakeholders. The individual must be capable of handling difficult scenarios and strong personalities.
- Planning/organizing— the individual prioritizes and plans work activities and uses time efficiently and properly.
- Quality — the individual demonstrates accuracy and thoroughness and monitors own work to ensure quality.
- Adaptability — the individual adapts to changes in the work environment, manages competing demands and is able to deal with frequent changes, delays or unexpected events.
- Dependability — the individual is consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance.
- Proficiency in all MS Office programs including Microsaoft Project Scheduler.
- Some travel is a possibility in this role.
- Expert in the industry via experience of delivery of papers at tradeshows, conferences, etc.
Compensation
- Competitive salary commensurate to experience
- Incentive Compensation program for project delivery
- Benefits include health, dental & life insurances & 401k plan
Contact Information
Send your resume and cover letter to the address below via mail, fax, or email.
Melinda Rombold
Human Resources
RedZone Robotics, Inc.
91 43rd Street, Suite 250
Pittsburgh, PA 15201
Phone: (412) 476-8980 ext. 298
Fax: (412) 476-8981
Email: mrombold@redzone.com
http://www.redzone.com/
RedZone Robotics is an Equal Opportunity Employer.
We Thank, Value and Acknowledge All Applicants.
