Manager - Implementation Services - Major/National Accounts

We have an opening for Implementation Services Manager-Major/National Accounts, Bangalore.

Exp : 10 yrs

Location : Bangalore

Position : Implementation Services Manager-Major/National Accounts

JD :

- Lead, motivate and drive a team of implementation resources to meet aggressive implementation schedules while ensuring client satisfaction and department revenue goals are achieved.

- Provide overall leadership for team's projects - act as point of escalation and resource for addressing barriers to successful implementations.

- Monitor all newly assigned clients to ensure kick-off process has initiated.

- Monitor and manage client backlog - assess risk and apply needed actions to keep projects moving forward.

- Track and publish key metrics related to area of responsibility: starts, forecasted starts and summary reports for direct reports outlining progression against key metrics/objectives, client feedback and opportunities for improvement.

- Develop and maintain expertise around the implementation process and all dependent functions/systems/organizations: order booking, Appian, HMC, CRM, Oracle, Accounting, Client Services, Development, Hosting Operations, IT and Sales.

- Develop, nurture and foster effective working relationships with key internal cross-functional team members tied to dependent functions, systems and organizations.

- Drive visibility and resolution of issues preventing successful completion of the implementation process.

- On-going coaching, training, development and recognition of direct reports.

- Serve as initial escalation point for inquiries on all active and inactive implementations originating from clients, partners or cross-functional teams.

- Assess and implement process improvements to further increase efficiencies, productivity, communications and implementation success rates.

- Provide weekly, monthly and/or ad-hoc reports as needed by management, partners or cross-functional teams.

- Document details in situations where clients do not complete implementation; develop reporting and recommendations to management.

- Escalate critical issues to management and/or cross-functional teams (Customer Service, Development, Hosting Operations, Finance, Product Marketing, Sales) in a timely manner.

- Review implementation survey results to identify opportunities for improvement or follow-up with clients.

- Provide expertise and support during the sales process as needed.

- Provide expertise and support to management and cross-functional initiatives as needed.

- When necessary, assist in implementing client accounts

Qualifications :

Education, Experience & Training required :

- Four-year degree.

- Minimum of four years experience in implementation/consulting/project management.

- Previous experience leading teams, particularly remote employees, preferred.

- Previous experience implementing financial or hosted applications required - direct experience with Concur hosted services highly preferred.

For the right candidate compensation is flexible.

Madhu
T : +91 7660000711