Implementation Manager

BeyondTrust is a place where you can bring your purpose to life through the work that you do, creating a safer world through our cyber security SaaS portfolio.

Our culture of flexibility, trust, and continual learning means you will be recognized for your growth, and for the impact you make on our success. You will be surrounded by people who challenge, support, and inspire you to be the best version of yourself.

The Role

Responsible for setup and installation of technical systems, applications, or process designs for client’s purchased or outsourced technology and business process solutions. Works directly with client to manage initial access, map and transfer data, create process documentation, and train or coordinate training for client users. Tests and troubleshoots functionality of installed systems; identifies and documents technical issues to be escalated to product and system integration teams for resolution. Provides feedback based on client experiences to product and professional services teams for product and process improvements. May work directly with clients on-site or provide installation support remotely. Survey Tip: Incumbents who are both designing and implementing technical systems, applications, and process designs to meet client business specifications should be matched to Systems Integration Consultant (5721-5726). Incumbents who are responsible for providing complete professional service support for a client or clients, including the identification and development of solutions, design of systems, applications, and processes, and delivery to clients, should be matched to Professional Services Consultant (5531-5536). Incumbents who are coordinating all aspects of a product or service offering project for a client, from inception to installation should be matched to Project (Client Services) Mgr (5872-5876). 

What You’ll Do

• Management and administration of multiple concurrent BeyondTrust customer implementation projects 
• Track and manage project details ensuring customer implementation projects remain on track for successful completion within time and budget constraints 
• Manage internal and external customer project inquiries 
• Assist with monthly project-related business reporting driving revenue recognition and utilization 
• Assist with internal procedural documentation and process development 
• Effectively communicate project expectations to the customer, project team members, Sales, and management 
• Effectively manage technical and non-technical project issues to resolution 
• Escalate risks and issues internally to management and externally to customer project management teams to resolve or mitigate risk 
• Provide operational reporting on project status 
• Ensure customer satisfaction throughout the implementation process 
• Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services 

What You’ll Bring

• Bachelor’s degree or equivalent training or experience 
• 5 years’ enterprise software customer support and/or IT related support 
• Ability to understand and analyze customer technical needs 
• Excellent oral and written communication skills
• Proven track record of successfully coordinating software implementation projects 
• Ability to demonstrate an understanding of software delivery implementation methodologies within a post-sales environment 
• Ability to demonstrate a good understanding of project scheduling, scope management, resource/budget management, and issue/escalation management 
• Ability to learn required technical knowledge relating to BeyondTrust products 
• Proficiency with modern business applications (Microsoft Office 365, Teams, Visio, Project, Salesforce.com)
• Ability to prioritize and manage multiple concurrent customer projects with minimal supervision
• Fluent in English and Spanish

Nice To Have

• Experience with BeyondTrust products (or Bomgar/Avecto/Lieberman products) is a plus 
• FinancialForce PSA experience is a plus 
• Experience working with LATAM customers and partners

Better Together

Diversity. Inclusion. They’re more than just words for us. They are the guiding values of how we build our teams, cultivate leaders, and create a culture where people feel connected.

We take care of our employees so they can take care of our customers. Customers who come from all walks of life just like us. We hire incredible people from diverse backgrounds because when we are different together, we are stronger together.

About Us

BeyondTrust is the worldwide leader in intelligent identity and access security, enabling organizations to protect identities, stop threats, and deliver dynamic access. We are leading the charge in innovating identity-first security and are trusted by 20,000 customers, including 75 of the Fortune 100, plus a global ecosystem of partners.

Learn more at www.beyondtrust.com.