Customer Delivery Manager

Job Title: Customer Delivery Manager
Location: Remote in the United States
Job Status: Regular, Full-Time, Benefit Eligible
FLSA Status: Exempt
Reports to: VP of Operations
Effective Date: 12/9/2024

Customer Delivery Manager Job Summary

This position oversees the successful delivery of consulting services by coordinating project execution, managing client relationships, and ensuring alignment of systems engineering solutions with customer goals and expectations.

Technical Project Management Duties/Responsibilities

Provides scoping, scheduling, and project planning for engineering studies, upgrades of existing systems, implementation of new historians with associated application development, and other related system integrations.
Plans, schedules and monitors multiple projects simultaneously while ensuring quality, accuracy and proper resource allocation across the entire engineering effort and external partners.
Outlines the tasks involved with projects and delegates accordingly.
Conducts cost analysis, estimating expected costs for projects.
Creates project estimates and once approved, adheres to project budget.
Identifies and mitigates potential risks associated with resources that could impact project timelines or deliverables.
As the primary customer contact, it ensures that all project aspects are properly planned, communicated and executed by internal and external resources.
Acts as a liaison between the company, customers and vendors.
In collaboration with the sales team, promotes and recommends new projects, programs, services and systems to customers.
Provides mentorship, training, and establishes internal standard operations procedures (SOPs) and best practices for internal staff.
Trains customers on newly implemented digital systems and engineering solutions.
Develops and maintains quality, long lasting customer relationships.
Acts as the customers’ primary point of contact for conflict resolution and deliverables.
Facilitates the implementation of IT change management process by effectively communicating updates to stakeholders; ensure changes are documented, reviewed and approved; and ensures users are properly trained on new functionalities while minimizing disruption to the project(s).

Business Development Duties/Responsibilities

Identifies new business opportunities for existing customers that align with their strategic goals and initiatives.
Provide customer relationship road mapping and strategic advising for project scope.
Responsible for identifying new business opportunities.
Builds and maintains client relationships.
Develops sales pitches and growth strategies.
Executes sales initiatives to expand a company's market reach and profitability.
Leads contract negotiations with existing customers.
Collaborates with sales team to achieve business goals.

Engineering Duties/Responsibilities

Installs, configures, and administers industrial data historian servers, interfaces, and visualizations.
Performs engineering studies (feasibility and FEED) and system assessments.
Performs server system health monitoring, and troubleshoots server system health issues ranging from small, localized problems to system-wide problems involving other related systems.
Creates custom data visualization displays and reports.
Collects information on systems-level project specifications, performance requirements, and known capabilities and limitations.
Determines hardware system status and limitations by gathering and evaluating information based on a variety of factors, including security and reporting needs.
Reviews and modifies existing systems software to improve performance, correct errors, and conform with compatibility requirements of available hardware.
Develops and leads software system testing and validation procedures; compiles relevant documentation.
Creates standard procedure documentation (SOPs) of integrated systems for customers.
Performs other duties as required.
Maintain knowledge of industry best practices and provide expertise to customers and internal business development team via vendor roadmap updates and common customer trends.

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Required Skills /Abilities

Proficient with AVEVA PI System or similar industrial data historians.
Working knowledge of Industrial networking topology, protocols and infrastructure.
Working knowledge of SCADA (Supervisory Control and Data

Acquisition) and control systems.
Effective communication and collaboration skills for working with multidisciplinary teams, both technical and non-technical.
Proven proficiency in technical writing & report generation.
Service contract document review and comprehension.
Project estimation/scoping, proposal development and competitive bid package development.
Ability to facilitate interactive design and functional specification sessions.
Ability to resolve complex software system issues.
Excellent organizational skills and attention to detail.
Excellent time management skills with a proven ability to meet deadlines.
Strong analytical and problem-solving skills.
Strong supervisory and leadership skills.
Thorough understanding of technical project management best practices.
Ability to function well in a high-paced and at times stressful environment.
Proficient with Microsoft Office Suite (especially Excel) or related software.

Supervisory Responsibilities

Provides leadership for the entire engineering effort through knowledge in specialization and innovation so technical projects are completed on time, to specification, with accuracy and efficiency.
Assigns tasks and project deliverables to engineers based on expertise, work experience and time constraints.

Education and Experience

Bachelor’s degree in Computer Science, Electrical/Chemical/Mechanical Engineering, or related field.
Six years’ experience working with Industrial Operation Technology, related experience or a combination of experience and equivalent education.
CAPM, PMP, PgMP and/or comparable project management certification is highly desirable.
Any relevant AVEVA software certifications, such as CSI AVEVA PI Installation, are ideal.
Cisco or networking related certifications are a bonus.
Experience with virtualization and containerization (e.g., VMware, Virtual Box).
Must have the means to apply for a Transportation Security Administration card (TWIC) within the first 30 days of employment.
Must possess a valid driver’s license, reliable transportation, valid liability insurance and a clean driving record.
Must be fluent in English, both verbal and written.

Benefits

Medical, Dental, Vision, Disability, Life and AD&D insurance.
401k contribution of 3% of your base salary, regardless of if your contribution (immediately vested).
Paid time off, paid holidays, floating holiday, paid birthday and paid parental leave.
Monthly, flexible work reimbursement for costs associated with mobile and/or internet costs.
One-time stipend for the costs associated with establishing a home office.
Bi-weekly, individual, performance based variable incentive.

Environmental Requirements:

Remote work is to be performed in a private, home office setting, free from safety hazards and distractions.
Home internet speeds of a minimum of 25MB down/3MB up. 50MB down/5MB up preferred.
Work performed onsite at customer locations is in an industrial or manufacturing setting.
Familiar and comfortable with field work that is onsite at customer locations.
Comply with applicable PPE and manufacturing safety protocol required during customer visits.

Physical Requirements

Ability to travel approximately 5%, including day trips and overnight stays for several days.
Must be able to operate a motor vehicle and must maintain a valid driver’s license for the duration of employment.
Ability to work as needed after-hours, during weekends, and during holidays.
Prolonged periods of sitting at a desk and working on a computer.
Repeating motions that may include the wrists, hands and/or fingers.
Answer and return phone calls.