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OCM Client Relationship Manager
Ref No.: 18-53945
Location: Los Angeles, California
Position Type:Contract
Start Date: 07/30/2018
Job description
This role will report to the Director of Client Engagement. This role will build, manage and grow relationships with Organizational Effectiveness Business Unit of SCE. The duties will range from introducing new clients to the value of Bridgewater Consulting Group (BCG) to expanding our presence within existing client accounts. The successful candidate is expected to help clients identify and address their most demanding business challenges with innovative, balanced, and measurable OCM solutions.

The successful candidate will own all the client facing relationship management processes and procedures for Bridgewater Consulting, Inc. This includes the preparing of SOW based on the client providing scoping and client intake information. Prepare proposals and quotes for OCM work with new OCM clients for Tier 1 and Tier 2 opportunities. To be effective, the client account manager must establish a strong and collaborative working relationship with our internal Backoffice team.

As the Client Account Manager is working to cultivate the relationship and drive business development, the role may be required to execute on OCM services. This will support and aide in the times that OE may need immediate OCM support while new OCM consultants are being recruited and onboarded. This support may also be required on short term OCM project engagements to meet the variable demands of OCM work for the OE client.

Responsibilities:
  • Primary point of contact for OCM clients within and across the Utility and HR sectors
  • Responsible for overall client relationship and business development for BCG's OCM practice
  • Schedule and conduct client meetings to introduce new clients to the value of BCG, with an end goal of engaging them to utilize our OCM consulting services
  • Work cross functionally within the matrix organization to define, coordinate and manage OCM client requests and resolve OCM client issues/concerns
  • Provide proactive client service and outreach to provide guidance, support and program consultation
  • Proactively monitor and measure assigned client program data throughout the year; provide clients with timely and meaningful insight and/or recommendations
  • Develop in-depth knowledge of our service offerings and how it relates to the customer's needs
  • Lead, prepare and deliver client presentations, proposals, Statements of Work, meeting agendas and action plans
  • Proactively seek information and solicit client insight to assist in creating/delivering value and to identify potential business development opportunities
  • Proactively identify opportunities to improve the client's OCM delivery operations and Prosci Delivery Model
  • Manage the Quarterly Business Review Process, inclusive of service level objective(s) achievement, strategic technology roadmap and recommended IT operational improvements
  • Work with the Director of Client Services to identify all inactive clients and help formulate a strategy for client engagement
  • Assists in the onboarding of new OCM Consultants to support client assigned work
  • Team with colleagues in the OCM delivery arm of BCG to ensure the highest levels of client satisfaction
  • Work with OCM Sr Principal Consultant to address any OCM project delivery issues and/or operational issues in support of the OE Client and in flight OCM projects
  • Other duties as assigned/special projects

Qualifications:
  • 7-10 years of OCM consulting, service or support with customer facing responsibilities
  • Proven track record of managing client relationships and driving customer satisfaction
  • Excel in working in cross functional team environment and relate well to OCM delivery consultants and OE BU Clients
  • Strong problem-solving skills
  • Excellent written and oral communication skills
  • Excellent Microsoft Office skills with an emphasis on PowerPoint & Excel
  • Strong knowledge of organizational and individual behavior
  • Ability to manage and facilitate change within an organization
  • Strong organizational and project management skills
  • Passion, energy, enthusiasm, drives for results
  • Self-starter, independent thinker
  • Ability to work in a fast-paced, entrepreneurial environment and take initiative
  • Ability to work collaboratively and manage ad hoc cross-functional groups, facilitate issue resolution, and drive to closure on business decisions
  • Bachelor's degree in Business, Human Performance, or Communication

Experience required in the delivery of OCM projects:
  • Experience in Stakeholder Identification & Analysis
  • Experience in Change Impact Assessment
  • Experience in developing Organizational Readiness
  • Experience working on large scale technology projects
  • Experience with Change Management working with Systems, Process and Process Change
  • Able to do address Measurement & Sustainability
  • Develop Change Agent Network and Sponsor Roadmap
  • Develop and execute project measurement programs including business readiness and roll out assessments
  • Support the development of future processes by ensuring that user roles, responsibilities and performance measures are aligned with projected benefits
  • Support the identification and analysis of impact of changes in business process; raise issues and considerations to cross-functional teams
  • Understand impacts and dependencies of other projects and initiatives in the company; partner with external teams to ensure alignment
  • As part of stakeholder engagement plan work with Project Manager to gain buy-in and ownership for change programs with the business
  • Produce communication materials including e-mails, PowerPoint presentations, voice-mails and printed media
  • Prepare leadership for communication and training event facilitation
  • Develop and implement brand change team strategy to engage leadership in change initiatives and course correction to ensure success.
  • Assist in defining end user acceptance testing
  • Identify business readiness criteria and assist in defining the readiness process
  • Identify training requirements and assist in development of training curriculum
  • Prosci certification