Senior Manager, Client Success at West Monroe

| Chicago
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At West Monroe, our people are our business.

We pride ourselves on bringing a different mindset to consulting—and that takes a different approach: highly collaborative, flexible, and tenacious.

Our people-first, highly collaborative culture is core to our identity. It’s something we care about, and something we strive to enrich and preserve. No hierarchies. No siloes. No egos. Just smart ideas, unique perspectives, and the drive to make an impact for our clients.

We also know that the best outcomes for both our people and our clients result from including diverse perspectives at the table.  That's why inclusion and diversity is one of our core values.

Every day our clients rely on us to help them tackle their greatest challenges, by strategically deploying technology through a business-focused and industry-specific lens. We bring together both the right knowledge and the right approach, so that they can capitalize on opportunities and deliver real results. That takes the right team. And that’s where you come in.

Ready to thrive in the next step on your career journey?

West Monroe Partners has an immediate opportunity for a Senior Manager to join our Shared Services function within the Client Success team.  The Senior Manager will lead the ongoing strategy, planning, management, and execution of the Quality Execution program aimed at increasing the quality and value of our client engagements in addition to decreasing risk.  This role will interact with all levels of the WMP organization as well as external clients.    

The Senior Manager should have experience with project and quality management including understanding of the different project types (strategy, implementation, program leadership, etc.).  Mentoring, coaching, and training across the organization is a critical component of this role. Most importantly, candidates should be passionate about what they do and enjoy a fun, entrepreneurial environment!


Responsibilities:
• Identify, develop, implement, and operationalize procedures, programs, and initiatives aimed at increasing quality and decreasing risk
• Define the change management strategies required to increase adoption of new procedures, programs, and initiatives as well as change behavior, as needed
• Collaborate with Marketing, Strategic Growth, line partners, and clients to manage and expand West Monroe’s Voice of the Customer (VOC) program capabilities and insights
• Partner with pursuit teams and/or West Monroe Legal to advise on risk mitigation methods during the business development phase including reviewing client contracts, pricing strategies, etc.
• Work with delivery teams as well as West Monroe Finance & Accounting to monitor and mitigate financial risk associated with accounts receivable (AR), inventory, etc.
• Create reporting and monitor key performance indicators related to West Monroe’s quality and VOC programs within the firm; develop analyses to proactively identify trends and areas for further analysis/exploration
• Coach, mentor, and train West Monroe employees to establish a consistent level of quality, accuracy, accountability, and compliance of organizational standards
• Document and share best practices, lessons learned, and risk mitigation guidelines across offices and practices
• Build relationships across the organization and work with individual offices and practices to develop, manage, and execute quality assurance procedures and programs

Qualifications:
• Bachelor's degree in a related field is preferred or equivalent experience required
• 10 + years’ work experience in professional services, project management, and/or quality assurance or 8+ years’ work experience in IT, process, and/or management consulting
• Positive attitude, excellent communications skills, and the ability to act on own initiative with a strong commitment to customer service
• A commitment to inclusion and diversity and openness to new ideas and perspectives

Additional Skills:
• Ability to possess executive-level presence including the ability to develop and deliver presentations to senior-level executives and West Monroe’s director community
• Ability to create and interpret reporting including in Excel, Power BI, and CRM (Salesforce)
• Ability to understand West Monroe’s business, apply knowledge and critical thinking skills in day-to-day problems and solutions
• Ability to use appropriate analysis, judgment and logic when solving problems and making decisions
• Ability to listen actively and communicate effectively with others both orally and in writing
• Ability to tailor communication style to the audience, clearly and concisely, in order to facilitate decision-making
• Ability to relate well with others, build relationships and constructively interact with a variety of people and situations
• Ability to proactively achieve goals and objectives, which positively impact West Monroe’s business results
• Ability to plan, execute and improve work processes to ensure achievement of business objectives
• Ability to relate well with others, build relationships and constructively interact with a variety of people and situations
• Ability to demonstrate integrity while successfully managing work demands and pressure; continually pursues personal development


Ready to get started? Join our team and make an impact.

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • ScalaLanguages
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Backbone.jsFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • AccessDatabases
    • CassandraDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases

Location

311 W. Monroe Street, Chicago, IL 60606

An Insider's view of West Monroe

How do you collaborate with other teams in the company?

West Monroe's collaborative culture allows you to grow professionally by working across practices, industries and offices - all while creating value for the client.

Kirsten

Manager, Mergers & Acquisitions

What makes someone successful on your team?

If you refuse to shy away from a challenge and enjoy working with an intelligent group of people that genuinely care about those around them, your success will be imminent at West Monroe.

Adam

Manager, Technology

What are West Monroe Perks + Benefits

West Monroe Benefits Overview

Choosing where to build your career is an important decision. Should you choose to build it with West Monroe, we take that commitment seriously.

We believe that when people get the support they need to thrive, they care more, do more, and achieve more. In fact, that’s our whole business strategy. So we strive to provide a total rewards model that illustrates our commitment to our people and their growth, creating value today, tomorrow, and well into the future. We invest in you through an attractive package of rewards that promotes your health and well-being, your financial future, your development, and your satisfaction and enjoyment at work.

Diversity
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
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