Implementation Manager
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There are 69 million Americans who live in common interest communities and the FRONTSTEPS team is building powerful solutions to impact these residents and their community leaders. We believe that each member of the FRONTSTEPS family contributes to our end goal: helping our customers, and their communities, become safe, informed, and efficient. FRONTSTEPS was recently ranked in the top 100 Digital Companies in Colorado. Join our team and you'll quickly find out why.
The Implementation Manager is primarily focused on ensuring a smooth and successful implementation for our FRONTSTEPS customers. You will have experience managing a team and understand all aspects of the implementation process in a SaaS environment. In this role you’ll refine existing processes and build new ones to execute and report on an efficient implementation process. Your team members are the trusted advisors to our customers combining project management, configuration, data conversion, training and business expertise to guide our customers through the process of software implementation and achieve customer success.
Job Responsibilities:
Collaborate with departments across the organization to put internal and external best practices in place for client implementations and launches.
Manage and support the on-site implementation team and offshore 3rd party resources to ensure all implementations are progressing within budget and committed timelines. Ensure the implementation team is effectively delivering against daily, weekly, and monthly commitments, actively driving new implementations through process, tools and education.
Assist with reporting on team Key Performance Indicators (KPIs) during weekly business review meetings with executive leadership.
Handle any customer escalations, working across departments to solve problems
Provide technical guidance and leadership to customers to ensure that priorities and directions are aligned with the project goals and customers' needs.
Lead project meetings, both internally and externally with customers to review installation and configuration needs of software.
Work with the Finance organization to ensure project and implementation timelines align with billing expectations.
Troubleshoot software and client requests within project scope.
Skills & Qualifications:
Minimum of 3 years of SaaS implementation management experience required
Bachelor's degree in business or a related field, or equivalent experience and training
Must be able to balance competing priorities and multiple tasks and assess level of urgency of client needs and respond accordingly.
Must have excellent time management skills to balance many tasks and communication pieces constantly.
Must be self-motivated and a self-starter and be able to take limited information and to move projects forward.
Must have a technical mindset and ability to troubleshoot and problem solve technology problems
Project Management experience preferred but not required