Acumatica Client Program Manager

About Net at Work

Founded in 1996, Net at Work is one of North America’s largest technology advisors and solution providers for small and mid-size businesses. Our award-winning consultancy offers a rich portfolio of next-generation technology, industry expertise, implementation and managed services to help organizations derive value from the transformative benefits of technology. 

Through the integration of ERP, HCM and/or CRM solutions, Net at Work  offers unique, industry-specific  solutions and operation platforms that enable companies to compete more effectively in today’s digital economy. For more information, visit www.netatwork.com. 
About this Position
The Client Program Manager is responsible for overseeing service delivery for our strategic clients or clients engaged in our Customer Experience Plan support program within our Acumatica product line. This includes ensuring alignment across project stakeholders through project governance and application of delivery standards, collaborating with our project delivery teams (Acumatica and associated teams), providing strategic guidance and leadership to our clients, serving as an escalation path, and participating in continuous improvement efforts to define and refine Net at Work standard practices.    

Job Responsibilities

• Collaborate with Sales, Customer Experience Manager and Practice Leadership in representing our delivery methodology and engagement model to assigned portfolio of clients.  

• Ensure that the vision for clients' strategic initiatives & project scope is clearly defined and understood by the entire delivery team, validating that it aligns with client business strategy.   

• Manage all escalations within portfolio and coordinate necessary escalations to Practice Leadership.  

• Establish regular communication with client Project Sponsors to communicate status, risks, change, and to provide strategic guidance and stay in tune with potential changes to client business needs.  

• Provide excellent service and build ongoing, trusting relationships with clients to drive collective client and team success.  

• Identify additional opportunities within your client portfolio, and coordinate with sales and practice leadership on opportunity management.  

• Develop Statements of Work for client initiatives including scope definition, budget, and high-level timeline objectives as needed based on support delivery model.  

• Collaborate with Practice Account Management team to ensure Account Management functions are performed and incorporated into delivery.  

• Assist with aligning client work with appropriate delivery resources 

• Provide guidance, mentorship, and support to your project teams to enable their success throughout the project. 

• Collaborate with Development, Quality Assurance and Product Teams as needed for client deliverables 

• Partner with Project Managers in communication with client project sponsors regarding status, identifying and mitigating risks, change, open issues, work requests, etc.  

• Be a great teammate, provide mentorship and leadership as opportunities arise, chip in where needed to provide clients with a great experience.  

• Set aside time for self-development by attending training or self-learning on key subjects.  

• Actively represent our culture by leading and participating in efforts around continuous improvement, learning, professional development, and team building

Job Requirements

• 5+ years of direct work experience in a project leadership capacity including all aspects of process development and project lifecycle execution  

• Experience directly managing and mentoring team members preferred  

• Strong understanding of organizational change manageme