Replicon - Implementation Manager

Responsibilities:

- As a subject matter expert in implementation best practices and strategies, educate the team on how to leverage these practices.

- Accountable to allocate resources based on project demand, proactively leading the identification and design and implementation of process improvement.

- Establish and participate in project steering committee meetings; proposing creative viable solutions to the executive sponsors such that critical success issues are addressed on a proactive basis.

- Cultivate open communication with customers to identify opportunities to improve processes and Methodologies.

- Involved in Identifying and building customer success stories and/or case studies to aid sales cycles.

- Create and manage program schedules and resource allocation plans.

- Effectively use Polaris to create, manage, and track project results.

- Establish a series of measurable KPIs for the team and drive the team to exceed set goals.

- Establish clearly defined goals, objectives, responsibilities, competencies, and development plans for each member on the team.

- Manage the team in terms of recruiting, mentoring, and guiding to meet organizational objectives.

- Be the thought-leader on customer satisfaction within our organization.

- Ability to effectively communicate program plans, proposals, and results, and negotiate options at management levels.

- Handling customer escalations related to service delivery.

Qualifications:

- 15+ years of strong consulting or professional services experience especially in enterprise software such as ERP, CRM, SaaS applications

- Extensive customer engagement experience

- Demonstrated experience coordinating and working with matrixed teams and resources.

- Strong analytical and problem-solving skills.

- Prior hands-on working knowledge and/or implementation of an enterprise class application (e.g. SAP, Oracle, PeopleSoft)

- Bachelor's Degree or equivalent work experience in the software industry

- Experience working with senior executive level personnel in customer accounts.

- Team Handling experience is preferable.

- Must be willing to work in North American Business timings