Client Principal

Serves as an IBPM subject matter expert - both pre and post sales.
Helps shape the client thinking into the services / applications being delivered.
Delivers guidance into the art of the possible aligned with business objectives and a roadmap to get there.
Owns documentation of the customer requirements, solution scope and client success metrics.
Ensures the approved scope, solution requirements, success criteria, and estimated level of effort are accurately defined in the Statement of Work for Iron Mountain Solutions.
Provides oversight and strategic engagement with both internal (Iron Mountain) and client stakeholders to ensure the implementation aligns to the SOW and the client's requirements.
Responsibilities

Owns success of IBPM engagements from solutioning through successful implementation and exit into warranty period.
Serves as an IBPM subject matter expert including working with the client to influence and define the vision and translating that vision into the solution scope and deliverables for service delivery execution.
Defines the project scope and solution requirements, identifies risk and respective mitigation plans, determines the service delivery team's level of effort to execute on the solution, and ensures costs are properly reflected in the pricing model.
Ensures the overall requirements, approved scope of work and solution approach are represented in the Statement of Work.
Transfers knowledge of the vision, scope, requirements and client success criteria (e.g., goals, objectives, timescales, budget, etc.) to the delivery teams.
Participates in client workshops during the kick off and design phase to ensure that all relevant stakeholders are involved and aligned around customer expectations.
Drives the design workshops and oversees the design documentation prepared by the business analysts, functional & technical architects.
Leverages industry expertise and thought leadership to ensure leading practices are used in the solution design and delivery.
Assists Pre-sales team by providing deep IBPM subject matter expertise to support sales activities.
Owns client escalations and executive alignment.
Monitors project implementation at a high-level to ensure alignment with the SOW and partners with both the Client and PMO to address key issues.
Supports the communication process with both the Client and internally at Iron Mountain.
Supports the change request (CR) process by providing requirements and estimated level of effort to PreSales to support the development of Change Requests.
Proactively identifies areas for improvement in both client processes and internal delivery methodologies, advocating for innovation and the adoption of the latest IBPM trends and technologies.
Collaborates closely with cross-functional teams, including sales, product management, and engineering, to align client solutions with Iron Mountain's product offerings and business objectives.
Skills

World class expert in IBPM domain with proven ability to engage and influence clients towards the right solutions/approaches.
Business minded P&L consultant with enough technical knowledge and navigation skills to tie business requirements to technical solutions and service delivery capabilities.
Ability to benchmark client business processes against industry standard KPI's and metrics.
Oversight of complex multi-million dollar client projects and executive alignment with engagement up to C level.
Customer advocate to ensure customer vision is realised in the delivery of the customer solution.
Able to write business reports and business cases for the outcomes / potential outcomes of a project / change.
Be able to demonstrate return on investment & cost analysis.
Trusted based selling skills.
Strong written and verbal communication skills including excellent technical writing and presentation skills.
Negotiation and conflict management.
Innovative thinker and problem solver.
Qualifications

10+ years of experience as a consultant/professional services lead with a demonstrated track record of delivering successful digital projects.
5+ years of direct experience within business process management solutions, technologies and workflows.
Alternatively, equivalent Enterprise Content Management (ECM) or Content Services Platform (CSP) experience.
BFSI, Government, and/or Healthcare industry experience required.
Good understanding of Content Services, IDP, Intelligent Capture and Workflow Platforms and the marketplace.
Good understanding of Enterprise IT architecture and landscape.
Good understanding of waterfall and agile software development.
Demonstrated ability and experience executing projects using agile methodologies.
Experience creating and presenting professional client-facing documentation and demonstrating outstanding negotiation and collaboration facilitation.
Ability and confidence to work in a fast-paced and dynamic environment that requires self-directed initiative.
Proven relevant digital transformation track record including development of business cases for digital transformation projects and being a transformation agent.
Languages

Fluent verbal and written communication in English and one or more languages of the respective geographic region.
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