Program Manager

Job Summary

Customers are allocated a Program Manager based on a number of considerations; including, value, complexity, or strategic importance to JSI’s business activities. Program Managers are involved in implementations for new customers, as well as account management and contract renegotiations for existing customers. Acting as central points of contact between JSI and their customers, Program Managers coordinate all activities and communication between the various JSI stakeholders and their customers. This position is a full time position, located in Frankfurt, Germany and reports to Country Operations Manager. The successful candidate will work with other Program Managers to ensure consistency and efficiency in the management of all Programs for the region. The position will require regular travel to Europe, the Baltic states as well as some domestic travel.

Key Responsibilities

• As part of the project team, participate as a stakeholder for requirements gathering, contractual negotiations, and review of proposed solutions for new business opportunities.
• Contribute to the successful implementation and completion of a customer’s project, including Site Acceptance Plans and Tests (SAT), training plans, and deliverables.
• At project completion, assume responsibility for all client contract management, including:
  • Capabilities and requirements, including capacity planning;
  • Engineering contractual deliverables, including maintaining software requirements.
  • Non-engineering contract deliverables, including user documentation and training.
• Be responsible for on-going Program Management activities such as:
  • Provide primary point of contact to coordinate activities and communication between the JSI internal stakeholders (Technical Support, Production, Training, Engineering, Product Management, Sales, Contracts and Executive) and customer program offices. This includes resource management, delivery timelines, feature development priorities and overall software release schedules.
  • Schedule and document the outcome of monthly Program Review Meetings (PRM)
  • Create and manage customer prioritised Engineering Change Request (ECR) lists o Support for Program Customer System Requirement Reviews (SRR), demonstrations, and User Conferences
  • Proactively adjusting plans to accommodate business priorities, customer requirements and other realities that place demand on the JSI.
• Work collaboratively with other Program Managers on processes, planning, logistics and priorities for all regional Program Customers
• Anticipate bottlenecks, provide escalation management, anticipate and make trade-offs, and balance the business needs versus technical constraints.
• Manage a log of Risks, Assumptions, Issues, Decisions and Dependencies and other account management activities in JSI’s CRM/Saleforce.com application.

Key Skills

• Project Management: experience and knowledge of project management principles and process, managing a set of complex technology projects incorporating hardware and software integrations and implementations.
• Program Management: an ability to collaborate with the customers to understand and support the evolving business goals and vision within the scope of JSI’s strategic direction.
• Communication: Effective communication with internal and external stakeholders.
• Stakeholder engagement: use well developed skills in negotiation and risk mitigation to manage stakeholder expectations. Ability to engage with internal and external stakeholders on a senior level, whilst maintaining the ability to work with SME’s on detail.

Requirements

• Bachelor degree, or higher (such as business, IT project management, etc.)
• Fluency in German and English
• Extensive experience with, or exposure to policing and/or intelligence business culture
• 10+ years experience in a program management and client facing role
• 10+ years experience delivering technology projects in excess of $5 million
• Complex problem solving skills and a broad understanding of hardware, software, technology and infrastructure.
• Ability to grasp and translate high level technical concepts into business requirements, and vice versa.
• Experience working with an internationally dispersed delivery team.
• Ability to work effectively with shifting demands and rapid change.
• Analytical mindset with ability to synthesize findings for executive consumption and decision making.
• Exposure to or knowledge of law enforcement or intelligence concepts would be beneficial.
• Ability to attain and maintain a Top Secret/NATO Security Clearance.
• Willing to travel 25% of the time.

Customer Engagement Specialist

Job Summary

The Customer Engagement Specialist is a new role in the German office. This role will work with multiple functions across the organization with the primary goal to ensure the best possible customer experience for JSI end users. The primary responsibilities include; organizing and delivering customer workshops for workflow analysis, Factory Acceptance Tests (FAT), Site Acceptance Tests (SAT) and delivery of customer training across multiple disciplines within the end user environment. This role will work closely with Operations, Program/Product Management, Engineering and the Training organization (in Kanata).

