Implementation Manager

1 week ago


Dubai, Dubai, United Arab Emirates servicePath Full time

Job Title:
Implementation Manager

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Department: Service Delivery

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Reports to:Service Delivery Director

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Working Hours: Local Business Hours/Flexible working hours

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Position: Full-Time

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Location: Dubai

Role Objectives:

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Participate in engagements from end-to end: From assisting with initial scope and SOWs; planning and leading projects; interacting with client key project participants; assisting with configurations and quality assurance; delivery; to transition to support.
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Build strong ongoing client relationships: Be the person the client looks to for advice and guidance with the platform; the person they look to as the face of servicePath.
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Be the client's advocate: Work closely across internal servicePath teams: Sales, Solution, Services, Support, and Engineering teams to build an exceptional client experience with servicePath and our platform.
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Hands-on: In addition to managing client engagements, you will become an expert in the platform. This is key to delivering successful engagements and handing over a system that will help transform our clients' businesses.
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Track and Measure: tracking and managing client engagements with the objective of improving our relationships and building a better product.
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Continuous Improvement: Use the knowledge you gain working with clients, leading engagements, and participating in implementations and configurations to help improve the platform.

DutiesProject Management

  • Workstream and Task planning and oversight for Professional Services and Implementation engagements
  • Customer project communications both written and verbal.
  • Tracking and managing the tasks and deliverables internally to ensure projects stay on track and stakeholders are informed.
  • Internal project tracking and reporting
  • Change Request Management.
  • Conduct Post Project Reviews to help identify process, service, and platform improvements

Technical Analysis

  • Document client requirements to ensure requirements are agreed by the client and understood correctly by the configuration specialists / development team.
  • BUAT of code changes in relation to the business process and use cases.

Platform Configuration

  • Implementation participation with a emphasis on configurations, data importing, business rules, document templates, and any other setup or configurations primarily using the platform user interface (GUI
  • Experience with coding not necessary)

Customer Success

  • Work with key client contacts to utilize the features of the platform effectively.
  • Perform user training and education and assist with servicePath and our clients' efforts to develop training and education materials and processes.
  • Managing customer participation on user acceptance testing, golive, platform releases.
  • Working with Support and Engineering to coordinate issue and request tracking and management

Release Customer Management

  • Platform release coordination
  • Participating in prerelease quality assurance activities
  • Participation in the editing and validating of user documentation prior to customer release

User Advocacy

  • Working with Product and Engineering representing the enduser during feature design and development phases
  • Client user platform advisory and education on bestpractices.

Sales Support

  • Assisting Sales and Solutions with Professional Services engagement scoping
  • Crafting services Statements of Work and client quotations

Key Competency and Experience:
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Minimum:_

  • Previous experience (min 3 years) in a software project or implementation management role
  • Experience working closely with engineering / development functions.
  • Strong customerfirst focus with experience working with technologyoriented clients.
  • Very organized with the ability to manage multiple task lists and customers.
  • Strong communications skills in English, spoken and written.

Core Competencies:

  • Logical thinker and problem solver that can learn quickly and independently.
  • Demonstrated interpersonal skills including communication, mentoring, coaching, and the ability to interact with colleagues at all levels.
  • Dynamic, energetic, motivated, positive outlook.
  • A very strong aptitude for spreadsheets, particularly those using advanced functions but not necessarily macros.
  • Experience with Atlassian suite of tools (mainly Jira and Confluence)

Preferred:

  • Ability to work with mínimal supervision.
  • Experience with software project management.
  • AgilePM/PMP certification.
  • Handson experience in software configuration and implementation with Platform knowledge.
  • Experience with B2B high growth SaaS or CPQ and parallel system such as CRM, service management.
  • Experience with complex implementations.
  • Experience working with distributed global teams.

Budget:27K -28K USD per year

Pay:
AED99, AED100,000.00 per year

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