Implementation Manager

Description

Vector Solutions serves everyday heroes by delivering intelligent software solutions that empower them to make safer, smarter, better decisions. We believe passionately in providing critical knowledge, when, where, and how they need it. Everything we do - from learning to workforce management to risk reduction and beyond - is done to elevate the safety and success of our clients and the communities they serve. Join our mission.

 Vector Solutions is seeking an experienced Implementation Manager with the skills to launch and support customers, while working cross functionally with Vector team members to constantly improve and automate processes that not only benefit our customers, but the success of our team.

As an Implementation Manager, your role is to onboard new customers and manage all aspects of the implementation and onboarding of the new software for new and upgrading customers. This position handles a high volume of high-profile accounts, so an Implementation Manager must have strong customer service and organizational skills as they work directly with clients to determine their unique goals and are set up for success. The Implementation Manager will provide project coordination with the customer and various internal teams to ensure timely and successful delivery of the Vector Solutions’ software.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Be passionate about implementing Vector Solution’s technology to your assigned customers across multiple industries.
• Be a consultative partner to guide configuration and implementation decisions based on the customer's use case and actively assist with platform configurations.
• Lead implementation meetings with customer project managers and stakeholders focused on the implementation of the customer’s desired outcome.
• Ensure customer platforms are correctly configured.
• Design and manage the potentially custom implementation of larger, more complex customers.
• Work towards professional development goals that align with company initiatives
• Support team leadership with team-wide strategies and processes.
• Brief team leadership or any member of the customer operations organization on project status, including any important new developments, defects, and helpful tips related to the product.
• Provide training and mentorship to fellow team members.
• Lead by example and perform duties in a respectful manner.
• Document all customer correspondence and maintain all assigned project plans and ensure compliance to timeframes while collaborating with internal and external stakeholders.
• Participate in departmental meetings and sessions to exchange ideas and continue to develop greater knowledge and skills.
• Assist with co-hosting strategic webinars to educate clients on Vector Solutions features and ultimately promote implementation, utilization, and retention.
• Ability to learn new products and develop technical knowledge.
• Identify, troubleshoot, and resolve a wide range of technical issues.
• Communicate technical issues to non-technical personnel.
• Excellent communication, problem solving, and application support skills.

SUPERVISORY RESPONSIBILITIES

• This position does not have supervisory responsibilities.

Requirements

• Ability to perform in a self-managed environment, including self-organization, time management, goal setting, and prioritization capabilities.
• Excellent interpersonal skills needed to develop strong business relationships with customers.
• Proficient in Office 365 software (Word, Excel, PowerPoint, Outlook, Teams, etc), CRM (Salesforce), and the ability to learn additional software.
• Confidence presenting new ideas to customers and organizational leaders and executives.
• Outstanding customer skills, attention to detail, and expertise in resolving customer issues quickly.
• Excellent communication skills, verbal and written, in addition to presentation skills.
• Strong work ethic.
• Ability to adapt to new and changing conditions, assignments, and deadlines.
• Confidence and skill at delivering appropriate training to customers using a variety of methods and techniques.

EDUCATION AND EXPERIENCE

Required

• Bachelor’s degree in a related field (project management, business, public safety, education); experience may be substituted for degree requirements).
• 2 years in a customer-facing position focusing on relationship management.
• 2 years’ experience troubleshooting web-based software.
• Technical support experience with software as a service preferred (SAAS).

Preferred

• Experience using Salesforce, Atlassian, ChurnZero and other similar software.
• Experience using Amazon S3 Browser and tools.
• Experience working in a high growth SaaS environment.