Job Description
A Marketing Technology Solution Manager is an account level delivery leader who is experienced in leading the production operations for the multi-channel marketing solutions. This leadership is inclusive of managing resources on the account, scope\project management, and account level financial management. The Solution Manager will be responsible for the design/build/transition of enhancements to these platforms aligned to new client business needs.
This Solution Manager will partner with their respective Client Partners or Account Managers from each account group and will be client-facing as needed. The Solution Manager is the central point of contact, providing regular status updates, managing change requests, and communicating solution issues and impacts. They are responsible for motivating their team members and communicating expectations to these same team members regularly, to ensure project success.
The Solution Manager role is expected to understand the value the solution brings to the client, and must be able to articulate this value to internal and external stakeholders. The Solution Manager must have solid communication skills that allow for conveying confidence and building trust with our client as well as internal Merkle business partners.
The Solution Manager will be responsible for the management of one to multiple accounts, comprised of approximately 4-15 staff members and $1-4mm in revenue annually. The Solution Manager will be accountable to P&L for their respective accounts, thus a keen understanding of revenue forecasting, resource management, and overall financial management is key.
Expected Job Functions:
- Provide day-to-day leadership over the assigned account delivery teams, comprised of primarily of production operations resources (Ops, Dev, BSA, CM) driving the stability and growth of multi-channel solution platforms and database marketing technologies.
- Oversees the delivery of our client commitments on-time and ensures high quality client- centric service
- Effectively manages the day-to-day team activities to achieve account and Merkle objectives
- Maintains a high quality technology solution as evidenced by solution audits and results
- Identifies solution improvements and efficiency to benefit clients and Merkle, communicates changes with client/team and manages the implementation of changes within the production schedule
- Support business development efforts within the account. This includes supporting sizing and costing.
- Deep understanding of the contract(s) supporting the account, and the management of these contracts. This includes ensuring the scope is properly managed, and that changes are properly documented to ensure the business services stay aligned with defined contractual scope.
- Responsible for the coordination of the account resources, ensuring that each team member is clear on their assignments and priorities on a day to day basis.
- Responsible for keeping an account level staffing plan, which will drive cost forecast, and financial forecast. This includes ensuring account level performance against financial targets
- Serve as first-line of escalation from the project teams on all operations issues and delivery challenges. Includes leading the triage, analysis, and resolution of all operational issues.
- Conduct regular (typically weekly) status meetings with the external client. Includes documenting a weekly status report that conveys tasks, status, risks, and any issues.
- Provides feedback to Merkle leaders regarding shared\matrix resource(s) performance
- Communicate effectively with Delivery Lead and Client Partner, other upper management, on account activities and overall health of the account(s). Synthesize relevant information on key milestones, success criteria, staff and client and risks. Escalate critical issues appropriately.
- May require up to 30% travel required by client and business development needs.