Implementation Manager
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Job Description
Implementation Manager at Transcard managing client relationships and onboarding for comprehensive payment solutions. Ensuring successful delivery and collaboration across teams for optimal client satisfaction.
Responsibilities:
- Support business growth by managing strategic client implementations and delivery as set forth by the senior leadership team.
- Creating and managing detailed project plans, including defining necessary work packages, responsibilities, and key milestones.
- Coordinate people and processes to ensure that projects are delivered on time and produce the desired results. Point of contact for everything involving a project’s organization and timeline.
- Facilitate and lead client project kick-off, along with managing effective email and conference call communication with Client, Account Managers, Sales Team and Implementation Analyst throughout duration of project.
- Meet with clients/vendor/partners/internal stakeholders to gather and clarify specific requirements of each project.
- Responsible for/Oversees the translating of working business requirements into technical specification documents.
- Identification, recording and management of all project risks and issues. Reporting these to the to the business and project specific stakeholders.
- Organize and run internal and external (weekly) update calls to coordinate deal execution.
- Prepare and present weekly progress reports to inform key management of project status.
- Escalate issues and delays in the project delivery to management as needed.
- the configuration or customization of new clients per the requirements presented by Operations Management and/or the Sales Team as well as tests and troubleshoots final system setups.
- Stay current with payment industry regulations and client trends and maintain a strong knowledge of Transcard products, APIs and services.
- Educate and train clients on best practices for all supported services.
- Conduct testing and confirmation on all client implementations.
- Collect and review new product requirements and initiate development with the IT department.
- Solve difficult problems in a collaborative way with internal teams.
- Develop and maintain documentation around processes.
- Take ownership and accountability for the resolution of operational support issues.
- Help clients through email, phone, online presentations, screen-share and in person meetings.
Requirements:
- 3+ years of experience in client management, technical and problem-solving skills, a professional image, and an acute attention to detail.
- Preferred experience within the payments industry, project management or implementations.
- Preferred experience in a SaaS implementation environment.
- Ability to work productively in a fast-paced environment with dynamic workdays and ability to multi-task and prioritize.
- Strong written and verbal communication skills.
- Demonstrate high level of attention to detail and thoroughness.
- Ability to apply critical thinking with troubleshooting and resolving complex issues.
- Highly organized.
- Motivated, self-starter, willing to learn new programs.
- Takes the initiative to research and learn on their own.
- Strong working knowledge of PC-based business software, including Microsoft Outlook, Excel, and Word, along with CRM tools (HubSpot experience is a plus) and help desk support software.
- The ability to work as part of a team and independently.
Benefits:
- Transcard offers benefits starting the first of the month following the month of hire (Medical, Dental, & Vision, 401(k) Match!, Paid Time Off, Life-Disability Insurance, and more)
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