Manager, Implementation Services

Manager, Implementation Services  
Full-Time Position 

Miami,FL

Overview   

  Join our professional services team implementing cutting edge technology across our IT Complete solutions suite to be based in our Miami, FL headquarters office. The Manager, Implementation Services will be responsible for the effective implementation of all customer-facing projects, leading a team of multi-functional consultants, as well as leading other departmental initiatives to enhance the customer journey. 

  If you are an overachiever passionate about the customer experience who thrives in a fast-paced environment, we want to speak with you. 

Skills & Qualifications 

• Assist with sales opportunities that will involve meetings, SOW creation and RFP responses 
• Strong attention to detail with data-focused mindset 
• Excellent organization and time management skills 
• Understanding of the Project Management Institute (PMI) framework 
• Strong leadership, diplomatic and motivational skills, including the ability to lead up, across, and down multiple business and technology organizations 
• Effective resource planning and risk management skills 
• Excellent communication, interpersonal and writing skills 
• Demonstrate sound judgment, problem-solving, and decision-making skills. 
• Anticipate and understand the impact of decisions on customer success. 
• Self-motivated, decisive, with the ability to adapt to change and competing demands. 
• Business Analyst skills 
• Customer relationship management focus 

Required Experience 

• 4+ years of experience managing project consulting teams within a cross-functional matrix environment 
• High-Volume Project Delivery experience 
• Strong background in Software Implementation 
• Salesforce experience 

Preferred Experience 

• Bachelor’s degree or higher; minor or advanced degree in business/STEM or equivalent experience 
• 4+ years managing customer-facing project delivery 
• Advanced Microsoft Excel skills like pivot tables, reporting, macros and VBA 
• Managerial experience in deploying software solutions a plus 
• Experience with emerging cloud, hosting and web technologies. 

Responsibilities 

• Oversee resource schedules and coordinate updates to maximize productivity and revenue capture. 
• Participate in establishing practices, templates, policies, tools and partnerships to expand and mature these capabilities for the organization 
• Lead effective project discovery by thoroughly analyzing customer needs, timelines, and business requirements. 
• Understand the context of the customer and align projects, software tools and implementation to their requirements 
• Manage a portfolio of complex initiatives that span multiple lines of business  
• Work creatively and analytically in a problem-solving environment demonstrating teamwork, innovation, and excellence 
• Create and maintain documentation, including business, system, and functional requirements, process flows, status reports, and configuration worksheets. 
• Participates in cross-functional teams to explore process improvement initiatives, measure results, and refine processes to achieve business objectives 
• Lead customers, plan projects and tasks, assign effort, assign hours, monitor and report on key project KPIs to stakeholders internal and external. 
• Complete projects and assignments on-time and within budget, while ensuring high levels of customer satisfaction. 
• Achieve internal KPIs for utilization, CSAT, EHR (effective hourly rate), schedule, quality, and overrun.  
• Initiate and maintain strong working relationships with customers and serve as a reliable and trusted adviser. 
• Other duties as assigned