Senior Implementation Manager
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Job Description
Implementation Manager responsible for planning and supporting point of sale clients. Focused on system implementation, training, and client satisfaction with a strong emphasis on technical assistance.
Responsibilities:
- System implementation and training: Pre-implementation project management, planning, scheduling and client preparation
- On-site implementation of live system, and train staff to comfortable level by conclusion of visit
- Develop post-implementation plan, obtain necessary client sign-offs and thoroughly document all implementation/training details
- Respond to client service requests in a timely manner and resolve issues to client satisfaction
- Recommend and perform upgrades on systems to ensure longevity
- Diagnose and resolve hardware, software, and user error problems, both on the phone and on site as required
- “Own the call”, actively participate in problem resolution from beginning to end, even after escalation
- Follow up with customers to ensure issue has been resolved
- Stays current on job related equipment, procedures and information via attendance at meetings and seminars and reading technology related publications
- Participate in the after-hours ‘On Call’ rotation
- Assist in training internal Customer Support and Sales personnel and participate in sales presentations as needed to assist Sales Team
- Ability to be an level three escalation path for the support department as needed
Requirements:
- Bachelor's Degree or equivalent combination of education and work experience
- Minimum of 5 years experience in point of sale implementation and/or support
- Certified Payment Professional (CPP)
- Ability to understand each merchant's unique needs, develop a plan of action and coordinate team efforts to provide the solution
- Ability to provide world-class customer service, communicate well and a keen attention to detail
Benefits:
- Medical, Dental, & Vision Coverage
- Flexible Paid Time Off
- 401(k) + Match
- Mental Health Support & Well-Being Program
- Paid Maternity & Paternity Leave
- Education Assistance
- Company-funded Lifestyle Spending Account
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