Customer Engagement Lead - Program Manager

Customer Engagement Lead – Program Manager

Houston, TX

About this position:
Context Labs is seeking a technically savvy Customer Engagement Manager (Project Manager) to lead high-visibility, strategic customer engagements and ensure they are delivered to scope, on time, and in a manner that drives maximum customer outcomes and delight.

In this role, you will integrate efforts with the sales and services teams to help customers derive value out of their Context Labs’ implementation. You will manage multiple customer projects simultaneously, with multiple cross-functional teammates. You will need to balance managing complex enterprise engagements and nimble start-up implementations. This includes managing the flow of customer projects, documenting requirements and timelines, providing customers with timely project support, managing open issues related to each project, ensuring communication across Context Labs’ teams, managing subcontracting partners, and ensuring successful completion of each engagement.

You will grow to provide a compelling perspective of the Context Labs customer implementation process. The right candidate for this role is customer oriented with strong analytical and communication skills, project management expertise, and interest and passion for ESG applications of enterprise analytics and distributed ledger technology. You must be able to articulate value, inspire and lead Context Labs' customers through each project. This position will report into our nascent Customer Experience team where opportunities for growth abound.

In this role you will:

• Serve as project lead and primary interface and point of contact for customer
• Own all the functional aspects of customer projects including project management, documentation of requirements and timeline, resolution of open issues, communication of status and more.
• Accelerate customer adoption of Context Labs’ Immutably Platform by leading the development of the implementation strategy for Context Labs’ Customers
• Collaborate with Sales to capture customer requirements and develop a success strategy for individual accounts
• Act as the point of contact for services in partnership with the Sales team
• Collaborate with Sales, Data Science, and Engineering teams to determine project goals, define success criteria, and create Statements of Work (SOWs) for customer related projects
• Coordinate with internal stakeholders to develop staffing plans, project plans, and schedules, including working with external delivery partners as needed.
• Maintain project level oversight, and manage exceptions related to timelines, milestones, migration goals and business transformation strategies,
• Coordinate and work closely with the other members of the Context Labs’ Customer Experience team to deliver customer outcomes.
• Manage all customer communication, including email, phone and face-to-face meetings.
• Serve as a customer advocate within Context Labs escalating issues and driving feature requests.
• Assist in the continued development of the Customer Experience team by mentoring, contributing to our training content, and improving the Context Labs Services methodologies.
• Create documentation, templates, customer and internal resources and other assets that will support a rapidly scaling Customer Experience Center of Excellence.
• Scope and manage subcontracting partner delivery of enterprise engagements. Subcontracting partners include hardware, professional services, and field services partners
• Travel up to 20% of the time as needed.
• Anything else as may reasonably be required by the company.

Experience/Skills:

• Delivering complex SaaS services for ERP ecosystems, delivered in conjunction with delivery partners
• Stellar listening, speaking, presentation, writing, and analytical skills
• Business acumen and strong consulting skills and experience
• Self-directed with the ability to manage simultaneous, complex engagements in a multifaceted environment
• Strong ability to multitask, managing multiple concurrent work threads
• Ability to set and manage customer expectations and to negotiate appropriate resolutions to issues
• Exceptional enterprise project management skills - PMP certification a plus but does not replace relevant work experience
• PMO / Project Management/ Program Management experience (at least 5 years’ experience)
• 7 years of customer-facing experience, interfacing with executive stakeholders, driving/managing/delivering IT technical implementations, transformation programs, or other initiatives
• Experience supporting enterprise customers in one of the following: cloud professional services organizations, comparable IT consulting, or program management organizations.
• Passion for delivering technical solutions to solve business problems in the ESG space

Preferred Experience:

• BA/BS degree, ideally in a quantitatively oriented degree (e.g. Computer Science, Math, Statistics, Economics)
• Master's degree in a technical or engineering field, or MBA.
• Experience collaborating with channel partners, systems integrators, and third parties to deliver and manage implementation of high-impact solutions.
• Demonstrated experience in value consulting, proposal development and execution with public or start-up cloud providers.
• Experience working with business intelligence software is preferred
• Proficiency in and passion for data analytics; knowledge of database structure, design, and modeling concepts
• Experience writing and negotiating customer- and delivery partner- facing Professional Services SOWs
• Experience in Energy, specifically oil and gas preferred
  
  

Why you’ll like it here:

• Context Labs is collaborative at its core. You’ll work within your team and across the organization allowing for continuous learning and discovery.
• We set goals that matter and provide value in all that we do, from building meaningful products to positively impacting carbon reduction and climate change.
• Context Labs’ mission is to transform complex data into continuously proven information. Powered by Immutably™, an innovative, trusted data fabric platform, our integrated solutions deliver context-driven insights that enable human networks to spot patterns, correlate trends - and reveal the ground truth hidden inside the world’s most complicated, persistent problems.

We understand that applying for a job can be intimidating. Applicants rarely meet every single job requirement, and we know there are many skills and backgrounds that will contribute to success in this role. If you’re interested in applying, please do so.

Context Labs embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, the better our products will be. Context Labs will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please contact Human Resources at HR@contextlabs.com.

Who we are:

Context Labs is dedicated to sourcing, organizing, and contextualizing the world’s climate information. The company enables data to become trusted, shared, and utilized as Asset Grade Data (AGD™), providing insights and solutions to inform markets. Context Labs mission is to provide the world’s trusted data fabric platform, delivering Asset Grade Data to customers using the Immutably™ Enterprise Data Fabric platform, deploying machine learning, Artificial Intelligence, and cryptographic blockchain technologies, for context-driven insights.

Building on the Immutably™ Enterprise Data Fabric platform, the company has deployed customer service layers (1) Decarbonization-as-a-Service™ (DaaS™), tailored to accelerate the Global Energy Transition, and its (2) CLEAR Path™ platform to enable customers to optimize value creation with the highest quality carbon credits. The company was formed out of MIT (Massachusetts Institute of Technology) research and is comprised of a leadership team that has been instrumental in the at-scale growth of the Internet, in prior companies. The company has offices in Amsterdam, Cambridge, Mass., and Houston.

We are a team that is hiring and growing! Learn more about Context Labs here:

www.contextlabs.com