The Role
The Implementation Manager will have direct accountability for the overall success of the implementation of the customer product. They will also be key in the development of best practices in usage of our platform. To be successful, you’ll need to manage and coordinate cross-functional resources to deliver against the Statement of Work or Customer Enhancement Plan.
What you’ll be doing:
· Play a key role in managing the customer relationship. Work closely with customers to maintain or strengthen open communication.
· Review and analyze project scope and manage customer expectations.
· Prepare detailed timelines and customer-facing/internal status reports.
· Identify risks/issues and escalate to the necessary and appropriate team members and stakeholders
· Serve as the main point of contact and subject matter expert for system setup and troubleshooting.
· Work closely with the customer and 3rd party vendors to set up and validate integrations.
· Travel as required to build/maintain customer satisfaction and relationship and facilitate implementation activities.
· Monitor and measure customer satisfaction on an ongoing basis.
· Passionate about building great products, innovation and solving complex customer problems.
· Will thrive in team culture: Has a growth mindset, resilient, adaptable and curious.
· Meet KPIs for each project on efficiency, scope adherence, and time to value.
What we are looking for:
· 2+ years of experience with software professional services (SaaS preferred), including proven ability to effectively interact with both technical and non-technical customers alike.
· Experience working collaboratively with internal cross-functional teams to develop strategies that meet business goals within budget, time and scope.
· Experience in customer relationship management to effectively manage communications conflicts, negotiations, identify operational issues/risks, recommend and implement strategies to resolve problems.
· Experience in project planning, resource planning and scheduling.
· Experience with recognized implementation management methodologies including; work breakdown structures, risk/issue management, resource loading, project monitoring, project controlling and quality assurance.
· Excellent presentation skills with technical, non-technical end-user and executive audiences.
· Strong verbal and written communication skills.
· Knowledge and experience with enterprise web applications.
· Experience with Microsoft Office (Project, Word, Excel, PowerPoint).
Compensation/Benefits: The anticipated base salary range for this role is $95,000 - $105,000 annually. Final total compensation offered is dependent upon the selected individual's qualifications and experience. The role is also eligible for variable pay based on customer and company metrics. As an employee of the company, you will be eligible to participate in the Employee Stock Option Plan. Total Expert offers a competitive range of benefits including Medical, Dental, Vision, HSA (Health Savings Account), FSA (Flexible Spending Accounts), company paid Life Insurance, Short-Term Disability, Long-Term Disability, Flexible Time-Off (FTO), Paid Parental Leave, and 401(k) with employer match.
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
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The Company
What We Do
Total Expert delivers purpose-built CRM and data-driven customer engagement solutions for more than 175 modern financial institutions. The Total Experience Platform unifies data, marketing, sales, and compliance solutions to provide a cohesive experience across the customer lifecycle. Total Expert turns customer insights into actions to increase loyalty and drive growth for banks, lenders, credit unions, and other financial services firms.
