Manager, Implementation Project Management
Job Title: Manager, Implementation Project Management
Reports To: Director of Client Services
FLSA Status: Exempt
The Manager of the Implementation Project Management team is responsible for leading the team that onboards new customers onto the StratEx platform. This position will drive customer satisfaction and success within the new client implementation phase by providing employee coaching and development, identifying and executing on process improvement opportunities, and collaborating with product management to drive client self-service within the onboarding process.
Job Responsibilities/Essential Functions include, but are not limited to:
- Manage team of Implementation Project Managers and Project Specialists
- Interact with clients as needed to handle escalated situations within the implementation phase
- Collaborate with product management to test, provide feedback on, and improve the self-implementation software
- Impact customer satisfaction within the implementation phase through employee coaching and development
- Identify and execute on operational efficiencies within the onboarding process
- Report on implementation project timelines and individual employee deliverables
- Regular and predictable attendance
Requirements:
- Experience managing and developing employees
- Ability to interact professionally with a diverse group of stakeholders including executives, managers, and clients
- Experience with software preferred, particularly payroll or restaurant software
- Analytical and process-oriented mindset
- Experience in driving metrics/KPIs
- Demonstrate customer empathy along with passion for revenue and growth
- Strong initiative and the ability to work in a fast-paced environment
- Excellent communication and presentation skills
Competencies:
- Leadership skills
- Emotional Intelligence
- Critical Thinking
- Process Mapping
- Accountability
- Business Acumen
- Time Management
- Interpersonal Communication
Physical Requirements/Work Environment:
- Must be able to sit at a desk for extended periods of time while working
- Must be able to proficiently operate a computer and VOIP phone as means of communication with colleagues and clients
- Must be able to occasionally travel to on-site client meetings on a local and national scale
- Must be able to work out of our HQ office in order to facilitate management of day to day team activity as well as collaborate with team members on daily projects/audits
Equal Opportunity Statement:
Decisions and criteria governing the employment relationship with all employees at StratEx are made in a non-discriminatory manner, without regard to race, color, creed, religion, national origin, sex, marital status, pregnancy, disability, sexual orientation, gender expression, veteran status, age, FMLA status, or any other factor determined to be unlawful by federal, state or local statutes.