Implementation Manager

Summary

We are currently seeking an Implementation Manager with a strong technical background and excellent communication and account management skills. You will be the key point of contact for handling new client implementations and ensuring program deliverables meet implementation deadlines. As an Implementation Manager you will serve as the liaison between the client and our software development and operations teams. You must be able to effectively communicate to all parties on the client’s behalf concerning technical and/or business related matters.

Responsibilities

• Gather and formulate new client product specifications for development team.
• Work with developers to create implementation plans and timelines to meet client expectations and contract requirements.
• Manage multiple projects simultaneously and report back to clients and senior management on progress of all deliverables.
• Troubleshoot technical issues while delivering the highest level of customer satisfaction. If applicable, resolve issues before escalation to upper management and development team.
• Perform Account Management duties including customized support, account reviews, on-site visits (when necessary) etc.
• Collect client feedback and new feature requests and communicate with upper management and development team to contribute to strategic development of product roadmap

Requirements

• Exceptional customer and project management skills with the ability to multi-task, ensuring customer satisfaction and retention.
• Prior experience in a client-facing role.
• Ability to quickly absorb complex technical concepts and effectively communicate them to a non-technical audience.
• Demonstrated creative problem-solving approach and strong analytical skills.
• Ability to work under pressure and strict deadlines.
• Strong organizational skills and experience using PM software.
• Comfortable working with an offshore team, at times after hours to meet client deadlines.
• Ability to travel to clients as necessary.
• Experience in large scale project implementations.
• Knowledge of Microsoft Office—Word, Excel, Outlook, and PowerPoint

Preferred Skills

• Knowledge of relational database and web technology including basic programming experience (HTML/SQL).
• Passion for technology and sharp business savvy.
• Experience with software development cycles and IT ticket tracking software.

Please include your resume, cover letter and salary expectations