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Senior Implementation Manager
Location
Illinois
Posted
43 days ago
Salary
$75K - $90K / year
Seniority
Senior
Job Description
Senior Implementation Manager
HALO Branded Solutions
• Oversees the implementation & roll out of the customer’s employee recognition solution and change ensuring that appropriate timeliness and quality standards are met, with a focus on new launches for top/high profile customers & sensitive accounts, complex global implementations and highly complex program changes. • Provide clear, timely status updates to customers and internal stakeholders while proactively tracking and managing issues and risks that could impact project success. • Strategize with customers to develop employee recognition & incentive initiatives; recommend solutions based on the customer’s goals, strategies, business requirements, and HALO/industry best practices. • Defines implementation schedules and lead customer-facing discussions from kickoff through launch to recommend, gather, and document program initiatives and scope requirements. • Develop and maintain deep expertise in how the technology platform delivers agreed-upon program requirements. • Present program concepts and examples by creating scenarios in a test environment and/or developing customer-facing presentations. • Communicate customer expectations and project requirements to cross-functional teams, including account management, sourcing, and data teams. • Review and understand customer Master Service Agreements and SOWs to identify out-of-scope requests and address them diplomatically. • Create internal and customer-facing documentation, including Confluence reference materials, requirement spreadsheets, process flow charts, and program overview documents. • Use creative, visual means to translate the functionality of the technology platform to the needs and nomenclature of the customer. • Create high-level test plans and execute test cases within an implementation. • Maintain accurate and up-to-date cases in Salesforce, ensuring all project activities, client interactions, and implementation milestones are properly documented. • Adjust approach, communication style and tools based on lessons learned. • Maintains intricate master files of customer information in proprietary technology. • Oversees and QAs work products and deliverables. • Process change cases for already-live clients, ensuring updates are accurately assessed, documented and implemented. • Leverages lessons learned from implementations to identify and oversee improvements to internal processes and procedures. • Mentor, coach and guide other Implementation Managers. • Supports Manager of Implementation with special projects as needed.
Job Requirements
- 5+ years in customer-facing, implementation management experience working in a software/technical field focused on creating solutions in a customer-facing role, preferably engaging with Human Resources, Employee Recognition and Incentive and/or Purchasing
- Bachelor’s Degree required
- Experience working remotely and with remote teams.
- Expert knowledge of standard project management methodologies, approaches, and deliverables.
- Exceptional customer-facing and customer-management skills, with the ability to engage effectively at all levels.
- Proven leadership ability with strong judgment and decision-making skills.
- Highly diligent with exceptional attention to detail.
- Strong proficiency in MS Office applications (Excel, Word, PowerPoint) and Smartsheet, with the ability to build, manage, and optimize project tracking sheets, workflows, and dashboards.
- Outstanding time and task management skills, with the ability to manage multiple implementations, changes, and competing priorities simultaneously.
- Strong process-improvement aptitude, including the ability to break down business processes, identify bottlenecks, and implement effective solutions.
- Excellent oral and written communication skills, with the ability to clearly and concisely summarize complex issues.
- Ability to define, refine, and champion implementation methodologies.
- Creative, “out-of-the-box” thinker who can deliver customer-focused solutions within system boundaries.
Benefits
- nationwide coverage for Medical, Dental, Vision, Life, and Disability insurance
- additional Voluntary Benefits
- 401(k) Retirement Savings Plan
- Health Savings Accounts (HSA)
- Flexible Spending Accounts (FSA)
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