About Harvard Business Publishing:
Harvard Business Publishing (HBP) was founded in 1994 as a not-for-profit, wholly-owned subsidiary of Harvard University, reporting into Harvard Business School. Our mission is to improve the practice of management in a changing world. This mission influences how we approach what we do here and what we believe is important.
About Corporate Learning:
Harvard Business Publishing Corporate Learning partners with clients to create world-class leadership development solutions for managers at all levels in global organizations and governments. We leverage the management insight, thought leadership, and expertise of Harvard Business School faculty and Harvard Business Review authors to provide solutions that are relevant to today’s most pressing business challenges. For more than 20 years, we have developed and delivered innovative, technology-enabled solutions that drive meaningful business results.
The Technical Engagement Manager is a key and strategic role in the Asia Pacific Global Delivery organization for HBP – the TEM actively drives and manages the technology evaluation stage of the sales process and supports day to day operations of core customer facing applications. In order to be successful in this role, the TEM must be able to articulate technology, platform requirements and communicate the value of our products to our clients, as well as to Business IT Management, developers, architects, and technical prospective users while being flexible in using language and terminology that is appropriate and understandable for the audience. The key role of the TEM would be to independently lead SSO and Data Feed integrations between HBP and client’s platforms therefore an understanding and experience of having worked on various LMS and LXP is mandatory. In addition, this role supports clients across the region – India, Middle East and Asia to experience working with global clients is appreciated. A successful TEM should also be able to offer day to day technical support to existing clients and HBP’s delivery organization in a manner that is focused on listening, solution finding and flexible. Due to the regions of work, the TEM position will require the incumbent to stretch beyond regular working hours on occasion.
This position would report into Director- Delivery (Asia-Pacific) with a dotted line reporting to Manager-Technical Services. The position will be in India with a preference for the individual to be based out of Delhi/NCR and is a team leader position.
Perform technical discovery with customer prospects and quickly architect / build proposed solutions
Lead conversations on SSO, Data Feed integrations with various clients on different platforms.
Establish & maintain a strong customer relationship throughout the entire cycle, and exude a passion for understanding the needs of the customer while articulating the value of our products and solutions in meeting those needs
Articulate and educate on technical and architectural concepts to a variety of audiences, including developers, architects, IT operations professionals, and senior IT management
Take a consultative role in supporting customers’ evaluation processes, including making architectural recommendations, troubleshooting development/configuration issues, and managing escalation to Support and Engineering
Collect feedback from the field, synthesize, analyze and channel to Product Management and Engineering for product roadmap
Communicate and coordinate with engineering in developing the statement of work
Administrator for all CL applications, including Harvard ManageMentor, SPARK, POV and custom programs for all clients in an assigned territory.
Performs Tier 2 troubleshooting activities on tickets escalated from HBP’s Customer Service department.
10+ years’ experience
Experience in SSO integration, LXP, LMS
Knowledge of browsers, browser plug-ins, firewalls, security settings on corporate networks
Excel under intense production schedule with conflicting demands on time and resources
Self-motivated, detail-oriented, and decisive
Comfort with technology-mediated learning a plus
Familiarity with web development best practices a plus
Strong background in computer software, hardware and networking a plus
Strong project management skills and outstanding communication skills are required, as this position directly interfaces with internal sales staff as well as with clients who have a wide range of comfort with technology
Ability to maintain strict professionalism in all client communication
A demonstrated ability to identify root causes of technical issues as well as to provide solutions under resource and time constraints, and the ability to multi-task and work effectively with cross-functional workgroups are both essential
Extremely strong client interaction and customer management skills
Ability to multi-skill and manage multiple assignments