Hybrid Technical Implementation Manager

at EEOC

• Job title: Technical Implementation Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $82,000 - $123,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Scottsdale, United States

About the role

• Technical Implementation Manager responsible for managing client implementation projects related to EWS products. Overseeing onboarding, support, and communication throughout the project lifecycle.

Responsibilities

• The Technical Implementation Manager is responsible for the management of client implementation projects related to EWS products.
• Work encompasses the entire project life cycle: onboarding, kick-off, technical support, and ongoing support.
• Provides technical and non-technical support to Clients and their partners throughout a project and integrates work efforts with Partnership team.
• Follows established communication and documentation requirements to complete projects and resolution of support inquiries in a professional and timely and cost-effective manner.
• Responds and provides support for all customer emails and calls; ensures timely and satisfactorily resolution.
• Proactively responds to customer queries and ensures consistent communication through issue resolution.
• Document case activity within case management system and handles and responds to customer escalations, involving Manager and internal departments when escalation is required.
• Serves as subject matter expert in implementation process; provides recommendations to continual improve process efficiency.
• Stays current on the latest industry technologies, trends and strategies.
• Develop an in-depth knowledge of product offerings and technical understanding to support implementations and ongoing support of clients.
• Works closely with internal team members to understand product features beyond central functionality to help merchants achieve specific business results and maximize product value.
• Utilizes and maintains existing task plans on assigned projects.
• Coordinates project efforts with the customer’s project management teams and internal stakeholders and partners.
• Drives a strong communication discipline to create transparency and awareness for project milestone status and any risks.
• Clearly communicates in verbal and written fashions to provide accurate and timely resolution and updates to required audiences and systems of record.
• Continually keeps customers, internal partners and department management informed on project status and any potential risks.

Requirements

• Minimum 4 years direct experience in related technical or customer support role.
• Demonstrated ability to leverage problem solving skills and appropriate technical tools to perform day-to-day support, root-cause analysis and service management (such as log interpretation and performance monitoring)
• Advanced Experience working on multiple projects concurrently, proficiency with prioritization, organization, problem solving skills strong analytical aptitude with a focus on exceeding SLAs and identifying of risks
• Follows documented processes and procedures related to routine and recurring support activities.
• Maintains records of changes, product enhancements, or other customer specific items.
• Excellent interpersonal skills, ability to work as a team member.
• Exceptional written and verbal skills.
• Experience with: Word, Excel, PowerPoint, Outlook, Salesforce, Jira, Bugzilla
• Strong attention to detail.

Benefits

• Healthcare Coverage – Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.
• 401(k) Retirement Plan – Featuring a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility.
• Paid Time Off – Flexible Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day.
• 12 weeks of Paid Parental Leave
• Maven Family Planning – provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.