Project and Client Success Manager

WTW is an award-winning advisory, broking, and solutions company that supports clients worldwide in transforming risk into opportunities for growth. With a rich insurance heritage dating back to 1828, from the Titanic in 1912 to the Moon Buggy in 1971, WTW brings deep industry expertise and longstanding experience. Our WTW Regional Delivery Center, based in the heart of Lisbon, brings together a strong global team of more than 400 colleagues who deliver operational excellence every day through innovation and streamlined, efficient solutions.

As a Project and Client Success Manager, you will be responsible for managing implementations of Embark, our Employee Experience platform, which is delivered as a Software as a Service offering. You will be responsible for managing the life cycle of the implementation by managing project team members, ensuring deadlines and budgets are met, quality standards are upheld, and project success criteria are achieved. The ability to effectively communicate with the client, as well as internal team members, is critical to success in this role.

Upon project completion you become the clients primary contact for questions related to the technology, facilitate periodic strategic business reviews, probe on upcoming challenges that are coming for the client, and identify new ways that your client can gain more value from their Employee Experience software. You will also manage a group of clients throughout the life of their contract (typically 3 to 5 years) to ensure that your clients are using the software to meet their employee experience needs. By partnering with Lead Relationship Managers and all of our Employee Experience advisory services and other lines of business, you’ll find new ways to utilize our software to solve our clients’ challenges.

You’ll have the opportunity to manage implementation projects as well as your own book of business, build deep client relationships, and collaborate with colleagues across the globe. If you are interested in building and maintaining long client relationships, finding creative ways to meet unique challenges, and defining your own career path, we have the role for you!

Responsibilities 

• Maintaining client contact throughout the project lifecycle including regular client updates.
• Overall responsibility for managing the client’s relationship with the Embark employee experience platform
• Provide effective communication with clients (verbal, written and face-to-face) to ensure high levels of client satisfaction. 
• Developing / maintaining project plan, scheduling meetings / calls, providing agendas, taking meeting notes and making them available
• Organizing and motivating the project team, ensuring effective inter-team communications
• Analyzing and managing project risks & issues
• Monitoring and reporting progress (scope, schedule, budget, etc.). 
• Coordination and follow-up with client or other 3rd-party resources as needed to keep them on track
• Ensuring completion, approval and filing of key documentation (requirements, specification, etc.)
• Ensuring team members are aware of their budgeted hours
• Assisting to eliminate roadblocks and developing Change Orders during projects
• Participate in testing – high-level review of site based on requirements and provide a second set of eyes.
• Leading Internal and client debrief meetings
• Ensuring proper handover to support at completion of project.
• Participate and contribute to Transition to Support tasks
• Establishing a partnership that works to ensure client’s overall satisfaction with the Embark employee experience platform
• Acting as a liaison between product management and the client with a focus on communicating the roadmap and how the roadmap will influence client activities
• Developing success plans for clients that outline their critical success factors, metrics for success, potential issues, and provide recommendations
• Working closely with Communication & Engagement Solutions Advisory consultants to identify new opportunities
• Monitoring and facilitating the client’s adoption of the Embark employee experience platform with the purpose of making business recommendations to client key stakeholders for enhancing their employee experience
• Leveraging client relationships as needed for prospect references
• Managing client contract renewals
• Prioritizing and driving resolution on escalated client issues

The Requirements

• Experience in project management, HR Portal software and Consulting or Employee Communications
• User experience of project management tools
• Ability to effectively communicate and interact with all levels within the Clients organization well as internal team members
• Ability to balance multiple priorities and initiatives, producing quality deliverables on time and within budget
• Proven Account Management experience and ability to gather and document technical requirements along with a working understanding of the project 
• Ability to engage at mid-level and senior levels within HR, make high level decisions utilizing problem-solving and analytical skills
• Experience managing project financials, scope management and budget tracking
• Excellent verbal and written communication skills, including the ability to chair meetings or host webinars
• Meeting facilitation skills
• Detail orientated, strong analytical thinker
• Demonstrated ability to work on virtual teams
• Process driven with ability to modify approach 
• Must be self-motivated and able to remain focused on assigned projects
• Ability to travel (subject to current Company Travel Restrictions) and engage across internal functions (Sales, Product Management, Consulting)
• Flexible working hours when working on non-EMEA based projects
• Demonstrated commitment to quality and continuous improvement
• BS / BA degree or relevant experience (Nice to Have)

Note: Embark is not an Human Capital Management / HR Information System, therefore we are not looking for candidates that have implemented systems like Workday, Oracle and SAP in a Technical or Programme Management role.