Client Implementation and Support Manager

COMPANY DESCRIPTION:BroadReach is a technology advisor and consultant with access to over 600 different suppliers across a variety of technology pillars including:SecurityCX, AI, Automation & Contact Center Cloud Compute,Mobility & IOTNetwork ConnectivityTechnology and Mobile Expense ManagementAll these technology pillars are supported by our back-office team who provides Program and Project Management services that overlay complex multi-vendor projects.BroadReach is in the business of creating amazing partnerships with our clients. We sit on their side of the table, advise which technologies to procure, and provide education as to why. Whether our client's initiatives are surrounding risk management, digital transformation, AI strategy, or cost reduction and vendor consolidation, we can assist. One of the biggest values BroadReach provides our clients is time. Time spent researching and getting educated on new technologies and trends through road mapping and strategy sessions, time spent comparing vendors and pricing (RFIs, RFPs, Supplier Analysis Documentation) and running that entire process A to Z. Post-purchase, we save our clients time by overseeing and managing implementations, supporting escalations, ensuring billing accuracy, and managing renewal terms. We hire, fire and reward based on our core values. They reflect our strong culture and are a fundamental characteristic of each team member. Self-Aware Self-Motivated Us Before Me Customer First, Always JOB DESCRIPTION:We are seeking a highly motivated customer project and program manager with a service-oriented mentality. We want someone so confident in their craft that they can tackle any project, even those involving unfamiliar challenges. The BroadReach brand is a strong one, and members of our team are responsible for upholding our trustworthy reputation by living our core values each day. Success in this role requires an ability to adapt to projects with constantly changing deadlines and priorities, with minimal redundancy. We work in the business of trust, which requires consistency, responsiveness, detail orientation, excellent customer service, and a proven track record. Lastly, having a background in a variety of the technology pillars we support is also a must.RESPONSIBILITIES: Operate with a sense of urgency and guided by integrity while working with customers, co-workers, partners, suppliers, and all other people Foster and maintain strong, trust-based relationships with key customer and supplier contacts Work the entire service support process which includes prepping a project or order, tracking project and non-project orders through completion, providing regular updates to customers, escalating as needed, and reviewing invoices Act as the primary point of contact for inquiries, issues, and updates regarding projects or orders. Collaborate closely with customers to understand their needs and provide tailored solutions Coordinate with suppliers to ensure timely delivery of materials and resolve any supply chain issues Prepare and coordinate project or order documentation, ensuring accuracy and completeness. Track the progress of both project and non-project orders, monitoring milestones and deadlines. Conduct regular video conference and email updates with customers and suppliers to gather project status details and keep stakeholders informed of project status, anticipated completion dates, and any deviations from the original plan. Proactively identify potential delays or obstacles and take appropriate actions to mitigate risks. Escalate critical issues to management or relevant stakeholders as necessary for prompt resolution. Ability to work effectively in challenging situations with tight deadlines and concerned stakeholders. Collaborate with internal sales teams to understand customer expectations and project requirements. Coordinate with operations personnel to ensure seamless execution of service delivery, including scheduling and resource allocation. Participate in regular meetings with cross-functional teams to review project timelines, resolve bottlenecks, and streamline processes. Provide feedback to sales and operations teams based on customer interactions to improve service delivery and customer satisfaction. Maintaining an accurate and detailed internal service inventory. REQUIREMENTS: Proven performance as a successful project and program manager. Strong customer service/customer care skills. Relevant experience includes Software, Telecom, Cyber Security, Contact Center, Datacenter. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook). Fully functional and private home office setup (with professional background) for a hybrid work environment with 80% work from home. Local to the Twin Cities, MN area, within a reasonable distance from office in White Bear Lake. Reliable and available vehicle. Bachelor's degree or equivalent experience preferred. Strong organizational and time management skills. Excellent verbal and written communication skills. Ability to prioritize tasks and work independently with minimal supervision. Discretion and confidentiality when handling sensitive information. Flexibility to adapt to changing priorities and deadlines. Drama llamas need not apply. BENEFITS: Competitive salary and employee incentive bonus plan. Comprehensive benefits package includes health, dental, vision, disability, and life insurance. Simplified Employee Pension (SEP) - IRA fully funded by company with no match required. Paid time off and holidays. Great culture. We're looking for someone that draws us in, someone who, at the end of a busy workday, you're still excited to spend more time with because of their warmth, dynamism, and attractive personality.