Implementation Manager

Implementation Manager – Raleigh

Our NC-based client is seeking an Implementation Manager for a hybrid opportunity in their Cary, NC office. Our client’s mission is to enhance operational efficiency and customer experiences through innovative technology. The company is a dynamic and growing company that values creativity, collaboration, and customer success. As the Implementation Manager, your primary responsibility is to ensure the satisfaction and success of our customers through the implementation process.

Our client is a growing software company and has a flexible SaaS platform focused on accounting and management software. This is a permanent position which offers a competitive salary and benefit package. No visa situations, C2C or relocation assistance for this opportunity.

In this role, you will be responsible for guiding new clients through the onboarding process, ensuring they have a smooth and successful implementation of our client’s software and services. The Implementation Team’s goal is to provide exceptional support and training, ultimately contributing to client satisfaction and long-term success.

Key Responsibilities--

Client Onboarding:

- Lead the onboarding process for new clients, including initial setup, configuration, and customization of the software.

- Develop and deliver comprehensive training programs tailored to each client’s needs, including workshops, online training, and one-on-one sessions.

- Act as the lead of the implementation team and the primary point of contact for client escalations during the onboarding phase, promptly addressing any questions or concerns.

Project Management:

- Coordinate with internal teams (sales, success, support, and product) to ensure a seamless transition for clients from the sales phase to full software adoption.

- Develop and manage implementation projects, timelines, and deliverables for each client onboarding process.

Client Success:

- Monitor client progress and provide ongoing support to ensure successful software implementation and utilization.

- Gather client feedback and collaborate with the product team to identify opportunities for product improvement.

Documentation and Reporting:

- Create and maintain detailed onboarding documentation, including user guides, training materials, and FAQs.

- Track onboarding metrics and provide regular reports on client progress and onboarding effectiveness.

Continuous Improvement:

- Identify best practices and process improvements to enhance the onboarding experience for future clients.

- Stay updated with industry trends and software updates to ensure clients receive the most relevant and effective training.

Your Experience & Required Skills:

- Education: Bachelor’s degree in Business, Hospitality Management, Information Technology, or a related field.

- Experience: 3 years of experience in client onboarding and preferably project management experience within the software or hospitality industry.

Skills:

- Strong understanding of hotel management software and related technology.

- Excellent communication skills, both verbal and written, with the ability to articulate technical concepts to non-technical users.

- Proven project management abilities, with experience handling multiple projects simultaneously.

- Strong problem-solving skills and a proactive approach to addressing client needs.

- Ability to work collaboratively with cross-functional teams and build strong client relationships.

- Strong problem-solving and analytical skills, with the ability to identify and resolve customer issues effectively.

- Empathy and patience in dealing with customers, ensuring a positive customer experience.

- Familiarity with customer success platforms, CRM systems, and support ticketing tools is a plus.

Nice-to-have Experience:

- Experience within the hospitality industry with various Property Management Systems (FOSSE, Opera, OnQ, PEP, Visual Matrix, etc.)

- Presentative training experience with small or large groups

- Driven by providing excellent customer service

- Ability to communicate and train accordingly to the audience and their level of experience

- Knowledge and experience of computer applications like MS Excel and Powerpoint

Qualified applicants please send a resume and salary requirements to Martha Michaux mmichaux@hirenetworks.com.

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