Associate Director - Client Management

Job Description:

About the Role:

As Client Services Manager, you will be responsible for managing customer projects as well as working closely with the Product Development and Sales teams to ensure our shrink-wrapped software modular solutions are implemented to project specifications and within budget. You will be responsible for delivering exceptional client service to our Axxis Software clients. You will also be responsible for developing new service offerings to increase usage and product adoption within our existing customer base. You will also utilize your Project Management and Customer Support expertise to assist clients in understanding how our solutions can be used to solve their business problems. You will report to the Client Management Director. 

About the Team:

Axxis Software, by Oil Price Information Service (OPIS), a Dow Jones Company, is a leading provider of client/server and cloud-based software solutions designed to address downstream petroleum process automation when buying, selling and transporting fuel. With over 30 years experience fueled by our domain knowledge and intellectual property, Axxis has an extensive customer list representing Government Agencies, Fuel Suppliers, Wholesalers, Marketers, Farmers, Brokers and Convenient Store Retailers throughout North America. Our client list includes the top 200 oil companies, thousands of distributors, traders, government and commercial buyers of petroleum and renewable energy products. To find out more information, please go to our website www.axxispetro.com.

You Will:

• Manage small-to-mid size and assist on large scale enterprise software implementation projects across client departmental boundaries

• Manage the end-to-end installation, configuration, and implementation of our Axxis Enterprise on premise product offering (and planned Axxis SaaS solution)

• Provide training and support as needed to customers

• Obtain and maintain an in-depth understanding of our product features and functionality

• Provide timely / informative responses and support to client inquiries

• Utilize your Customer Support experience and knowledge to identify customer needs

• Troubleshoot technical issues during implementation

• Coordinate with the sales team regarding pre/post sales activities

• Participate in the management and updating of various demo / test environments

• Participate in software quality assurance and pre-release testing

• Solicit client feedback to improve service, respond to clients' requests and product improvement ideas

• Communicate with Product Specialists / Developers to identify and isolate problems

• Serve as the “Owner” of key strategic accounts

• Document and disseminate best practices including Statements of Work

• Track and report time and expenses for your assigned projects

• Improve profit margins and consultant utilization

You Have:

• Experience working with clients and sales to understand business requirements, define a conceptual solution and develop a robust Statement of Work

• Project management and implementation methodology experience related to packaged and customized software solutions

• No travel restrictions (role involves <25% travel)

• SCM/ERP systems experience (a plus)

• Knowledge of Web applications, Windows, SQL Server or Oracle DB (a plus)

• PMP Certification and PMI training (a plus)

Our Benefits

• Comprehensive Healthcare Plans

• Paid Time Off

• Retirement Plans

• Comprehensive Insurance Plans

• Lifestyle programs & Wellness Resources

• Education Benefits

• Family Care Benefits & Caregiving Support

• Commuter Transit Program

• Subscription Discounts

• Employee Referral Program

Learn more about all our US benefits

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Reasonable accommodation: Dow Jones, Making Careers Newsworthy - We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. EEO/Disabled/Vets. Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, email us at talentresourceteam@dowjones.com. Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.

Business Area:

Dow Jones - Energy

Job Category:

IT, Telecom & Internet

Union Status:

Non-Union role

Pay Range: $125,000 - $155,000

We recognize that attracting the best talent is key to our strategy and success as a company. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates. The quoted salary range represents our good faith estimate as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills, and other factors that may prove relevant during the interview process.

Pay-for-performance is a key element in our strategy to attract, engage, and motivate talented people to do their best work. Similarly to salary, for bonus eligible roles, targets are set based on a variety of factors including competitive market practice.

For benefits eligible roles, in addition to cash compensation, the company provides a comprehensive and highly competitive benefits package, with a variety of physical health, retirement and savings, caregiving, emotional wellbeing, transportation, and other benefits, including "elective" benefits employees may select to best fit the needs and personal situations of our diverse workforce..