What are the responsibilities and job description for the Organizational Change Manager/Consultant position at Radiansys, Inc.?
Job Details
Job Title: Organizational Change Manager (OCM) / OCM Consultant / Customer Success Manager
Location: Alameda, CA 94502 (Onsite)
FTE & Contract W2/C2C
Skills & Experience
- Minimum of 10 years of experience as an Organizational Change Manager / OCM Consultant / Customer Success Manager
- This is an individual contributor role. However, the candidate should be a good team player & proactive.
- Proficient with Organizational Change Management activities; Establish clear client retention goals
- Assist customers with setting up and navigating programs or software; Promote the value of the product
- Promote an energetic fan base for products and locate brand ambassadors to share the product's benefits and value
- Maintain a detailed understanding of products and services, assist customers with questions, and suggest the best products for their needs
- Review customer complaints and concerns and seek to improve the customer experience
- Capability to analyze and adapt to digital adoption platforms like WalkMe, Whatfix, etc
- Upsell services and products with the brand image; Promote value through customer experience
- Assist in creating training courses and educational materials
- Optimize existing processes within the company and actively enhance all Customer Success initiatives
- Bachelor s Degree or higher in Information Systems, Computer Science, or equivalent experience.
- Any technical certification in O365 would be an advantage
- Strong customer service & customer skills; Excellent verbal and written communication skills
- Ability to work well in a team environment; Strong organizational and analytical skills
- Ability to lead and motivate others, Strong interpersonal skills, and multitasking skills
- Be proactive take strategic decisions and suggest best practices
Job/Role Description
- Proficient in following change management activities, Roadmap & Change Management Planning, Execution & Change Management, and Continuous Improvement & Training
- Proven work experience as a Customer Success Manager or organization change manager; Experience in managing a diverse group and training each according to company standards
- Technical skills required, as they relate to the use of the product or service; The ability to learn quickly and easily grasp new software applications
- Deep understanding of customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
- Ability to establish milestones and keep all team members on task; Accountability and personal organization are essential
- Exceptional ability to communicate and foster positive business relationships
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