Manager, Customer Manager, Customer …

West Monroe Partners
in Florence-Graham, CA, United States
Permanent, Full time
Be the first to apply
Competitive
West Monroe Partners
in Florence-Graham, CA, United States
Permanent, Full time
Be the first to apply
Competitive
Manager, Customer

Manager - Customer Experience Practice


1000 Wilshire Blvd, Suite 1100
Los Angeles, California, 90017
United States

West Monroe isn’t a start-up consulting firm, but we act like one.  

From day one, our people have the opportunity to make a definitive personal impact for their clients and their careers.  What does this mean?  It means we seek out the best of the best, and then we challenge them to make us better.  We celebrate driven professionals who thrive in a collaborative environment.  Sound interesting?  Then West Monroe Partners just might be the place for you. 

Think you’re up to the challenge? 

West Monroe Partners is currently seeking a talented Manager in our CRM (SalesForce.com practice) in Los Angeles, CA.. You are someone with significant hands-on experience on a CRM platform in a lead role. You are passionate about being a leader, be it with your depth and knowledge on the platform or your strength as a PM. We’re looking for someone who can bring that leadership into this growing team and help shape its direction, and also help us celebrate the victories as the team grows.

Our consultants work on the front lines, partnering with clients to deliver game-changing solutions in the most dynamic industries. Your West Monroe team will be comprised of our industry specialists as well as your technical and functional counterparts. Together, we work with client leadership to set vision, define strategy, and execute via project implementation to add the value that only West Monroe Partners can.

You’ll be part of, and help lead, a team that takes as much pride in how it grows -and how much fun it’s having - as it has in the quality of the work we deliver. We enjoy our startup culture, and place high value in face-to-face time with our colleagues and team every Friday when we are not on client site. As a Manager at West Monroe, you will help set the direction for this growing team.

Here’s what you’ll be doing:

Partnering with our clients (delivery):

  • Serve as both Business Consultant and Project Manager for several key clients responsible for day to day operations on one or more projects.
  • Communicate and report project status to client leadership and IT management, including budget, finances, risks and general business issues
  • Mentor and manage teams of Junior Consultants to be able to keep project on time as well as review work done by the team.
  • Understand CRM technologies being used on a project to be able to direct how to design, develop, and test a platform implementation project
  • Quickly respond to client requests for immediate issues while also being able to drive projects to completion
  • Analyze each client's specific request and determine the underlying problem and recommend proper solutions
  • On larger engagements, be able to work with larger management teams and determine interdependencies between the WMP project and other initiatives
  • On smaller engagements, be able to work hands on in creating deliverables which could include strategy, design, development, testing application and delivering training

Internal management (practice development):

  • Drive the development and enhancement of WMP’s methodologies and approaches to client delivery and provide thought leadership for internal practice development
  • Coach and manage other consultants and participate actively in the performance expectation process
  • Identify strengths and issues; drive and develop better behavior to create strong consultants
  • Participate actively in the recruiting process for other consultants

Growing our business (networking & BD):

  • Participate in business development with prospective clients including solution definition, pre-sales, estimating, negotiating and project planning
  • Present solutions and proposals to clients and prospects
  • Understand business needs and requirements and help turn those goals into tangible deliverables including projects and detailed proposals, requirements specifications, design deliverables, status reports and project plans
  • Create work plans, pricing estimates, and risk assessments for prospects
  • Actively build a professional network and affiliate network in the local community
  • Successfully manage alliance relationships
  • Participate in key client relationships and growing those accounts within Customer Experience practice and cross selling to other areas within WMP

Here’s what you need to bring to the table:

  • Experienced candidates must have 6+ years of experience working for a consulting firm or a professional services division of a software company in a business analyst/consulting manager role
  • Experienced candidates must have at least 2-3 years of hands-on experience working on the Salesforce.com platform, or on other CRM packages (Microsoft CRM, SAP CRM, SalesLogix, Oracle On-Demand, and the like)
  • Experience in leading and delivering end to end solution which could include strategy, design, development, testing and training
  • This is not a remote position. You are able to travel as needed to meet clients or lead projects on site, and also work face-to-face with colleagues at our office to promote our culture and mentor junior colleagues
  • Excellent organizational, verbal, presentation/facilitation and written communication skills
  • Ability to work well with people including project stakeholders and project team members
  • Proactive desire to continue to broaden and deepen business and consulting skills
  • Ability to work both independently and within a team environment backed up by strong communication skills 

So, if you’re looking for an opportunity to flex your technical muscles in a high-energy, team-oriented environment where you own your career, we’d love to hear from you. 

Think you’ve got what it takes?  Join our team and make us better.

West Monroe Partners is an Equal Employment Opportunity Employer
We believe in treating each employee and applicant for employment fairly and with dignity. We base our employment decisions on merit, experience, and potential, without regard to race, color, national origin, sex, sexual orientation, gender identity, marital status, age, religion, disability, veteran status, or any other characteristic prohibited by federal, state or local law.

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West Monroe Partners is an Equal Employment Opportunity Employer -
We believe in treating each employee and applicant for employment fairly and with dignity. We base our employment decisions on merit, experience, and potential, without regard to race, color, national origin, sex, sexual orientation, gender identity, marital status, age, religion, disability, veteran status, or any other characteristic prohibited by federal, state or local law.

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