Overall Responsibilities

• Lead customer workshops for FATs, SATs and Workflow analysis.
• Provide training to Global customers and internal employees.
• Provide critical customer input to JSI’s Product and Engineering teams.
• Provide proposal input to RFP responses and/or produce compliance statements to JSI’s Proposal Manager
• Develop a deep understanding of the JSI software suite
• Create and manage customer prioritised Engineering Change Request (ECR) lists
• Participate in Project Management delivery for all European opportunities.
• Collaborate with management to plan and organize training activities according to needs and priorities of JSI customers
• Communicate thoughtful, customized solutions that help customers move forward and grow their engagement plans
• Collaborate with internal teams and account owners, to identify opportunities for existing customers to use more of our platform and remove roadblocks
• Develop and update new training case scenarios and hands-on exercises as required
• Coordinate the development of course material and presentation aids/handouts to ensure overall consistency across JSI’s training curriculum
• Assist with the development of E-Learning material for self-paced and leader led courses.
• Responsible for the upkeep of the training classrooms
• Responsible for the system administration of the training classroom systems

Experience

• University or College degree in Computer Science, Education or equivalent experience
• 3-5 years’ experience in customer engagement roles in a systems integration/software development organization
• Project Management experience and knowledge of project management principles and process
• Well rounded experience with technology, including; networking, applications and server/workstation hardware
• Experience working with an internationally dispersed delivery team

Skills

• An ability to collaborate with the customers to understand and support the evolving business goals and vision within the scope of JSI’s strategic direction.
• Demonstrate composure, resilience, and flexibility as customer needs evolve.
• Ability to keep up with rapid technology changes based on “big data” technologies.
• Strong oral, written communication and presentation skills
• Self-motivated and able to work with minimal direction
• Ability to partner with operations leadership team to ensure compliance with operational standards, and seeks opportunities for ongoing efficiencies and quality improvements
• Must be able to travel 50-75% of the time.
• Fluent in German and English

Customer Success Specialist

Job Summary

In this role, you will be joining JSI's Product Management team and will prime one of our largest, most strategic accounts in Europe from a Product Management perspective. You will act as the main point of contact for all product requirements and initiatives driven from the customer that require product management involvement. You will become an expert in JSI's software products, working closely with JSI Product Owners and other stakeholders in the areas of requirement specifications and prioritization to ensure the customer's needs are met. The ideal candidate has exceptional communication skills (ability to speak German is an asset), a very strong technical and customer facing background, and possesses a strong attention to detail.

Responsibilities

• Actively represent the JSI Product Management team in internal and external meetings related to this customer.
• Be instrumental in the effort toward assisting this customer in reaching their milestones.
• Work closely with the customer to understand their product needs and feedback. Document and communicate these requirements to appropriate JSI teams.
• Learn as much as possible about all of JSI's products, in particular the functions of interest to this customer.
• Design and deliver product demos, presentations and workshops both virtually and in person.

Knowledge & Experience

Preferred Qualifications

• Minimum 3 years’ experience with products in the area of lawful intercept, intelligence, analytics
• Solid communication skills (both written and verbal).
• Strong organizational skills
• Some experience presenting to groups
• Experience interfacing with program/project offices
• German language skills and German cultural awareness
• Ability to attain and maintain a top secret security clearance

Personal Attributes

• Self-motivated, resilient and capable of managing multiple priorities and tasks.
• Loves to be a part of a team.
• Creative and efficient in proposing solutions to complex, time-critical problems.
• Strong analytical and problem solving skills with a high attention to detail.
• Willingness to periodically adjust workday to coincide between time zones in North America (Eastern), Australia, and Europe in order to meet deadlines.

Terms of Contract

• This is a 12 month term contract with the possibility of extensions—to be hired as either contractor or term employee