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| Implementation Program Manager (Location:Bangalore) |
Manage the successful delivery of client implementations on Concur Travel and Expense by meeting aggressive deployment, revenue and satisfaction targets.
Responsibilities
- Lead, motivate and drive a team of implementation resources to meet aggressive implementation schedules while ensuring client satisfaction and department revenue goals are achieved.
- Provide overall leadership for team’s projects – act as point of escalation and resource for addressing barriers to successful implementations.
- Monitor all newly assigned clients to ensure kick-off process has initiated.
- Monitor and manage client backlog – assess risk and apply needed actions to keep projects moving forward.
- Track and publish key metrics related to area of responsibility: starts, forecasted starts and summary reports for direct reports outlining progression against key metrics/objectives, client feedback and opportunities for improvement.
- Develop and maintain expertise around the implementation process and all dependent functions/systems/organizations: order booking, Appian, HMC, CRM, Oracle, Accounting, Client Services, Development, Hosting Operations, IT and Sales.
- Develop, nurture and foster effective working relationships with key internal cross-functional team members tied to dependent functions, systems and organizations.
- Drive visibility and resolution of issues preventing successful completion of the implementation process.
- On-going coaching, training, development and recognition of direct reports.
- Serve as initial escalation point for inquiries on all active and inactive implementations originating from clients, partners or cross-functional teams.
- Assess and implement process improvements to further increase efficiencies, productivity, communications and implementation success rates.
- Provide weekly, monthly and/or ad-hoc reports as needed by management, partners or cross-functional teams.
- Document details in situations where clients do not complete implementation; develop reporting and recommendations to management.
- Escalate critical issues to management and/or cross-functional teams (Customer Service, Development, Hosting Operations, Finance, Product Marketing, Sales) in a timely manner.
- Review implementation survey results to identify opportunities for improvement or follow-up with clients.
- Provide expertise and support during the sales process as needed.
- Provide expertise and support to management and cross-functional initiatives as needed.
- When necessary, assist in implementing client accounts
Qualifications
Education, Experience & Training required:
- Four-year degree.
- Minimum of four years experience in implementation/consulting/project management.
- Previous experience leading teams, particularly remote employees, preferred.
- Previous experience implementing financial or hosted applications required – direct experience with company hosted services highly preferred.
Job Specific Specialized Knowledge & Skills:
- Excellent organization, planning and project management capabilities.
- Exceptional written and verbal communication skills.
- Successful experience working directly with customers to resolve implementation issues.
- Strong problem resolution skills - proven ability to engage and interact with internal teams to resolve client issues.
- Aptitude for resource management.
- Demonstrated ability to prioritize and manage workflow to meet deadlines.
- Ability to address and manage through ambiguous situations – assess situations, problem solve and make decisions autonomously.
- Employee hiring, training, development, coaching and management.
- Ability to develop and foster key relationship – both internal and external to company.
- Ability to “lead by example” and motivate direct reports and cross-functional staff.
EEO:
- Equal Opportunity Employer, M/F/D/V.
Experience: 8+ years
Job Location: Bangalore
Contact Details:
Contact Person: Madhusmita
Contact Email ID: madhusmita.m@madhees.com
For more details please feel free to visit www.madhees.com
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