Manager, Implementation Services
5 months ago
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 high-performing 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 day-to-day 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 post-go 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 cross-functional 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
**C**OMPETENCIES 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 cross-functional 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 problem-solving 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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