Implementation Project Manager
2 weeks ago
Act as the main client liaison during implementation, able to respond authoritatively to both implementation and general SMS Assist inquiries.
Consistently deliver exemplary internal and external customer interactions and exhibit the world class customer service that SMS Assist strives towards.
Coordinate project work for all functions related to new client onboarding to deliver excellent outcomes.
Build strong relationships with all key internal teams (e.g. Operations, Product, Affiliate, Legal & Sales) to deliver on client implementations. Leverage those relationships to influence and drive improvements between those teams and Implementation.
Track project against agreed upon delivery dates and provide weekly written status updates through established reporting mechanisms to client and internal stakeholders/senior-level personnel.
Understand the escalation process for project risks and issues; develop and execute mitigation plans, involving internal teams as necessary.
Have a strong understanding of the SMS Assist implementation project plan and customize it to suit the delivery of basic complexity client implementations.
Use experience from previous implementations, continually seek opportunities to increase efficiency, consistency and effectiveness of the implementation plan.
Modify and create (as necessary) SMS Assist standard implementation documents, tools and processes to manage change successfully throughout the course of the project, with basic understanding of the impact of change on the overall project/program.