Implementation Manager II - C1 Advanced

Descripción de la oferta

The Implementation Manager II is responsible for the successful completion of complex project engagements for new and existing customers.  The Implementation Manager II works closely with Sales, Operations, and the customer to coordinate and execute the implementation of major projects globally.  The Implementation Manager II is responsible for planning, monitoring and executing successful projects, as well as, engaging Account Services during the project and transitioning the customer to the appropriate account support team at project completion. It is expected that an Implementation Manager II is able to independently design and lead projects across multiple service lines with varying degrees of complexity.Responsibilities:
Essential Job Functions:
Plan, lead, and execute projects independently, ensuring successful customer transition to the account support team.
Set realistic expectations, develop implementation strategies, and create detailed support plans.
Develop internal and external workflows, training documents, and materials across service lines or non-standard projects with guidance from SMEs and Implementation Process Manager.
Analyze and implement risk mitigation plans, track and resolve project issues, and escalate to senior management as needed.
Support multiple complex global projects, delegating tasks to leverage expertise.
Mentor team members within the Customer Implementation team.
Advise management on navigating internal and external resources to align project strategy.
Serve as the primary customer contact throughout the project.
Ensure the accuracy of initial invoice cycles and address customer concerns promptly.
Manage internal project teams to execute tasks and meet customer expectations.
Develop and manage status reports, meeting notes, and action item logs.
Lead internal and external meetings to ensure open communication and track project progress.
Utilize reporting tools to measure and communicate progress, quality, and compliance.
Assist customers in creating internal communications to train their user community.
Identify potential product and service opportunities during the project.
Liaise with districts/divisions to ensure resource availability and resolve operational issues.
Support the training of field operations to implement and service customer project needs.
Customer Experience
Responsible for creating a positive first impression and building customer relationships.
Continuously improve the customer experience to foster loyalty.
Listen actively to understand customer needs and provide solutions.
Show empathy while resolving issues and understanding customer feelings.
Adapt to new challenges to ensure a consistent, positive experience.
Key Skills, Requirements, and Competencies:
English: C1 Advanced
Proven experience in customer-facing roles, with strong written and verbal communication, interpersonal, and analytical skills.
Ability to multitask and prioritize in a complex environment.
Excellent customer service and organizational skills.
Detail-oriented with proficiency in Excel, GSuite, SKP; Smartsheet a plus.
Ability to travel 50-75% of the time based on project needs.

Requerimientos

• Educación mínima: Universidad / Carrera Profesional
• Idiomas: Inglés

Palabras clave: lider, jefe, gerente, manager, director, chief, lead, jefatura, regente

Hace 7 días (actualizada)