We are looking for...
Open position
Engagement Manager
Location
Portugal, with the possibility to work remotely
Reports to
Operations Manager
Operations team responsibilities
Customer Support
Provide ongoing support to clients, addressing issues and ensuring satisfaction post-implementation.
System Monitoring
Monitor system performance and proactively identify and resolve issues.
Process Improvement
Continuously improve support processes and practices to enhance efficiency and effectiveness.
Compliance and Security
Ensure operations comply with relevant legislation and security standards.
Client Engagement
Manage relationships with clients post-go-live, ensuring their needs are met and expectations managed.
Company Overview
IPS Innovative Prison Systems (operating in North America as ICJS Innovative Criminal Justice Solutions Inc.) is a boutique research, IT development and advisory firm specialized in the field of justice, prison services, community sanctions and measures, juvenile justice, and law enforcement. Through our research, advisory services, and digital products, under the umbrella of one all-embracing integrated strategy, we develop and promote fair, effective, and proportionate evidence-based responses to criminal justice issues and challenges worldwide.
Job Description
We are seeking a proactive and dedicated Engagement Manager to join our Criminal Justice Digital Transformation Team. This professional will focus on managing client relationships and ensuring successful engagement throughout the project lifecycle. The Engagement Manager will work closely with clients to understand their needs, manage expectations, and ensure high levels of satisfaction post-go-live.
Key Responsibilities
Client Relationship Management
Build and maintain strong relationships with clients, acting as the primary point of contact. Understand client needs and ensure their requirements are met throughout the project lifecycle.
Engagement Planning
Develop and implement engagement plans to ensure successful project delivery and client satisfaction. Coordinate with cross-functional teams to align project activities with client expectations.
Communication
Facilitate clear and effective communication between clients and internal teams. Provide regular updates to clients on project progress, addressing any concerns or issues promptly.
Expectation Management
Manage client expectations regarding project timelines, deliverables, and outcomes. Ensure clients are informed of any changes or updates to the project plan.
Post-Go-Live Support
Ensure seamless transition to post-go-live support, coordinating with the Operations Manager and support teams. Address any post-implementation issues and ensure ongoing client satisfaction.
Feedback Collection
Gather feedback from clients to identify areas for improvement. Use client insights to inform process enhancements and future project planning.
Issue Resolution
Proactively identify and resolve any issues that arise during the project lifecycle. Escalate complex issues to the Operations Manager as needed.
Reporting
Provide regular reports on client engagement activities, project status, and client satisfaction to the Operations Manager. Highlight any risks or areas of concern.
Continuous Improvement
Contribute to the continuous improvement of engagement processes and practices. Share best practices and lessons learned with the wider team.
Qualifications
Education
Bachelor’s or Master’s degree in Business Administration, Project Management, Information Technology, or a related field. Relevant certifications (e.g., PMP, CSM) are highly advantageous.
Experience
Minimum of 3-5 years of experience in client engagement or project management, with a focus on managing client relationships. Proven track record of delivering complex projects and ensuring client satisfaction. Experience in the criminal justice sector or similar regulated environments is desirable.
Technical Skills
Proficiency in project management tools (e.g., MS Project, JIRA), customer relationship management tools (e.g., Salesforce), and reporting tools. Strong understanding of project management principles and best practices.
Soft Skills
Excellent communication and interpersonal skills. Strong problem-solving and analytical abilities. Ability to work independently and as part of a team. Strong organizational and time management skills.
Languages
English proficiency. Portuguese, Spanish and French are desirable.
Personal Attributes
Ethics and Integrity
High level of professional integrity and ethical standards. Commitment to confidentiality and data security.
Adaptability
Ability to adapt to changing client needs and project requirements. Willingness to continuously learn and improve professional skills.
Team Player
Strong collaborative skills and the ability to work well with diverse teams.
Application Process
Interested candidates should submit their application, cover letter, and CV through the following form. In the cover letter, please highlight your experience in client engagement and any relevant projects.
IPS Innovative Prison Systems is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.