Program Manager II-US

 

We have an immediate opening for an “Program Manager” role for a 08 months contract assignment in Brooklyn, NY.

If you have the following skills, connect with us.

Job Purpose:

To create and develop high-quality, user-centric, and engaging content for a new employee intranet platform (aka EDW for Employee Digital Workplace).

Responsibilities:

  • Work closely with the Digital Internal Content Manager to develop the content strategy for the new EDW platform, tone of voice and digital accessibility policies and guidelines.
  • Partner with colleagues across the business to define and plan content for the EDW.
  • Write and edit a range of high-quality, engaging and accessible content for the EDW, working with internal stakeholders as required, and ensuring it meets all guidelines.
  • Advise and consult with communication business partners on best-practice content development to achieve EDW content goals.
  • Commission EDW content from freelancers and agencies as required and ensure quality control.
  • Develop US news and stories for the EDW that promotes and illustrates strategic priorities.
  • Develop and commission video, visual imagery and other forms of content to bring EDW content to life as required, working closely with the Group Digital and Video Assets Executive.
  • Generate ideas for new ways to engage visitors to the EDW with content and stories matched to the strategic agenda.
  • Track EDW analytics and develop insights to drive the constant evolution and development of content.

Knowledge, Experience, and Technical Know-How:

  • Excellent digital content and production skills, including planning, writing, editing, proof-reading, video and page design using a CMS.
  • At least three to five years of experience working in a fast-paced digital environment, with experience of working on an EDW an advantage.
  • Strong attention to detail and outstanding written and verbal communication skills, with an ability to translate complex ideas into plain English for a range of audiences.
  • Strong editorial judgement, with proven knowledge and experience of writing news copy.
  • Strong influencing, negotiating and stakeholder management skills.
  • Ability to work under pressure and manage conflicting workloads, producing quality content to a tight deadline.
  • Proven experience and knowledge of Office 365, SharePoint and web technology.

Qualifications:

Relevant bachelor’s degree or equivalent work experience. Excellent written and verbal communications skills. Experience working in a fast-paced environment.

Looking for Meaningful Work? We can help.     

If you're a technical professional, you know that it can be difficult to find fulfilling work that advances your career. At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies in your field. And we walk the walk, too: as a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment.

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us at recruit@ianmartin.com.

We encourage all qualified candidates to apply; however, only those selected for an interview will be contacted.

 

Director Aftermarket

Our growing manufacturing client is adding to the Leadership team.  Director of Aftermarket, Warranty and Customer Service with experience developing and growing the Service team in a durable goods design/manufacturing company.  

This role provides global leadership for all aftermarket and technical service activities for three significant product lines and is a key leadership role within the Canadian leadership team.  Responsibilities include: field technical support; technical training including content development and hands-on training; warranty analysis and management of any concessions with regard to product performance in the field; technical call centers management and other customer satisfaction programs; direct engagement with regional Care leadership teams on independent service networks performance/changes; identification and support for revenue generating service programs; direct engagement on with our Care team on spare parts distribution and sales to ensure our product lines are being supported; responsibility for all service publications, manuals, special product bulletins, etc.  

You will be responsible to develop and hire a high-performance service team supporting all products and regions.  This includes team member coaching/development and recruitment of talent to develop a world-class Service team. 

Responsibilities                                                                                                                                                                                                      

  • Drive daily execution for all product line service initiatives to meet our monthly, quarterly and yearly business metrics and objectives.  This will include direct involvement and leadership for critical business projects and resolution of key customer issues. (50%)
  • Develop and implement a product line service strategy (including organizational design) in alignment with our Product Line strategies  (10%)
  • Develop and hire high-performance service team including improvement of critical functional and leadership skills within our service team.   (15%)
  • Develop and execute global strategy to reduce warranty costs and improve customer satisfaction key performance indicators. (10%)
  • Identify, develop and improve core aftermarket services programs and processes in alignment with our Care teams. (10%)
  • Develop and manage cost center budgets. (5%)

Skills, Knowledge and Abilities

  • University Degree –  Engineering, Business.  MBA preferred
  • Experience managing Service Teams (4 Manager and team of 30) with quick attention to aftermarket and warranty claims.
  • Exceptional customer service and relationship skills
  • Knowledge of product design and manufacturing (warranty/aftermarket) of durable goods
  • Results driven and demonstrated ability to drive positive change within a team and organization
  • Proven ability to manage remote teams and/or individuals locally and US 
  • Ability to quickly learn products functionality and technical details
  • Strong business acumen 
  • Strong influencing skills and experience working in a matrix organizational structure.
  • Persuasive skill set required to manage third party and customer expectations.
  • Ability to work cross-functional and globally
  • Detail-orientated, strong analytical and problem-solving skills
  • Lean Six Sigma certification desired

 

 

Senior Business Systems Analyst

Looking for Meaningful Work? We can help. 

