Engagement Manager
Carrollton, TX

Job Description

Job Description

Thomson Reuters Court Management Solutions is the leading provider of enterprise software for trial and appellate courts nationwide. Our C-Track solutions enable courts to efficiently manage caseloads and improve collaboration across justice platforms and transforms courts into modern examples of efficiency and effectiveness. Judges, clerks and IT personnel depend on C-Track to alleviate bottlenecks and tedious tasks within their complex workflows; enabling staff to manage increased caseloads with fewer resources. The suite of C-Track products includes case management, electronic filing and document management solutions.

Role Purpose

Provide professional and consulting services to customer engagements (programs/projects) and their associated team(s) for our Court Management Solutions productized offerings. As the 'face of Thomson Reuters', ensure delivery of exceptional implementation and support services in a profitable manner. The Engagement Manager works in a matrix manner leveraging resources across various disciplines. Employing a 'product first' mindset, the Engagement Manager is responsible for executing the contractual obligations for assigned customers and delivering on business goals including client satisfaction, revenue generation, and end-to-end delivery.

Responsibilities

The following duties are typical of those required for this position. This list is not to be construed as all inclusive. Other duties may be required or assigned.

* Lead the professional and consulting services engagement with customers for assigned programs/projects/activities
* Be accountable for customer satisfaction within assigned programs/projects/activities
* Manage contract, client relationship, and scope of engagements
* In partnership with other operating disciplines, be responsible for executing, managing, and delivering on revenue goals associated with assigned project(s)
* Balance client advocacy with business goals to deliver the best value solution for the clients
* In partnership with the Business Segment Manager, develop engagement strategies for assignments and implement effective communication plans
* Manage change control policy with project stakeholders for program/project revisions
* Interface with the client stakeholders and internal teams to deliver on projects while building and maintaining effective relationships internally and externally (including third-party partners)
* Develop a strong understanding of product offerings and how they align with customer requirements
* Utilize best practices to guide implementation outcomes
* Ensure client documentation and appropriate manuals, processes, and procedures are created and regularly updated
* Support requirements gathering and business analysis through techniques such as:
* Data gathering
* Reviewing current system documentation
* Business process modeling
* Assisting with or conducting Joint Application Design sessions


* Coordinate with the groups who test, validate, and evaluate new applications and functions to determine issues in services and software
* Understand corporate goals and practices and apply them when resolving problems
* Follow up to monitor satisfaction and respond to additional requests or problems quickly
* Ensure operational requirements, standards, and best practices are factored into plans
* Contribute to ongoing refinement and development of operational requirements or standards

Professional Qualifications & Competencies

* Bachelor's Degree in a related field required. 7+ years' experience in managing customer engagements and end-to-end project delivery.
* Strong ability to interact professionally with a diverse group, including executives, managers, and subject matter experts and to facilitate consensus within those groups.
* Expert knowledge in key areas of responsibility (i.e. project management, business process/business operations management, customer service, etc.).
* Ability to translate product knowledge into tailored solutions that meet the customer's needs.
* Highly organized with strategic thinking, strong problem solving, troubleshooting, time management, risk management, escalation, and analytical skills.
* Ability to work effectively under pressure in a demanding environment.
* Ability to work with virtual teams to successfully deliver projects or problem resolutions.
* Understanding of software development lifecycle from initial planning through implementation to maintenance.
* Experience with managing technical policies associated with the software development lifecycle.
* Possess the ability to communicate complex information clearly and concisely along with excellent written and verbal communication skills.
* Responsible and motivated with the ability to work well in a fast-paced environment in an independent manner.
* Travel required as needed (20-30%)

Behavioral Competencies

* Focusing on customers
* Driving results
* Thinking globally
* Championing innovation

At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With more than 25,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

Intrigued by a challenge as large and fascinating as the world itself? Come join us.

To learn more about what we offer, please visit thomsonreuters.com/careers.

More information about Thomson Reuters can be found on thomsonreuters.com.

Locations

Carrollton-Texas-United States of America;Eagan-Minnesota-United States of America;McLean-Virginia-United States of America;Media-Pennsylvania-United States of America

Req #: JREQ124420

Locations: Carrollton-Texas-United States of America|Eagan-Minnesota-United States of America|McLean-Virginia-United States of America|Media-Pennsylvania-United States of America

Job Function: Project Management