Manager, Implementation Services
3 days ago
**LBMX is growing again...**
We are seeking a Manager, Implementation Services
LBMX is a dynamic and growing software solutions company with an international perspective, located in London, Ontario. LBMX is the leading private marketplace provider for Buying Groups and Purchasing Co-operatives. These marketplaces are designed to electronically connect the members of buying groups with their supplier partners.
As we continue our growth trajectory, we are seeking a dynamic, passionate, and driven individual to join our team as a Manager of Implementation Services.
Come and help us make LBMX a better company and an even better place to work
**Position Description**:
As the Manager, Implementation Services, you understand client advocacy. Although you will be responsible for the successful delivery of the LBMX platform, your main role will be leading the team with a strategic and growth mindset.
LBMX is looking for a professional manager to examine our onboarding and project implementation processes and redesign them as needed. You will ensure that your team and their processes (training, onboarding etc.) are customer ready to ensure our continued manageable growth. Scalability and effective processes are key
You will also be responsible for mentoring and coaching the Implementation team members to deliver on-time and on-budget implementation services. This will assist us in achieving our goal of high customer confidence in our solutions when they go into production.
Be a leader in the organization around project management standards, including both client and facing internal understanding:
- Stay current on project/ onboarding evolution, standards, and best practices
- Look for opportunities for increased project efficiencies within the department
- Analyze and review patterns of risk and friction within the project implementation process to identify issues that can be resolved with training, communication, or better process
Manage and guide the Implementation Team to produce best in class results:
- Work with the team to ensure projects are being created and delivered with a high level of excellence
- Review and manage project backlog to ensure services are being correctly scheduled and prioritized
- Work closely with Project Managers to ensure that status updates and progress for projects are completed accurately and on time
- Ensure that post-project reviews are completed quickly, with clear accountabilities for action items to make the next project more successful
- Ensure documentation is accurate and complete for all changes and updates
**Responsibilities**
- Proactively focuses on improving processes and communicating issues.
- Create new standard operating procedures (and related documentation) that can be used to further advance our operational understanding and autonomy.
- Drives multiple concurrent client implementations ensuring they are complete within forecasted time frames and budget.
- Responsible for the success of your team’s client implementations and ultimate client satisfaction
- Manage any high visibility, complicated, or other projects as assigned
- Act as an escalation point for critical client issues, communicate, and manage communication with clients as needed
- Works closely with your team (Implementation), Customer Support, and the Solution Engineering team to ensure a smooth hand-off from implementation to after-care support
- Build a culture of continuous improvement and high performance via feedback, coaching and staff development
**Requirements**:
**Need to Have**
- 3+ years relevant team lead, management, or leadership experience
- 2-3+ years experience in project management, software delivery or customer success
- Strong interpersonal skills, able to build effective working relationships, solicit co-operation and resolve conflicts with a variety of stakeholders both internally and externally
- Excellent training and presentation skills
- Experience in project management, customer success or account management
- Exceptional client service mentality
- Team player with excellent communication skills
- Experience in developing processes and training documents
- Ability to explain products, features and functionality with technical accuracy and simplicity
- Ability to travel when needed 5-10% to visit clients or attend conferences
**Nice to Have**
- PMP certification could be an asset
- Experience in a SaaS organization
**The Perks of Working with us**
- Competitive salary and benefits including a health spending account and employee assistance program
- 3 weeks vacation to start with additional paid “LBMX holidays” throughout the year
- Company matched GRSP contributions
- Education subsidies for job related courses
- Maternity/Parental and Compassionate Care Leave Top Up Program
- Flexible work options
- Quarterly company wide outings (golf, baseball games, laser tag, tail gating, etc.)
- A healthy work/life balance
- Flexible Summer Hours
- $500 Staples
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