Manager, Customer Implementation

About The Business

LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our government vertical, our solutions assist government agencies and law enforcement to drive insights from complex data sets, improving operation efficiency, increasing program integrity, discovering, and recovering revenue, and making timely and informed decisions to enhance investigations.

About The Team

Our VitalChek team is dedicated to partnering with government agencies to address and solve complex risk problems. At LexisNexis Risk Solutions, we pride ourselves in providing solutions that directly impact our customers' ability to mitigate and manage risk.

About The Role

As the Manager of Customer Implementation, you will be responsible for leading a team to successfully implement our software solutions for customers for both the VitalChek and Payment Solution teams. You will play a pivotal role in ensuring customer satisfaction, driving project success, and fostering strong relationships with clients throughout the implementation process. Having leadership of projects with multiple customers, you and your team will ensure that LexisNexis internal resources understand and are focused on the objectives of the project; anticipating roadblocks and working to remove them; working across teams to find solutions to customer issues; managing conflicting priorities with customers and developing implementation project plans.

• The Franklin, Tennessee office is the preferred location with an expectation of a hybrid work model. Other locations will be considered but must be able to work east coast hours.***
  
  

Responsibilities

Leadership and Team Management:

• Lead a team of implementation consultants, providing guidance, support, and mentorship
• Assign tasks, set goals, and monitor progress to ensure timely and successful project delivery
• Foster a positive and collaborative work environment, promoting teamwork, knowledge sharing, and continuous improvement.
• Conduct performance reviews and provide constructive feedback to team members
• Diagnosing and resolving problems using internal resources and tools, business judgment, and experience
• Oversee escalation processes for unresolved customer problems.
• Leading the establishment of customized onboarding plans and documentation to support your team and customers
  
  

Customer Relationship Management

• Collaborate closely with customers to understand their business requirements and implementation goals
• -Build and maintain strong relationships with customers, acting as the primary point of contact for implementation-related matters
• Ensure a deep understanding of customer needs, objectives, and expectations throughout the implementation process
• Proactively address customer concerns, issues, and escalations, ensuring customer satisfaction
  
  

Process and Methodology

• Drive the adoption and implementation of Agile methodologies within the implementation team.
• Ensure that Agile best practices, such as user story development, backlog management, and sprint planning, are followed
• Continuously improve and refine the Agile processes within the team, in collaboration with other stakeholders
  
  

Project Planning And Execution

• Develop and execute comprehensive project plans, defining scope, goals, timelines, and resource requirements
• Coordinate and oversee all aspects of customer implementations, ensuring adherence to project milestones and deliverables
• Monitor project progress, identify risks, and implement mitigation strategies to ensure successful project outcomes
• Communicate project status, updates, and risks to internal stakeholders and clients, managing expectations effectively
  
  

Cross-Functional Collaboration

• Collaborate closely with internal teams including Sales, Product Management, Development, and Support to ensure seamless project delivery
• Establish processes that ensure close coordination with the Product Management team for proper routing of requests that should implemented as base product features
• Provide input and feedback to Product Management based on customer implementation experiences, contributing to product improvements
• Coordinate with development teams to communicate customer-specific requirements and provide guidance on solution design
  
  

Quality Assurance And Process Improvement

• Establish and maintain quality assurance processes and best practices for customer implementations
• Monitor and evaluate implementation metrics and performance indicators to drive continuous improvement
• Identify opportunities to streamline implementation processes, increase efficiency, and enhance customer satisfaction
  
  

Other

• Ad hoc projects, assignments, and perform any other duties as assigned by management
  
  

Requirements

• This position can be home-based but must be able to work east coast hours.
• Bachelor's degree in a relevant field such as Business, Computer Science, or a related discipline (or equivalent experience).
• Proven experience in managing customer implementations or similar roles within the software industry.
• Strong understanding of software implementation methodologies, such as Agile.
• Strong leadership and team management skills, with a track record of successfully leading and motivating cross-functional teams.
• Excellent customer relationship management skills, with the ability to build and maintain strong partnerships with customers.
• Strong project management skills, with the ability to manage multiple complex implementations simultaneously.
• In-depth knowledge of software implementation methodologies and best practices.
• Exceptional communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels.
• Analytical thinking and problem-solving skills, with a focus on driving results and ensuring customer success.
• Experience working in either information technology or business (implementation, product management and quality assurance).
• Some travel may be required based on business need
  
  

Benefits

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
• Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
• Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
• Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
• Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
• Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
• In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
  
  

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