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Operations/Manufacturing/Customer & Technical Service
190000FG Requisition #
Project Manager                                                                                                REQ# 190000FG
Position Purpose:

The Technical Consultant role will have mixed responsibility of Project Management, Technical account management, conducting technical training and perform system integration work.


The proportion will be as follows:


Project Management (40%)

  • Act as the Project Manager on project basis.  Be responsible independently managing moderate to large scale projects.  The Project Manager performs the accountabilities detailed below and other duties as assigned.

Technical Account Management (25%)

  • Act as Technical Account Manager (TAM) on project basis.  Be responsible for building and maintaining a trusted-advisor relationship with large and complex accounts. As the customer’s trusted-advisor, the TAM consults with the customer, articulating Entrust Datacard technology and product capabilities to business and technical contacts.
  • The TAM is the customer’s advocate within Entrust, representing the customer’s interests as he/she works with Entrust support teams, product management teams, and other stakeholders on the customers behalf.
  • The TAM provides an interface for the customer, ensuring incidents and service requests are addressed, escalated, and resolved in a timely manager. The TAM identifies customer pain points, offers recommendations, and recognizes current and future customer requirements. The TAM plays a vital role in helping customers avoid unplanned outages by providing proactive guidance of changes, best practices, proper use of Entrust technology and products, and recommended configurations.
  • From both a functional and technical perspective, the TAM is Entrust Datacard’s primary focal point and advocate for a customer’s success.

Technical Training (25%) and System Integration (10%)

  • Act as a Technical Trainer and be responsible for delivering technical courses and professional service to internal and external customers.  Training assignments will include providing instruction for both hardware and software products and professional services assignments will include solution testing and deployment.
  • Perform system integration and support on project basis.  Tasks include solution installation, deployment and support of the solution and systems based on the scope defined.
Project Management
  • Develop Project Management Plan to include eight areas (Scope, Time, Cost, Quality, Communication, Risk, Procurement, Human Resources) associated with the overall project management plan.
  • Determine & manage system scope & project objectives, the role and function of each team member, and effectively coordinate the activities of the team in order to achieve the project objectives.
  • Manage changes to project scope, project schedule & project costs  using appropriate verification techniques in order to keep the project plan accurate, updated & reflective of authorized project changes & facilitate customer acceptance.
  • Create the work breakdown structure with the team using appropriate tools & techniques in order to develop the cost, schedule, resource, quality and procurement plans.
  • Obtain project plan approval from the customer in order to formalize the project management approach.
  • Lead & direct the work of others.
  • Ensure a common understanding by setting expectations in accordance with the Project Plan, in order to align stakeholders & team members.
  • Obtain project charter approval from the sponsor & customer (if required) in order to formalize authority, gain commitment & project acceptance.
  • Responsible for all aspects of a project over the entire life cycle (initiate, plan, execute, control, close).
  • Implement approved actions & workarounds required to mitigate project risk events
  • Measure project performance using appropriate tools & techniques in order to monitor the progress of the project, identify and quantify any variances, perform any required corrective actions & communicate to all stakeholders.
  • Execute tasks defined in the project plan in order to achieve the project goals.
  • Record detailed customer requirements, constraints & assumptions with stakeholders in order to establish the project deliverables, using requirement-gathering techniques & the project charter.
  • Prepare reports for upper management regarding status of project.
  • Ensure projects are completed on time & within budget.
  • Rely on limited experience & judgment to plan & accomplish goals.
  • Conduct analysis to determine the successful aspects of the project & opportunities for improvement
  • Lead project debrief meeting with project team to determine what went well and what could have gone better
  • Interface with Account Manager and /or Customer Contact to determine customer satisfaction with project
Technical Management
  • Act as technical resource to assigned accounts, requiring conversational level technical expertise across all Entrust Datacard products and specialized skills in at least one product line.
  • Maintain current functional and technical knowledge of the entire Entrust Datacard product portfolio.
  • Maintain and expand working knowledge of current and pre-released products, as well as their integration and methods of support.
  • Develop deep relationships with the customer, building credibility and confidence to be seen as a trusted advisor.
  • Stay abreast of all strategic customer initiatives, helping to promote the most effective deployment of Entrust technology and products to solve business challenges.
  • Keep the customer informed of new functionality in upcoming product releases and develop a roadmap for successful adoption of the latest enhancements.
  • Analyze design alternatives and recommend best approaches based on knowledge of business requirements.
  • Acts as single point of contact for all support requirements as they pertain to the customer’s environment.
  • Review open incidents, problems and enhancement requests, communicating priority and direction to responsible Entrust teams to ensure necessary visibility, priority and results.
  • Provide technical leadership for the customer’s initiatives. Including troubleshooting issues, identifying solutions and answering technical questions as they arise.
  • Work collaboratively with service and support colleagues to communicate potential process and system changes that might impact their assigned customers.
  • Track and analyze customer issues to identify root cause solutions and drive process improvements
  • Identify and lead continuous improvement activities in support of customer and internal business processes.
  • Provide clear and constructive product feedback to Product Management teams based on customer requirements.
  • Help the customer identify and report on measurable results that demonstrate the efficiencies gained and business challenges overcome utilizing Entrust solutions.
  • Works with customers to define key performance indicators and establish reporting schedule to publish performance on selected metrics.
  • Measure and report on customer satisfaction.

Technical Training & System Integration

  • Instruct participants using an appropriate mix of media and methods including, but not limited to, classroom presentations, skill practice activities, web-conferencing, and multimedia self-study.
  • Maintain existing course curriculum to ensure that materials contain current product information and user and service processes and procedures.
  • Plan, organize, and conduct, training classes following approved training curriculum and adhering to department policies and procedures.
  • Conduct follow up evaluations to determine effectiveness of course materials and delivery.
  • Deploy customized software and hardware solution at customer site.
  • Perform in-house software testing.
  • Perform other duties and/or projects as assigned.

Basic Qualifications:
  • 5+ years’ experience in customer-facing support/consulting position
  • Must have a strong technical background with deep knowledge of Entrust Datacard technology, products and services, e.g. PKI
  • Expert-level knowledge of at least one Entrust Datacard product line
  • Service delivery experience supporting technical products
  • Minimum of 3 years project management experience. 
  • Demonstrated familiarity of project management concepts, practices & procedures
  • Excellent communication (written and verbal) and presentation skill
  • Ability to think critically (internal and external to the company) and take a process view to solve problems and make decisions
  • Ability to influence and build relationships across teams and across all levels of the organization
  • Strong customer orientation and commitment to excellence
  • Ability to obtain an enhanced federal government clearance

Preferred Qualifications:

  • Four year degree (CS or EE preferred)
  • Knowledge of project management tools and techniques, PMP or PRINCE
  • Experience supporting a diverse global client base
  • Experience working on large scale project teams
About Entrust Datacard

Our growing company relies on curious, dedicated and innovative colleagues to anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust Datacard technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers. Each year, our solutions secure billions of transactions — and every day, our technologies issue and manage more than 10 million secure identities. How do we do all of this? Together.

Join us. Together we’ll create solutions for a more connected, mobile and secure life.

For more information, visit www.entrustdatacard.comFollow us on Twitter, YouTube and LinkedIn.


Entrust Datacard encourages applications from all qualified candidates.  Contact if you need accommodation at any stage of the application process or want more information on our accommodation policies.


Entrust Datacard Corporation is an EOE/AA/Veteran/People with Disabilities employer.


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