Implementation Manager overseeing the onboarding process for new clients of Euna Solutions, engaging in project management and product configuration to ensure client success.
About the role
- Implementation Manager overseeing end-to-end onboarding of new customers for Euna Procurement's SaaS products. Collaborating with cross-functional teams to enhance client experiences and drive satisfaction.
Responsibilities
- Serve as the primary point of contact for clients during the onboarding process.
- Conduct kickoff meetings, gather business processes and resulting requirements, and provide expert guidance on best practices for implementing and configuring our SaaS products to meet their unique needs.
- Carry out basic project management activities, notably that the work you are delivering falls within the scope of the implementation, that there are well planned & reliable communications, that you continuously evaluate points of risk and opportunity, and providing customer advice and assistance with their change management.
- Customize system settings, workflows, and integrations to align with client requirements while using out-of-the-box functionality to minimize customizations whenever possible.
- Depending on the product you may also: Work extensively in Excel to prepare data and carry out initial data load; write simple scripts; Author ad hoc reports on behalf of the customer.
- Work closely with sales, product management, customer success, and technical support teams to ensure a seamless transition from the sales cycle to adoption.
- Foster strong relationships with internal stakeholders, using effective communication to influence product design and customer life-cycle to deliver a coherent, high quality, client experience.
- Engage the project team to develop and deliver comprehensive training sessions to educate clients on the features and functionalities of our SaaS products.
- Create and maintain implementation documentation, user guides, and knowledge base articles to support clients throughout the onboarding process ensuring the customer’s complete adoption of their product.
- Identify and address implementation challenges, working closely with internal teams to troubleshoot and resolve issues promptly.
- Escalate complex problems to appropriate departments and provide timely updates to clients, ensuring their concerns are addressed effectively.
- Actively contributes to the enhancement of implementation processes and methodologies.
Requirements
- 3-8 years of experience in one or more aspects of software application delivery (systems implementation, project management, analysis, QA, training, etc.)
- Strong Excel and data skills
- Confident communicator with excellent organization and time management
- Self-starter who thrives with minimal oversight
- Comfortable working in client-facing roles
- Bachelor's degree in a relevant field (e.g., Business, Computer Science, Information Systems) or equivalent practical experience.
- 3+ years of experience in a client-facing implementation role, preferably in the SaaS industry.
- Strong understanding of software implementation processes, methodologies, and best practices.
- Excellent communication and interpersonal skills, with the ability to build rapport, effectively collaborate with clients and internal teams, and be able to take the lead in a workshop environment.
- Technical aptitude the ability to quickly learn and navigate new software applications, and the ability to identify and address implementation challenges effectively.
- Strong problem-solving and analytical skills – high comfort level with Excel is a plus.
- Design and documentation of reports generated from relational databases – ability to author reports (SSRS or PowerBI) a significant plus.
- Experience with CRM, ERP, or other enterprise software implementations, particularly GovTech, is a plus.
- Familiarity with Autotask, Asana, or similar software for project tracking and time management is a plus.
Benefits
- Competitive wages
- Wellness days
- Community Engagement Committee
- Flexible workday
- Culture committee
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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