Cengage Learning Director- Technology Solutions Partner in Boston, Massachusetts

Overview

The Business Technology Partner acts as liaison between Technology Services and its internal business customers, driving innovation while identifying and championing the overall domestic and global technology needs of his/her internal customer groups. The Business Technology Partner will be versed in the particular internal business they support and how Technology Services support their goals. This individual is an advocate for his/her assigned business customer(s) and serves as the “Face” of Technology Services, responsible for managing the majority of communications and issues that occur. The Business Technology Partner will work closely with multiple constituents across Technology Services to ensure work is properly processed and delivered. Adds value resulting from a strong business acumen, combined with a broad knowledge of Technology Services capabilities, and the ability to understand, influence and prioritize customer needs; aligning delivery with resources within Technology Services.

Responsibilities

Essential Duties & Responsibilities:

  • Identifies and prioritizes the needs of the internal customers and manages customer expectations

  • Communicates the capacity of services and sets proper expectations to help achieve desired business outcomes and customer satisfaction

  • Articulates the value of services and products to the customers

  • Understands and participates in business strategy development & helps to form direction

  • Ensures strategy-driven business proposition and critical drivers for success to Technology Services

  • Influences customer priorities to align with 2020 technology strategy

  • Builds strong relationships between the customer group and Technology Services and continually communicates potential and future changes in services

  • Develops subject matter expertise for the customer groups

  • Consults with the customer about current and emerging business and technology needs

  • Collaborates with other BTPs to identify synergies in addressing business opportunities.

  • Creates performance metrics to evaluate customer satisfaction

  • Collaborates with business unit leaders to create business case

Performance Metrics:

  • Customer satisfaction surveys

  • Net Promoter Score

  • Product Profitability

  • Project portfolio management

  • IT Performance Scorecard; measure success of project execution

  • Performance vs. Business Case objectives

Qualifications

Knowledge/Skills/Experience:

Basic (Required)

  • Experience in managing all aspects of the product lifecycle for digital/software products

  • Experience working directly with Business Unit GM’s and ensuring technology alignment to execute strategic goals

  • Strong grounding in data-driven management and experience developing business-appropriate KPI’s

  • Understands the business at the enterprise level, how functions connect, and is abreast of conditions impacting the business

  • Has the perspective of the internal customer group as well as an understanding of their external consumers, understands their needs and partners effectively to meet those needs

  • Communicates effectively with well-organized thoughts and relevant information tailoring messages to the customer

  • Experienced with business case creation and validation

  • Clearly understands the Technology Services delivery model, processes and the capabilities to continually drive improvements

  • Has excellent verbal and written communication skills and strong consultation skills

  • Has strong influencing skills

  • Has strong creative problem solving skills

  • Is able to identify needs and potential solutions based on the nature of business or workflow problems or challenges

  • Has prior experience in a role or position responsible for program/project management in a technical environment

  • Earned a Bachelor’s degree in Computer Science or related field, or equivalent combination of education and recent, relevant work experience

  • Has experience in a technology/IT leadership role

  • Is adept at identifying, prioritizing and articulating needs and requirements to meet those needs

  • Is customer focused and has a strong service and solutions orientation

  • Has experience in a business analyst role or in a role with responsibility for assessing business needs and technical gathering requirements to meeting those needs

Preferred

Experience supporting business units in one or more of the following functional areas would be valuable:

  • Experience as a Product Manager developing technology roadmap

  • Experience in high-tech product teams

  • Partners with Business Unit leadership to align strategy with technology roadmap

  • Partners with Strategy leadership to align technology roadmap

  • Experience with foundational business management metrics and financial practices

  • Experience with Sales and Marketing in a digital technology company

  • Strong account and client management experience

  • MBA Preferred

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Job Locations US-MA-Boston

Posted Date 3 months ago

Requisition ID 2017-3307

Job Function Information Technology