If you're a technical professional, you know that it can be difficult to find fulfilling work that advances your career. At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies in your field. And we walk the walk, too: as a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment.

 

We have an immediate opening for an: Senior Business Systems Analyston a 06 months long assignment extension beyond, in Cambridge, Massachusetts , USA.

 

Job Description:

Help set implementation best practices in client use of Account Plan tool to address business challenges via a prescriptive approach to Customer Success and tool configuration best practices – Facilitate & validate success metrics – Work cross-functionally within the team to identify opportunities and risks, and present recommendations & solutions. – Facilitate conversations through a variety of tactics, to ensure team is on track to seeing maximal value from the product

 

What you'll do:

Assist with onboarding of new solution set  Business process & best practice documentation  -Consult on system design -Assist with User Acceptance Testing (UAT) -Evaluate external data systems and design requirements to understand level of effort for integrating to the tool -Recommend best practice use case of Account Management tool based on understanding of customer's business, use cases, success criteria for getting value, and data -Understand database management to deliver external customer data to the tool's warehouse for consumption by SFDC -Help configure features of the “account plan” application, including rules, reports, dashboards, Calls to Action (alerts), playbooks, health scores, surveys, automated emails, workflow, account hierarchies, and Relationships 

 

Required Skills:           

Experience managing cross functional teams within a customer organization to support a joint outcome  

Passion for customer success & excellence         

Strong proficiency in Salesforce is a MUST

 

Top Skills Needed for the role:

Skill 1 – Experience in implementation of Account Management/Planning Tools   

Skill 2 – 5+ years of recent technical experience is required, e.g., implementing Salesforce or other CRM, handling technical support cases, Technical Account Manager for a B2B company, etc.

Skill 3 – SFDC implementation, data model (standard and custom objects), REST API, Administrator, Managed Package

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us at recruit@ianmartin.com . We encourage all qualified candidates to apply.

EWEMI

 

 

Senior Business Systems Analyst

Looking for Meaningful Work? We can help. 

If you're a technical professional, you know that it can be difficult to find fulfilling work that advances your career. At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies in your field. And we walk the walk, too: as a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment.

 

We have an immediate opening for an: Senior Business Systems Analyston a 06 months long assignment extension beyond, in Cambridge, Massachusetts , USA.

 

Job Description:

Help set implementation best practices in client use of Account Plan tool to address business challenges via a prescriptive approach to Customer Success and tool configuration best practices – Facilitate & validate success metrics – Work cross-functionally within the team to identify opportunities and risks, and present recommendations & solutions. – Facilitate conversations through a variety of tactics, to ensure team is on track to seeing maximal value from the product

 

What you'll do:

Assist with onboarding of new solution set  Business process & best practice documentation  -Consult on system design -Assist with User Acceptance Testing (UAT) -Evaluate external data systems and design requirements to understand level of effort for integrating to the tool -Recommend best practice use case of Account Management tool based on understanding of customer's business, use cases, success criteria for getting value, and data -Understand database management to deliver external customer data to the tool's warehouse for consumption by SFDC -Help configure features of the “account plan” application, including rules, reports, dashboards, Calls to Action (alerts), playbooks, health scores, surveys, automated emails, workflow, account hierarchies, and Relationships 

 

Required Skills:           

Experience managing cross functional teams within a customer organization to support a joint outcome  

Passion for customer success & excellence         

Strong proficiency in Salesforce is a MUST

 

Top Skills Needed for the role:

Skill 1 – Experience in implementation of Account Management/Planning Tools   

Skill 2 – 5+ years of recent technical experience is required, e.g., implementing Salesforce or other CRM, handling technical support cases, Technical Account Manager for a B2B company, etc.

Skill 3 – SFDC implementation, data model (standard and custom objects), REST API, Administrator, Managed Package

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us at recruit@ianmartin.com . We encourage all qualified candidates to apply.

EWEMI