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Date Added: Wed 26/05/2021

Implementation Manager, North America

Zionsville, IN, US
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Company: RESULTICKS

Job Type: Permanent, FullTime

Job Description

Implementation Manager, North America

Job Location: Major Metro Area, United States

Purpose of The Role

The Implementation Manager has end-to-end responsibility for the deployment of Resulticks' real-time marketing conversation cloud in North America. The IM orchestrates every stage of the system integration process for Resulticks' SaaS solution. This includes management of internal stakeholders and agile product development cycles, plus the client-facing aspects of the deployment cycle. Consisting of Requirements Gathering, QA testing, User Acceptance, Product Launch and ongoing Campaign Management.

The Implementation Manager's mandate is to guarantee an overall standard of excellence for all product deployments. For every project, the IM produces a Solution Design Document. Client objectives are uncovered, agreed upon and documented in this blue print for success. The IM monitors and adjusts project proceedings, ensuring that standard development procedures are followed, deadlines & budgets are met, and client objectives are fulfilled.

Internal Stakeholders:

Data Scientists, Designers, Software Developers, Testing Engineers, Technical Leads

Key Responsibilities:

  • IT professional and Subject Matter Expert regarding Martech SaaS products, system integration procedures and complex work flows
  • Certified PMP and Scrum Master with expertise in planning, organizing and managing projects to meet goals and objectives within budget and without delays.
  • Manage Requirements Gathering, User Acceptance Testing, Training and Product Deployment
  • Support sales teams by conducting product demos for customers, as well as building proposals
  • Serve as technical consultant and implement expert for various clients. Provide technical support and prepare action plans to address identified issues
  • Post-implementation, create, design and implement demand generation campaigns for clients
  • Assist clients with day-to-day process improvements by generating simple solutions to complex problems and by providing metrics reporting
  • Accountable for the overall success of the Resulticks solution within clients' ecosystems. Conduct, review, and respond to customer satisfaction surveys
  • Manage and improve customer relations as reflected in Customer Service Index

Team Management

  • Manage team to deliver on defined performance targets for client management
  • Manage the day-to-day activities of the team including team scheduling; ensure dissemination of process, policies, performance and quality expectations
  • Provide management and professional guidance to team members through regular one-on-one meetings, regular team meetings and monthly account reviews
  • Manage team to ensure adequate account coverage through team schedules and back-ups
  • Responsible for coaching and developing staff to meet or exceed job expectations. Drive the development of the Client Management and / or Online Marketing discipline within the team
  • Coach and mentor team with customer escalations and non-engagement; assist in problem evaluation and resolution; work directly with customers as necessary to resolve escalated issues. Prepare appropriate status reports for delivery to customers and account management.

Pre-Requisites:

  • Experience in end-to-end Implementation
  • 15+ years of total experience with at least 5+ years of success in consultative/complex technical sales and deployment projects (where necessary, managing various stakeholder relationships to get consensus on solution/projects)
  • 5+ years of design, implementation, and/or support of complex application architectures (i.e. having an architectural sense for connecting data sources, data visualization, structured and unstructured data, etc.)
  • Leadership experience on major transformation projects and successful transitions to implementation support teams
  • Experience with troubleshooting complex problems and providing timely solutions
  • Presentation skills with a high degree of comfort with small and large audiences
  • Good experience supporting production applications in cloud (AWS & Azure)
  • Expertise in CRM Suites and Adobe Marketing Automation Cloud
  • Agile Scrum Master Certification
  • PMP Certification

Academic Qualification & Experience Required:

  • Any Computer Science related Bachelor's Degree
  • 15+ years of software Industry experience with programming skills
  • Microsoft .NET certification is mandatory

Must be authorized to work in the United States

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