Implementation Manager - DSSI

Position Summary:

In the Implementation Manager role, you'll be pivotal in onboarding provider and supplier customers, guiding them to maximize platform benefits. You'll collaborate with internal teams on site builds and technical integrations, ensuring a smooth experience through expert project management and consulting skills. Your focus on delivering an exceptional customer experience will help clients reduce costs and establish processes for future success. If you're passionate about customer service and have a strong project management background, this role is a great opportunity to make a lasting impact.

Skills Needed:

• Delivers Results - Seizes new opportunities and tackles challenges head-on with urgency. Takes initiative and consistently hits goals. Zeroes in on key priorities for results. Drives progress through uncertainty and moves others to action.

• Solves Problems - Uses technology and sharp logic to craft inventive solutions to complex issues, digging deep to tackle root causes. Conducts impartial analysis, leaving no stone unturned for comprehensive insights.

• Communicates Effectively - Develops and delivers impactful communications for diverse audiences across channels. Excels in both small and large group interactions. Captures attention, actively listens, and guides discussions towards targeted goals.

• Makes Quality Decisions - Makes swift and sound decisions that propel objectives forward. Hunts for crucial qualitative and quantitative data. Balances thorough analysis with wisdom, experience, and judgment for informed decision-making.

• Proven ability to develop strategies, translate them into initiatives and track successful delivery.

What You'll Do and Impact:

• Ensure an exceptional onboarding experience by guiding customers in leveraging our technologies to drive outcomes and encourage product adoption.

• Lead implementation projects with direct interaction and support for suppliers and provider customers.

• Consult with customers on optimal integration and use of our systems.

• Gather project requirements and business needs to define clear scope; negotiate where needed to secure successful outcomes.

• Develop project plans, outlining objectives, deliverables, schedules, and dependencies.

• Set and manage expectations with stakeholders, provide regular project updates, and identify solutions to address risks and issues.

• Manage project scope and schedule changes, clearly communicating impacts to relevant parties.

• Complete projects within established SLAs and quality standards.

• Troubleshoot and support newly launched implementations.

• Document processes related to new configurations and rollout procedures.

• Drive process improvements in implementation based on customer feedback.

• Collaborate with sales, engineering, suppliers, and customer success teams to fulfill savings commitments.

• Address client escalations with urgency, coordinating internal resources as needed.

• Leverage technology to enhance the customer experience and streamline onboarding processes.

Experience:

• Bachelor's degree in IT or business related field

• 2-3+ years experience in similar or progressive roles

• Proven experience driving successful projects, driving software adoption and leveraging customer success best practices