Technical Implementation Manager

2 weeks ago

Toronto, Canada Street Context Full time

As a Technical Implementation Manager at Street Context, your job is to manage the end-to-end lifecycle of client implementations. This entails managing the scope, deliverables, and timeline for client implementations, while simultaneously providing oversight and mitigation for risks on both the client and Street Context side.

Client implementations could include, but are not limited to:
*
Implementing an integration between Street Context and the client’s CRM, utilizing bi-direction API sync and exposing RESTful APIs for the client’s technical team to build around
- Consuming SFTP data feeds
- Implementing a programmatic deployment of Street Context

To ensure implementations are successful, you will be expected to support discovery with clients during implementation, distill complex ideas into digestible concepts back to external business sponsors and internally, advocate for both the best interests of the client and Street Context, and deliver excellent customer interactions. You will act as the lynchpin between our clients and our internal teams, as well as the bridge internally between our client-facing teams and our developers, to ensure successful implementations.

Beyond successful implementations, the Technical Implementation Manager must also ensure the ongoing health and success of previously completed implementations. This means maintaining an org-wide understanding of each client’s setup and implementation history, as well as proactively working with our clients to make improvements and keep their past implementations current.

To perform this role successfully, the Technical Implementations Manager must think tactically from client to client. This requires careful evaluation of the implementation's requirements, scope, and outcomes or deliverables. You will need to discuss trade-offs with different approaches, and manage expectations for our clients. Throughout the engagement, you will need to manage risks and work closely with clients and account owners at Street Context to mitigate those risks and deliver a successful outcome for all parties. During implementation and long thereafter, you will be expected to document, communicate, and be the expert on client setups, and details of the implementation.

In the role of Technical Implementation Manager, you will have a unique lens on where our product offering does well and where it needs to improve in our competitive landscape. You will be expected to provide input, feedback, and recommendations as a key stakeholder in our long-term strategy as we continue to evolve our processes and offering.

Throughout all activities and aspects of the client lifecycle, you will be expected to be a resource for expertise on our client’s setups and our integration offering. This means understanding deeply complex and technical concepts and being able to communicate them across stakeholders clearly and accurately. In addition, you will be expected to build relationships both internally and externally to bridge the gap between our clients’ implementation needs and what we can offer.

LI-Hybrid
**Thematic Responsibilities**
- **Define Requirements**: Work with clients to understand their objectives and requirements, get alignment from the business, technology, and internal stakeholders on what is required to complete the implementation.
- **Manage Scope**: Clearly define and communicate what is included in the implementation and manage expectations about what is not included. Ensure we appropriately scope implementations so client needs are met, while not including unnecessary client asks.
- **Manage Risks**: Proactively identify risks and work with stakeholders to raise awareness, manage expectations, and eliminate or mitigate them.
- **Manage Implementation Lifecycle**: Own the coordination and communication of client implementations from beginning to end. Hit key milestones on time without unexpected changes in scope or risk after the fact.
- **Communicate Progress**: Communicate implementation scope and progress constantly and precisely to all stakeholders, escalating when appropriate. Keep a clear written record to ensure a shared understanding of implementation progress and requirements.
- **Respond To Issues**:Be a point of escalation for implementation issues, working with stakeholders to find resolutions, address client concerns, and accept responsibility.
- **Iterate Processes**:Take ownership of client implementation processes, and iterate on them to provide a better experience for our clients and drive results for our business. Own the creation and iteration of internal documentation as our offering evolves.
- **Provide Subject Matter Expertise**:Act as the go-to resource for implementation information, who can clearly and concisely explain the complexities and nuances of implementations and the offerings they leverage, documenting when beneficial.
- **Be A Strategic Stakeholder**:Partner with the product team to provide feedback and insig

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