• VP of Professional Services and Support
• Customer Support Coordinator
• Project Manager
• Software Engineer

Job Description

Argo Systems is growing and in need of a dynamic, customer focused individual to lead the Professional Services and Support teams. The VP of Professional Services and Support will be responsible for deployment, product customizations, project management, and technical support while ensuring customer success. You will be engaged in top-level involvement with our client base that includes the largest media companies in the world. You will be empowered to drive our client implementations with the goal of both maximizing the efficient use of resources and client satisfaction. You will develop and implement standard engagement methodologies, including consulting frameworks, tools and staff development for the on-boarding of customers and their businesses.

We are looking not only for a strategic, innovative thinker, but someone who has proven they can execute, with both excellent leadership and communication skills. Keys to success are your leadership, self-management, client interfacing abilities and excellent communication skills.

What you'll be doing:

• Responsible for P and L for the Professional Services team
• Manage Professional Services and Support departments. This includes:
  • Own the resource planning, cross-company visibility, and profitability model for professional services
  • Set strategic direction for professional services and support
  • Coach Services and Support staff
  • Monitor status of all Medea and Nestor implementations
  • Serve as the escalation point for all projects
  • Ensure success of all projects
• Account Management. This includes:
  • Attend monthly client status calls for key clients and ensure client satisfaction levels are maintained at an acceptable level
  • Act as the point person on key client issues to ensure they are resolved in line with acceptable SLA thresholds
  • Meet with client management in person multiple times per year to understand their strategic direction and ensure that we are meeting their needs
• Manage Process Efficiency
  • Implement standard implementation practices across projects
  • Ensure methodology in place to allow Service team to be scalable

Required Skills

• Bachelors Degree
• 15+ years Professional Services and Consulting, Project Management
• Demonstrated experience developing and implementing professional services best practices.
• Must show a commitment to customer satisfaction
• PMP or project management training
• Technology skills to include – Database management concepts, SQL

Additional Info

• Salary: Salary commensurate with experience
• Location: Atlanta, GA
• Experience: 15+ years in consulting and project management
• Required Travel: Up to 25%

Required Skills and Experience

• Capable of multi-tasking and prioritizing in a fast paced work environment
• Ability to perform basic troubleshooting activities
• Exceptional organizational skills
• Excellent written and verbal communication skills
• Detail oriented
• High comfort level working with technology (SQL/Databases, FTP, Client/Server computing, Outlook)
• Ability to quickly learn new software functionality/products and business concepts
• Cable Industry experience and/or experience providing software support to end users a big plus
• Ability to break down and explain advanced functional/technical concepts to end users

Responsibilities

• Able to work 11-8pm Monday through Friday
• Be the first point of contact on all incoming support requests, including functional questions, technical issues, enhancement requests and bug reports.
• Document incoming issues and their solution in internal Sharepoint database.
• Resolve all low level issues and questions coming in by phone or email.
• Provide guidance and instruction to all clients calling for support
• Responsible for daily clean-up and resolution of all items in the Support Mailbox.
• Enter bugs reports/enhancements requests into Minos database.
• Keep client informed of status on all outstanding enhancement requests and bug reports.
• Gather information on and escalate all level 2 issues to appropriate party as necessary.
• Act as liaison between level 2 support and client on any issues escalated to level 2.
• Manage delivery and tracking of application upgrades and patches to clients.
• Keep upper management informed of any major client relations issues so they may be able to manage relationship appropriately
• Write release notes and other release specific documentation
• Fluency in Spanish preferred, but not required

Job Description

Argo Systems is seeking an Atlanta-based Project Manager to help manage Nestor implementations at cable operators. Nestor is a product that helps cable and satellite operator clients manage their single largest expense - programming fees.

The ideal candidate will possess a keen understanding of consultative and project management best practices. This role will be the primary person responsible for new client implementations and will require a hands-on management style.

The role of the Project Manager is twofold – 1) to ensure that our software is implemented and used successfully at new client locations and 2) to manage client relations with our existing client base. He or she must be able to articulate operational requirements and discuss specific aspects of our software with internal and external parties.

While the Project Manager is the primary customer-facing presence for Argo Systems, he or she will be supported by our engineering, operations and customer support teams for specific roles such as systems integration, functional analysis, etc.

The Project Manager will participate in teams that cross organizational boundaries and will develop strong collaborative working relationships with development teams and managers both internally and at client locations.

Desired Skills & Experience
The ideal candidate will have the following experience:

• 6-9 years of experience preferably at one of the major consultancies such as Accenture, IBM, Deloitte or PwC in a project management role OR have performed this role with one of the software or services firms serving the entertainment industry.
• Knowledge of the industry, accounting knowledge, experience managing or working on technical implementation projects.
• Willingness to get deeply involved in understanding our software and our clients’ needs.
• Good spoken and written communications and presentation skills to executive, business user and technical groups is essential.
• Must have strong project management skills, including demonstrated success in managing complex projects with cross-functional teams.
• Must be a team player with the ability to build solid relationships with individuals at all levels and business functions, both internally and externally.
• Must possess broad problem solving and analytical skills.
• Excellent judgment, decision-making skills, and the ability to work under continual deadline pressure when the situation is ambiguous.
• Strong negotiation skills and conflict management skills.
• 20-25% travel.

Required Skills
The successful candidate will have had experience developing at a software company or a consulting firm dealing with core accounts.

• Demonstrated account management and project management expertise
• Understanding of accounting and technology
• Solid Excel and PowerPoint skills
• Excellent communication and client interfacing skills

A four year college degree is required. The individual must be a strong communicator to technical and non-technical audiences including developers, customers and business analysts. Experience with the Media and Entertainment industry preferred, but not required.

Additional Info

• Location: Atlanta, GA
• Type: Full-time
• Experience: Mid-Senior Level
• Compensation: Salary communsurate with experience, 401k, medical, dental

Job Description

Argo Systems provides software solutions and consulting services to cable operators and networks. Founded in 1995, Argo Systems is a small Atlanta-based company that provides software solutions to the Cable Television industry. We are seeking a Software Engineer to add to the team. With a casual atmosphere, great co-workers, and little micromanagement, Argo Systems is the ideal employer for a motivated candidate looking to further their career in software development!

Responsibilities

• Designing and developing enhancements to our core applications
• Working in a team of developers on larger projects
• Interfacing with Analysts, Testers, and Clients on custom software solutions
• Estimating development tasks
• Understanding and adhering to specific tenants of both the Waterfall and Agile development methodologies.

Qualifications

• BS in Computer Science or a related concentration
• Self-motivated individual who can learn and adapt quickly
• Ability to apply key software engineering concepts such as abstraction, modularity, and design patterns to solve practical business problems
• Knowledge and experience in each step of the Software Development Lifecycle
• Skills in designing and coding in an object-oriented programming language

Ideal candidates will have experience in several of the following:

• 2-3 years of experience developing production ready software applications in Java, ASP.NET, C#, Visual Basic, or similar technologies
• Relational Databases, especially Microsoft SQL Server
• Source Control software, such as TFS

Additional Info

• Location: Atlanta, GA
• Position Type: Full-time
• Desired Class Level(s): Senior, Masters, Alumni
• Salary Level: Competitive base salary, yearly bonus, 401k, medical, dental

Please send your resume and cover letter to:
Argo Systems
2964 Peachtree Road, Suite 400
Atlanta, GA 30305
or send electronically.