Implementation Manager

Careers at Direct

Description

At a high level, the Implementation Manager ("IM") will be responsible for managing successful client off-boarding, on-boarding and implementation for new Direct® clients coming in through the sales pipeline. This is a highly visible role that requires excellent client-facing communication, documentation, organization and technical skills.

Our implementation process should reaffirm why our clients chose Direct® in the first place, and provide them with immediate value. The HOI will be setting the tone to ensure strong product adoption, and will be a vital part of our explosive growth.

Responsibilities

• Own customer relationships from completed sale through successful “go-live” date
• Lead the implementation process for new customers including project scope definition, project plan development, project resources and project timeline
• Providing effective consultation to customers and guidance to internal team members on implementation goals and objectives
• Deliver regular client on-boarding training sessions via Google Hangouts or preferred web conference platform
• Ability to multitask - managing multiple accounts and priorities at once
• Follow-up in a timely manner on all customer questions via phone and email
• Assist in determining and monitoring the key performance indicators (KPIs) involved with
  the implementation process
• Deploy on-boarding-specific surveys to get our customers’ impression of the product, as
  well as to obtain their feedback and suggestions on the on-boarding process and where
  we can make improvements to enhance it
• Recommend implementation strategies for improvement based on current processes
  and past experience
• Carry out, on a day-to-day basis, policies, procedures and project deliverables, and work
  efficiently to ensure goals are delivered/met
• Become a Subject Matter Expert (SME) by demonstrating a deep understanding of
  our product, market differentiation, industry trends and how they impact our clients and their needs
• Communicate thoughtfully and effectively with customers and advocate for
  them throughout the entire on-boarding/implementation process
• Proactively surface, coordinate and drive new ideas to improve on-boarding processes
• Efficient time management skills
• Passionate about client success
  
  

Requirements

• Proven work experience as an Implementation Manager, Customer Success Manager, or similar role
• Experience working with brand image and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate to the use of the product or service 
• Accountability and personal organization are essential
• Experience in managing a diverse group and training each according to company standards
• A communications or marketing degree is preferred

Benefits and Perks

• Health Insurance​: Get peace of mind with best in class medical insurance through with Blue Cross Blue Shield, and dental and vision insurance through EMI Health
• 401K​: Save for retirement while lowering your taxable income by contributing on a pre-tax basis - smaller tax bite on your annual salary in the short-term, and extra security in the long-run as your investments grow tax-free until you’re ready to retire
• Paid Time Off​: In addition to several planned and unplanned paid days off for holidays, we also provide 24 PTO days annually with an allotment to rollover unused days
• Stock Options: Every team member at Direct has earned stock options, and if you work hard, you'll also have skin in the game as we work towards exciting goals

Interested in the role? Send your resume to jobs@directsoftware.com, and we'll be in touch!