Manager, Client Implementation Team

Position Overview:

We are seeking an experienced and dynamic Manager of Client Implementation to lead a team responsible for delivering successful software implementations to our clients. This role will involve overseeing the entire client implementation lifecycle, ensuring timely and high-quality delivery, and providing leadership to a team of skilled professionals. The ideal candidate will have a deep understanding of both software deployment processes and client management, with a focus on driving customer satisfaction.

**Must be a US Citizen or Permanent Resident (Green Card Holder)**

Key Responsibilities:

1. Team Leadership & Development:

• Lead, mentor, and manage a team of software implementation specialists.
• Foster a collaborative, high-performance culture focused on customer success.
• Provide ongoing coaching, training, and performance feedback to team members.
• Define and manage team goals, ensuring alignment with company objectives.

1. Client Implementation Management:

• Oversee the full lifecycle of client software implementations, from project kick-off to post-go-live support.
• Collaborate with internal teams (Operations, Infrastructure, Sales) to ensure smooth integration and delivery.
• Develop and manage implementation project plans, ensuring timely delivery and quality standards are met.
• Serve as the main point of escalation for complex issues during the implementation process.
• Provide feedback to the product team regarding client needs, product improvements, and common challenges encountered during implementation

1. Process Optimization & Best Practices:

• Continuously improve and refine the client implementation process to maximize efficiency, scalability, and client satisfaction.
• Develop and maintain standard operating procedures (SOPs) for the implementation process.
• Identify potential bottlenecks or challenges in the implementation workflow and proactively solve for them.

1. Client Communication & Relationship Management:

• Maintain strong, positive relationships with clients throughout the implementation process.
• Ensure clients are kept informed of progress, potential risks, and timelines.
• Act as the client’s advocate, ensuring their needs are addressed and they are satisfied with the implementation outcome.

1. Metrics & Reporting:

• Track key performance metrics (KPIs) related to the implementation team and client success, such as project timelines, client satisfaction, and adoption rates.
• Regularly report on team performance, resource needs, and project status to senior management.

Qualifications:

• Education: Bachelor’s degree in Computer Science, Computer Engineering, Information Management, or related field (or equivalent work experience).
• Experience:
• 5 years of experience in software implementation with at least 2 years in a leadership or management role.
• Strong background in managing software deployment projects, preferably in a SaaS or enterprise software environment.
• Experience working with cross-functional teams.
• Proven ability to manage multiple client implementations simultaneously while maintaining high standards of quality and customer satisfaction.
• Familiar with EDI software packages, such as IBM B2Bi or VL Trader
• Skills & Competencies:
• Excellent leadership and people management skills.
• Strong project management skills, with experience in tools such as Jira.
• In-depth knowledge of software implementation methodologies, best practices, and change management.
• Exceptional communication and interpersonal skills, with the ability to manage client expectations and build strong relationships.
• Analytical mindset with the ability to identify patterns, assess risks, and optimize processes.
• Ability to work in a fast-paced, dynamic environment with shifting priorities and tight deadlines.

Why Join:

• Opportunity to work in a growing, innovative company that values customer-centricity and operational excellence.
• Competitive salary and benefits package.
• A dynamic and supportive work environment with opportunities for professional growth and development.