Implementation Manager

1 month ago

Markham, Ontario, Canada Jonas Software UK Full time

Job Title: Implementation Manager

Job Summary:

We are seeking a highly skilled Implementation Manager to join our team at Jonas Software UK. As an Implementation Manager, you will be responsible for overseeing the implementation of website projects from initiation to completion. Your primary role will involve ensuring seamless execution of projects, coordinating with clients to understand their requirements, setting project milestones, and managing timelines to ensure on-time delivery.

Key Responsibilities:

  • Regular review of projects and assist team in achieving project objectives
  • Achieve monthly, quarterly, and annual personal and team objectives
  • Keep an ongoing list of high-priority projects within the team and ensure they are progressing
  • Promote and maintain a high-quality, professional, service-oriented company image among clients
  • Facilitate team meetings and meet with team reps once a week to discuss ongoing issues and communicate any necessary information
  • Escalation point for client issues, requiring knowledge of all products procedurally and technically to assist team reps in troubleshooting
  • Onboarding of new team members
  • Mentor team members to assist in growth and career planning (write and deliver performance plans)
  • Update and edit team expectation documents when necessary
  • Regular review of processes
  • Liaison between other Club departments, such as Web Support/Sales/Dev and Club Support/Care/Accounting
  • Review and escalate issues through Jira and EDGE Channels, ensuring the Implementation Team has logged issues and that escalations are being managed appropriately
  • Ensure Team Leads are submitting enhancement requests to development that improve functionality for clients and keep products updated, user-friendly, and aligned with current website trends and features
  • Manage team vacation requests/time off scheduling
  • Facilitate weekly metrics to teams and management
  • Participate in AR meetings

Requirements:

  • Bachelor's degree or college diploma
  • 2+ years of experience managing a team of implementation coordinators or project managers
  • Customer service experience, preferably in the software industry
  • Excellent written and oral communication skills
  • Strong organizational skills with the ability to manage multiple clients/priorities simultaneously
  • Outstanding communication skills (oral and written)
  • Ability to get results in a fast-paced environment
  • Proficient in Microsoft Word, Excel, Outlook, Access, and PowerPoint
  • Comfort in communicating with a range of technical and non-technical stakeholders, as well as the ability to work with individuals from all levels within the organization to drive requirements
  • Approachable with the ability to maintain composure under pressure

About Jonas Software UK:

Jonas Software UK is a leading provider of enterprise management software solutions to various industries. We are committed to delivering high-quality results and maintaining strong client relationships, contributing to the overall success and growth of the company.

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