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Premium Services Manager – Delivery Services

About Us:

Messagepoint Inc. is a leader in developing and delivering innovative software and services within the Customer Communications Management market.   Messagepoint Services deliver award-winning designs, and get them into production seamlessly while providing the support our clients need to effectively maintain their communications.  Messagepoint’s Product solution helps companies strengthen their customer communications by enabling business users to control the entire messaging lifecycle for all print or digital communications without burdening IT.  We are currently seeking a Premium Services Manager for our Toronto, Ontario office.

Summary

As Manager of the Premium Services team within the Professional Services organization, you will be responsible for providing clients with a positive experience when managing Messagepoint activities in their organization.  This position is responsible for managing the efforts of a team of consultants working with Premium Services clients to develop an implementation plan and successfully deliver the specifications of Messagepoint projects (maintenance projects, conversion projects, and new Messagepoint work). In addition to the above work, the team is also responsible for handling various support issues that clients open in the support portal.  This team will be able to manage support tickets associated with Premium Services.

Responsibilities:

Manage the efforts of Premium Services Team, including, but not limited to: 

  • Individual performance and growth
  • Team performance
  • Project oversight
  • Reporting on team effectiveness
  • Ensure projects are properly staffed

Ensure the team properly:

  • Defines the Messagepoint platform for clients
  • Enables client users
  • Ensures client satisfaction within the Messagepoint platform
  • Accountable for solution consistency as well as code and documentation quality

As Manager:

  • You will participate in project scoping, estimation, and planning
  • Be able to occasionally perform as Project Solutions Lead
  • Monitor projects for:
    • Successful delivery of unit tested code for a set client group and the resolution of issues discovered during client testing
    • Deliverable timelines
    • Smooth deployment of applications into production and the transition of applications from project to support
    • Interact with Project Solution Lead, Customer and third-party resources
    • Accountable for defining client business & technical standards
    • Establish and maintain relationship with Client Leadership

Qualifications and Skills:

College Diploma or University Degree in Business, Administration, Computer Science or Engineering (equivalent work experience in document engineering may be considered)
Experience in ECM/CCM space is a plus
Experience in document engineering tools, including composition, print stream manipulation, archive, transforms etc.
Experience in document composition tools such as OpenText Exstream and GMC
Messagepoint experience is a plus
Diagnosis of composition and print stream issues
Experience interfacing with multiple clients
Full software development lifecycle knowledge

Minimum 7 year’s work experience, with at least 2 years in a leadership role.

We’re looking forward to hearing from you! 

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