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The Implementation Manager is responsible for ensuring that TrueCommerce software implementations are proactively coordinated, planned, managed, and delivered in accordance with company implementation best practices and methodologies. Incumbent must be able to lead, inspire, mentor, and communicate effectively. This position will play a primary role in leading a team, ensuring that TrueCommerce customers receive the highest quality implementation services.
This role will be hybrid if near Columbus, OH or Pittsburgh, PA or otherwise considered a remote opportunity if not within that specific area.
As Manager, Implementations, you will:
- Lead and mentor team members in congruence with TrueCommerce culture and key priorities.
- Inspire team members to achieve their fullest potential through an empowered mindset.
- Develop team plans and objectives aligned with overall business goals.
- Drive team forward through SMART goals focused on current needs of the department with keen eye on customer satisfaction and project outcomes.
- Provide training opportunities for team members to grow as individuals as well as expand skills necessary for evolving needs of the department.
- Evaluate team & project performance, identify areas for improvement, and make data-driven decisions to optimize processes and outcomes.
- Manage Projects
- Partner with project management office (PMO) to ensure projects are adhering to timelines as planned.
- Monitor risks to project success and escalate when necessary.
- Perform adequate project discovery to ensure readiness and allocation of proper resources.
- Partner with PMO for project scheduling based on resource availability, projections, and constraints.
- Drive Customer Experience
- Inspire team to build and maintain strong relationships with clients, managing expectations and addressing concerns throughout the implementation process.
- Lead by example with customer communications, expectations, risk management, and escalation handling
- Ensure project outcomes meet customer needs including adequate testing and high-quality delivery.
- Deliver Best Practices and Continuous Improvement
- Drive continuous improvement within the implementation team, identifying opportunities for process optimization and best practice adoption.
- Collaborate effectively with cross-functional teams, including sales, product development, and support, to ensure alignment and successful delivery of solutions.
- Share lessons learned in all areas (customer escalations, process, projects, etc) with team to stive for constant improvement.
- Identify gaps in process or areas for improvement.
Requirements for Success:
- Prior experience as a supervisor/manager within a software implementation or support environment.
- A minimum of 5+ years client service implementations, business to business, and/or computer support/service experience
- A supply chain or EDI background or an understanding of transaction processing
- Experience with ERP systems such as QuickBooks, Sage, SAP, NetSuite, or Microsoft Dynamics
- Experience in working with customers and projects of varying sizes and complexity; with the ability to interact with key stakeholders and manage customer concerns and escalations.
- Experience working in close partnership with sales teams to provide support closing client deals and managing handoff from sales to implementation
- Experience with managing project schedule and budget; responsibility making sure projects are complete on time and on budget
- Experience with project scheduling tools
- Experience with Microsoft Office and Internet applications
Education:
- Associate or Bachelor's degree required
- Project Management Certificate Preferred
Who is TrueCommerce?
TrueCommerce is a high-performing global supply chain network that provides fully integrated, end-to-end supply chain visibility and management. We’ve empowered some of the biggest brands in the world to improve their supply chain performance: Schneider Electric, DanoneWave, Siemen’s, Ocean Spray, and many more.
Please visit our careers website for additional information.
