Digital Cheetah provides cutting edge volunteer and member management solutions to some of the largest not-for-profits in the world. We strive to create an exciting, challenging and rewarding work environment. Join a team of dedicated industry veterans with vast experience on the forefront of technology innovation to build software with a purpose.
In the role of Implementation Manager, you will be working with both external clients and internal team members in a fast-paced environment. You will own the entire life cycle of our deployment process, including managing the team responsible for configuring and deploying our product for new clients, as well as providing support for product enhancements for our existing clients once the system is successfully launched.
You will own the processes for requirements gathering, monitoring project workflow, configuring content for the solution, training, and providing a smooth transition to product support after successful system deployment. You will have exposure to a wide variety of roles, challenges, and technologies, and will have the opportunity to learn best practice skills in an expanding company with numerous possibilities for personal and career advancement.
As Implementation Manager, your primary responsibilities will include:
Cultivate over-arching client relationships and act as escalation for urgent implementation requests
Own the process for requirements and content gathering for new projects
Manage deployment process of both enterprise and single instance implementations with possible occasional on-site visits
Oversee and facilitate client-driven development requests, bug fixes, and enhancements from clients
Review and set priorities for implementation team members
Oversee the process for system configuration of the product for new clients
Ensure testing during the rollout of projects and applications
Own the process for training clients on how to use their solution via phone and web conferencing
Ensure documentation of any enhancement requests or feature ideas that could increase the productivity of the product for the client
Track internal progress of development requests, bug fixes, and enhancements
Provide advice and consulting to client on how to best utilize their Digital Cheetah system
Provide feedback to the internal product team regarding ideas and features to enhance our products and services
Identifying implementation trends and addressing areas to leverage for efficiencies
Improve implementation and deployment quality results by studying, evaluating, and re-designing processes; implementing changes.
Defining procedures for all types of new business inquiries and implementation/deployment, including Enterprise, Multi-Organization and Single Instance
Maintains a central source of information enabling implementation staff and support technicians to efficiently transition the implementation to support, including best practices, internal FAQ/knowledge base/commonly used terms and communication practices
Gather client satisfaction feedback
Regular meetings with senior staff around implementation needs and procedures
Work closely with development manager in an agile development environment including sprint planning and resource allocation
Performs staff scheduling and implementation team resource allocation
Manages the implementation team members including performance evaluations, promotions, hiring and disciplinary responsibilities
Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
Solves problems and makes decisions on a daily basis relative to implementation responsibilities. Ensures that effective implementation representation takes place for the coordination of work processes and projects
Interfaces with associates from all departments, employing a high degree of tact and diplomacy to promote a positive image of the implementation team
Resolves problem situations in a professional manner
Ability to manage multiple high priority initiatives in a fast paced highly technical environment
Remains on-call during off-peak hours to respond to severity level 1 support service issues
Performs other duties and responsibilities as assigned by management
As Implementation Manager, your leadership expectations will include:
Manages the process of innovative change
Maintains competency and enhances professional growth and development
Proactively seeks opportunities to serve in leadership roles
Generates enthusiasm among team members
Proactively promotes team collaboration
Facilitates effective team interaction
Exudes a positive morale to the team
Acknowledges and appreciates each team member's contributions
Challenges others to develop as leaders while serving as a role model
Acts as a mentor to junior team members
Contributes and embraces the process of innovative change
Participates in management team meetings
Experience in an agile environment; employee management; client relationship management; project management; client focus; verbal and written client communication. Must be extremely comfortable managing people and interacting with clients; must have strong problem solving skills. BA/BS or MBA is preferred. 4+ years of prior management experience and client relationship management experience.
Time Frame and Contact:
Full-time position. Position is open for immediate hire.