Manager, Implementation

Manager, Implementation

Summary/objective

As an Implementation Manager, you are responsible for maintaining the daily activities, and providing leadership to a team of 8-12 Implementation Representatives. The Manager will provide day-to-day coaching, guidance and leadership to the Implementation Staff. The Manager will also assist in developing, deploying and maintaining standard operating procedures to meet the company's mission, vision and values regarding Implementation.

Core Job Duties

• Lead daily activities of the team to guarantee that all work is completed timely with attention to detail to meet quality standards and goals
• Monitors & reviews calls and other correspondence between representatives and customers
• Mentor team members and identify development needs and coordinate additional training
• Organize & lead meetings as needed to review and update project plans, review action items, mitigate any blockers and driving project to meet target milestones.
• Manage escalated issues and provide direction
• Build and nurture strong customer relationships
• Ensures that Specialists/Consultants are informed about changes to company products & services
• Responsible for team statistics, including budget and customer retention
• Responsible for performance reviews and discussing career development with Team Members
• Ultimately responsible for customer satisfaction and a smooth transition into Support

Job Complexity

• Works on issues where analysis of situation or data requires review of relevant factors. Exercises judgment within defined procedures and policies to determine appropriate action.

Interaction

• Frequently interacts with subordinate supervisors and functional peer groups. Interaction normally requires the ability to gain cooperation of others, conducting presentations of technical information concerning specific projects or schedules.

Supervision

• Provides direct supervision to professional individual contributors and/or skilled, support individual contributors (e.g., technicians, designers, support personnel). Acts as advisor to unit or sub-units and may become actively involved, as required, to meet schedules and resolve problems.

Experience

• Typically requires a Bachelor's degree and a minimum of 2-3 years of direct experience

Scope

• Receives assignments in the form of objectives with goals and the process by which to meet goals. Provides direction to employees according to established policies and management guidance. Administers company policies that directly affect subordinate employees. Recommends changes to unit or sub-unit policies. Management reviews work to measure meeting of objectives.

Discretion

• Erroneous decisions or failure to achieve results will cause delays in schedules.

Minimum Qualifications

• Four-year degree or equivalent education and business experience
• 3-4 years functional Implementation experience with customer-facing responsibilities
• 2 years of experience in people leadership
• Demonstrated success in a role requiring strong attention to detail, teamwork and initiative
• Software experience, preferably in a SaaS environment

Additional Preferred Qualifications

• CPP, FPC, or CEBS Certification
• 3-4 years isolved Implementation experience

Physical Demands

Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 7 pounds.

FLSA Classification

Exempt

Location

India

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are. Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.

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