Job Description:

THE ROLE:

As an Implementation Manager you are responsible for instilling a high level of customer satisfaction as the first point of contact for new clients purchasing implementation services. Your main goal is to create and manage the execution of project work plans, revising as appropriate to meet changing needs and requirements. You must have sharp analysis, problem determination, and troubleshooting skills. You should possess broad experience in handling difficult or sensitive situations, in a professional, timely, and thorough manner. You should be a self-starter and highly-motivated to provide excellent customer service.

RESPONSIBILITIES:

- Client Facing:

8 years of Experience into client interaction (onsite experience).

Main Point of contact for customer Recruiting, HR, and other internal functions ~Participate in the implementation design, setup, and review processes

Understand overall client strategic intent and direction and deliver SOWs for implementation services

Develop implementation schedule and resource allocation plan

Prepare detailed project plans project management software.

Manage overall customer relationship and satisfaction during all phases of the implementation process.

Experience from consulting firm would be preferable.

- Internal Facing:

Prepare weekly status reports that detail progress and outstanding tasks. Provide support to client meetings by leveraging in-depth system capabilities

Work with Client Services Managers to ensure internal processes and client-facing documents are current and in support of corporate goals.

Verify BA's are upholding internal processes to ensure consistent operations

Identify and bring in resources as required for quick response to client issues raised during the implementation phase

Document vital client communications

Provide pre-sales advice to the sales team when required.

- Time Allocation / Prioritization:

Prioritize client issues, activities, on-going deployments

Develop and coordinate all implementation schedules and resource allocation across all product implementation teams.

MINIMUM QUALIFICATIONS:

- College Degree Preferred (B. Tech, MCA, M.Tech + Top Schools).

- Equivalent education and experience may be considered.

- Project Implementation - CRM/ERP knowledge must.

- Excellent analytical skills (including Microsoft Excel) and attention to detail.

- PMP certificated.

DESIRED SKILLS AND EXPERIENCE:

- Knowledge of ERP/ SAP/CRM is must.

- Experience analyzing business requirements and translating them into solutions

- Minimum 8 years previous experience in an external client-facing implementation role including 4 years people management experience. Overall experience excludes experience on Government projects.

- Software Models (Waterfall, Agile, SDLC)

- Experience with producing/maintaining detailed project plans

- Experience of team handling (30 FTE - indirectly reporting and TLs - directly reporting)

- Ability to maintain load of 20+ clients in implementation process

- Strong oral and written business communication skills

- Ability to prioritize issues /escalations

- Quick analysis, troubleshooting and problem resolution skills

- Highly organized with exceptional follow through.

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