Manager, Implementation Services

2 weeks ago

Ottawa, Ontario, Canada Multiview Corporation Full time

Reporting to the Vice President-Client Success, the
Manager,
Implementation Services, will be responsible for coaching, managing, and leading the Implementation team members in their efforts to deliver on time and on-budget implementation services, with the added goal of clients reporting high confidence levels at go live.


The responsibility will include, but not limited to:

  • Providing guidance and mentorship to implementation team members around delivering effective onboarding solutions, project management best practices, and client accountability.
  • Being a steward of our client onboarding experience, helping to promote and guide refinement of our services and processes for continuous growth. Expressing a strong commitment to contributing and promoting Multiview's team culture and organizational values.

WHAT WE ARE LOOKING FOR:

At Multiview, we are client obsessed.

Being tech-savvy with great communication and problem-solving skills are really important, but equally so are having a passion for driving client success and the desire to be a contributing member of our culture, where the genuine care of people is our compass.

If this sounds like you, read on

WHAT YOU WILL DO:

  • Be a motivational and supportive leader to our team of highperforming Professional Services team members
  • Provide guidance and mentorship to Professional Services team members delivering effective onboarding solutions, project management best practices, and client accountability
  • Manage the staff's daytoday activities to meet our client's expectations and to ensure organizational goal alignment within the department
  • Effectively manage team resources against client demand needs including the delegation of tasks to functions leads
  • Build, refine, and maintain scalable processes to augment implementation scores and drive client confidence throughout the onboarding experience and postgo live, creating a referenceable onboarding experience
  • Advocate for our clients through their onboarding on their journey to End Month End
  • Identify implementation processes and program gaps to define and recommend improved strategies for high client onboarding adoption and early time to value
  • Provide crossfunctional input to enhance the product, process, and overall client experience
  • Collaborate on implementation initiatives with functional leads by setting clear goals and expectations, while also providing direct feedback as needed
  • Effectively manage implementation schedules and project progressions, in addition to submitting accurate productivity reports
  • Report on Key Performance Indicators (Satisfaction, Productivity and Accountability)
  • Confidently define, execute, and own response plans to escalated client onboarding issues with the appropriate involvement of executive sponsors
  • Develop and maintain strong relationships with internal and external stakeholder groups via open and effective communication channels to build trust and rapport
  • Foster a collaborative work environment in alignment with Multiview values
  • Demonstrate Multiview's core values, building and advancing the reputation of the company and its clients

_ Key Relationships:
_

  • Vice President-Client Success
  • Implementation team
  • Multiview clients

_ Work Environment:
_

  • Work independently with mínimal supervision
  • Extensive collaboration with team members and other departments
  • Remote work option

COMPETENCIES PORTFOLIO**:

-
Customer Service
  • This role influences 100% of clients who purchase Multiview Financial Software. Understanding how to derive expected outcomes and offer best practice recommendations to achieve those outcomes with Multiview is vital to this role

-
Leadership
  • Effectively coach, provide formal feedback, and guidance, and work with various team members both internally and externally via strong communication skills. Develop and maintain a superior team of individuals who are driven by the genuine care of people

-
Teamwork
  • Collaborate with crossfunctional teams to effectively address the needs of each team while always maintaining the client's outcomes as the driver

-
Problem-solving
  • Proactive in anticipating and resolving problems. Strong analytical and problemsolving skills

-
Organization
  • Ability to handle multiple activities simultaneously, effectively prioritize initiatives to meet deadlines and commitments, and achieve operational excellence

-
Initiative
  • Seek, own and complete tasks using own initiative; work independently with little supervision; have a strong bias to action

KNOWLEDGE, EXPERIENCE, AND SKILLS REQUIREMENTS:

  • University degree or college diploma in Accounting, Business, or relevant experience
-
Managerial Level:5-10 years** of experience in Implementation Services or people management experience

  • Ability to coach, manage, and motivate direct reports and maximize the available tools in a remote/hybrid work environment
  • Prior exper

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