Customer Project Manager

Responsibilities:
JOB FUNCTION:
As a member of Lexmark’s Managed Print Services (MPS) organization, the Customer Project Manager (CPM) will be responsible for internal and external partners to implement MPS customer contracts, deploy equipment fleets and/or support existing customer equipment.

The CPM will be the client’s primary point of contact from the time the contract is signed until the end of the deployment of the machines, software and services.

The size of the projects varies depending on the number of equipment and technical environment (specific settings, software solutions, need for personnel on site, removal of old equipment, etc.). The CPM will be assisted by a Deployment Project Coordinator (DPC) who will manage orders, deliveries and data related to machine registration. Each CPM will manage between 1 and 4 projects simultaneously, depending on the size and scope of the assigned projects.

ROLE’S DUTIES, RESPONSIBILITIES, AND AUTHORITY:

- Develop strong customer relationship and be a key Lexmark representative in customer meetings.
- Maintain a very positive attitude with customers, assist in resolving any difficulties regarding Lexmark products and related services. Represent Lexmark professionally.
- Plan, direct, track, and evaluate Lexmark project activities, but also tasks assigned to customers, in order to ensure successful implementation.
- Forecasting budget, schedule milestones and confirm customer expectations during project launch.
- Manage all project resources, including Lexmark resources working on the Implementation phase; you will ensure that all services included in the contract are initiated on time and on budget and meet technical objectives.
- Follow the PMO processes, procedures and methodology, including the creation and regular distribution of the updated schedules, progress reviews and Project action lists.
- Develop methods to manage project scope changes
- Identify risk areas and develop appropriate workarounds, escalate issues if necessary.
- Facilitate and document weekly reviews and progress meetings with the customer, but also with internal teams, providing workarounds or problem resolution plans as required.
- Review and reconcile the inventory of customer ordered equipment on a regular basis until it is installed and registered in the Lexmark.
- Manage the relationship with the Installation Partner during the project and ensure that the services requested by the customer are performed correctly.
- Supervise customer site installations as required.
- Lead the Project Deployment Coordinator (DPC) activities, to ensure the accuracy of the order and to minimize the time between shipping orders and registering the equipments
- Share regular status with management on projects in progress, new opportunities and issues encountered.
- Transfer the customer and associated contract to the Customer Operations Manager for day-to-day management.
- Launch the Project Satisfaction Survey (“Voice Of the Customer”) with the deployment team, the customer, the operations manager and his management equipment
- Assist in selling new services to the customer.

EDUCATION & EXPERIENCE
- Engineering Master degree or other relevant degrees
- Ideally certified in PMP, Prince2 or ITIL
- Over 5 years of experience, preferably in IT equipment deployment
- Ability to work with customers and sales teams
- Experience in project management, and the coordination of budget and project teams
- Customer relationship management

TECHNICAL SKILLS
- Comfortable with Microsoft Office tools: Project, Excel, Word, PowerPoint, Visio, Sharepoint
- Project and Process Management skills required
- Problem Solving skills required in addition to technical ability

SKILLS
- Proficient in English, and Fluent in French
- Attention to detail
- Strong interpersonal skills
- Strong leadership skills
- Pragmatic and able to manage project teams requirements
- Strong analytical skills
- Commitment to solve complex problems in a changing environment