Implementation Program Manager (Location:Bangalore)

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:

1. Four-year degree. 
2. Minimum of four years experience in implementation/consulting/project management. 
3. Previous experience leading teams, particularly remote employees, preferred. 
4. 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

To get job updates please like our page www.facebook.com/madhees

Implementation Program Manager (Location: Bangalore)

           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:

1. Four-year degree. 
2. Minimum of four years experience in implementation/consulting/project management. 
3. Previous experience leading teams, particularly remote employees, preferred. 
4. 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

To get job updates please like our page www.facebook.com/madhees

 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:

1. Four-year degree. 
2. Minimum of four years experience in implementation/consulting/project management. 
3. Previous experience leading teams, particularly remote employees, preferred. 
4. 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

To get job updates please like our page www.facebook.com/madhees

Client Support Analyst I – Expense (Location: Bangalore)

Client Support Analyst I – Expense (Location: Bangalore)

The Client Support Analyst I provides resolutions to customer issues that are escalated from the call center or logged over the web. The support is often consultative and addresses intermediate to advanced service related issues.  The Client Support Analyst would conduct work at the direction of Support Case Managers, Leads and/or Managers. 

Responsibilities:

• Respond to inquiries or issues regarding product functionality; research to fully diagnose or understand the issue or request then define solutions and respond within established timelines.
• When appropriate provide consultative guidance to customers, Support Case Managers or other internal team members towards the resolution to their service issue.
• Troubleshoot and resolve intermediate to advanced issues, or determine resources required to resolve
• Effectively manage expectations that are set with customers and Case Managers.
• Maintain accurate, high-quality and timely documentation for all steps and activities undertaken in order to resolve client issues/questions
• Provide updates within SLA guidelines, on active issues to gain additional information or to advise of status
• Interface with other Concur departments as necessary to resolve customer issues
• Maintain working knowledge of Concur products including new releases and new products.
• Be aware of, and comply with all corporate policies

Position Requirements: Education, Experience & Training required:

• Four or more years of experience troubleshooting software or hardware issues
• Four or more years in Technical Support role interfacing with customers
• Familiarity with business processes related to expense management
• Ability to pass a background check

Job Specific Specialized Knowledge & Skills:

• Ability to manage multiple concurrent tasks
• Ability to effectively collaborate with team members
• Knowledgeable of Windows OS, basic security and its built-in applications
• Experience in utilizing a CRM system to track and resolve issues
• Strong analytical skills
• Proficient in written English communication skills
• Strong time management and prioritization skills
• Familiarity with SQL is a plus..

Experience: 3.5 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

To get job updates please like our page www.facebook.com/madhees

Client Support Analyst I – Concur Travel (Location: Bangalore)

The Client Support Analyst I – Concur Travel, receives issues faced by clients for our market leading cloud based travel solutions. The Analyst researches on issues across various resources and provides prompt resolution on these issues, within the SLA Timelines. The support is often consultative and addresses intermediate to advanced service related issues.

 Responsibilities:

• Deep dive & research work across a spectrum of tools and knowledge bases
• Utilize tools like knowledge portal, previous cases and documents to research, understand issue & derive resolution
• Research, diagnose & troubleshoot product functionality issues / errors faced by clients, follow up with documentation within established timelines
• When appropriate, provide consultative guidance to customers towards the resolution to their service issue
• Effectively manage expectations that are set with customers
• Maintain accurate, high-quality & timely documentation on actions taken to resolve client issues / errors
• If required / requested reach out to clients on the phone with the client to understand / educate on the issue / resolution
• Routinely update the client, following SLA guidelines, on active issues to gain additional information or to advise of status
• Interface with other departments as necessary to resolve customer issues
• Maintain working knowledge of products including new releases and new products
• Always keep yourself abreast with product knowledge & updates / enhancements, required to troubleshoot issues
• Must be agreeable to work in rotational shifts, including working on festivals / public holidays. Shifts may include morning / mid / night shift as needed by the business
• Be aware of, and comply with all corporate policies

Position Requirements 

Education, Experience & Training required:

• One year or more experience in troubleshooting software / hardware / product / process / tool issues
• One or more years in Technical Support or Analyst role interfacing with customers
• Prior travel industry experience / GDS knowledge required
• Ability to pass a background check

 Job Specific / Specialized Knowledge & Skills:

• One or more years experience with Travel GDS systems (Apollo, Sabre, Worldspan, Amadeus, Galileo, etc.) required
• One or more years experience using/supporting Online Travel Booking Tools (e.g. Concur Travel) preferred
• Familiar with Windows OS, basic security and its built-in applications
• Experience in utilizing a CRM system to track and resolve issues
• Strong analytical, written and verbal communication skills
• Problem solving, analytical mindset
• Strong time management and prioritization skills

Critical Performance Competencies:

• Keen Researcher & Passionate Learner
• Accountability
• Interpersonal
• Decisiveness/Judgment
• Communication and Influence
• Teamwork
• Stress Management
• Analytical Skills
• Adaptability/Flexibility
• Process Management/Quality
• Motivation

Value Competencies:

• Displays passion for & responsibility to the customer
• Hires, develops & rewards great people
• Displays leadership through innovation in everything you do
• Displays a passion for what you do and a drive to improve
• Displays a relentless commitment to win
• Displays personal & corporate integrity

EEO:

• Equal Opportunity Employer, M/F/D/V.

Experience: 3.5 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

To get job updates please like our page www.facebook.com/madhees 

Implementation Program Manager (Location: Bangalore)

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:

1. Four-year degree. 
2. Minimum of four years experience in implementation/consulting/project management. 
3. Previous experience leading teams, particularly remote employees, preferred. 
4. 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

To get job updates please like our page www.facebook.com/madhees