JOB DESCRIPTION: Implementation Manager
REPORTS TO: Director of Implementation
LOCATION: Remote
PURPOSE:
The Implementation Manager is responsible for managing the implementation of new client gift card programs and their associated products and services and ensure client expectations are captured during scoping and met during the implementation process. Responsibilities include working with Sales during pre-sale discussions and post-sale to understand the client needs and program requirements, setting implementation goals and guidelines, creating kick-off documents, coordinating with all stakeholders internally and externally, mapping out project plans and developing strategies to ensure the implementation experience is guided by quality and a first-class customer experience.
RESPONSIBILITIES & DUTIES
- Participate in building and refining scalable implementation documents and processes
- Serve as a trusted partner guiding clients through a best-in-class implementation journey
- Complete the full implementation life cycle of brand discovery, roadblock identification, project plan creation, implementation management and execution on the finished product
- Foster cross-functional relationships to execute complex, multifaceted client implementations
- Enable smooth client handoffs/transitions from sales through client success
- Establish and encourage adoption of project management best practices
MINIMUM REQUIREMENTS
- Bachelor’s degree required; equivalent work experience may substitute
- 3-5+ years of relevant work experience with at least 2 years of overseeing/managing projects
- Project management certifications are a plus (PMP, CSM, etc.)
Job Requirements, Skills & Prior Experiences:
- Excellent project management, analytical, and presentation skills
- Demonstrated track record of leading several effective, scalable cross-functional implementations
- Knowledge of Gift Card and/or financial services industry, sales and processes is preferred
- Comfortable using multiple websites/UIs to set up brands/clients and test gift cards
- Strong written and verbal communication skills, with an extreme attention to detail
- Comfortable building strong interpersonal relationships with cross functional stakeholders
- Ability to successfully operate in ambiguity and energized by creating structure
- Proficient in Microsoft Office Suite and Smartsheet
Physical Requirements:
- Prolonged periods sitting or standing at a desk and working on a computer
- Ability to travel at least several days per year and more as needed by company and client requirements
