[Hiring] Implementation Manager @Vantage Point Logistics (VPL)

Role Description

The Implementation Manager is responsible for leading customers through the process of implementing VPL’s software and services. This includes acting as the liaison between Sales, Account Management, Finance, Product, the customer, and their third-party vendors. The individual filling this role must be able to demonstrate strong project management and customer relationship management skills as you will be responsible for providing excellent customer experiences.

• Collaborate with stakeholders across departments and from all levels of the customer and VPL organizations to collect data, documentation, and specifications.
• Utilize a standard implementation methodology to establish project timelines and ensure project milestones are achieved efficiently and with high quality.
• Contribute to continuously improving VPL’s implementation processes.

Qualifications

• 3-5 years’ prior experience managing customer-facing projects and/or implementations, specifically with web-based software products.
• 2-3 years’ prior hands-on experience configuring web-based software solutions.
• 1-2 years’ experience activating and configuring parcel carrier accounts along with setting up workstations and label printers.
• Knowledge of remote desktop access software (e.g. GoToMyPC, AnyDesk, etc.).
• Flexibility to adjust to a dynamic work environment, learn and assimilate new information quickly, and contribute to a growing and maturing team.
• A customer-driven approach with the ability to foster trusting and consultative customer relationships.
• Effective management of their own work schedule with little to no supervision while meeting project timelines.
• Attention to detail, outstanding organizational skills, excellent follow-through, and reliability.
• Excellent verbal and written communication skills and proficiency in current common workplace technologies (e.g. Microsoft Office Suite, Jira, Salesforce, etc.).
• A commitment to process and continuous improvement methodologies.

Requirements

• Act as the primary point of contact for internal stakeholders and the customer’s project team, ERP project managers/consultants, and dependent third-party vendors and partners during the implementation process.
• Lead discussions with customers via web conference regarding their business requirements and provide recommendations on usage of VPL services and solutions.
• Correctly scope requirements, and clearly prioritize tasks and communicate issues to ensure customer satisfaction and timely delivery within the agreed upon project timeline.
• Manage relationships and expectations with internal and external project stakeholders, fostering mechanisms to keep all informed of progress, issues, and risks.
• Leverage problem-solving and critical thinking skills to overcome challenges, manage risks, and resolve issues that threaten the project’s scope or timeline.
• Maintain and expand knowledge and proficiency in the implementation job function, VPL products and services, and implementation best practices.
• Document best practices and embrace continuous improvement methodologies.
• Manage internal strategic projects, as assigned.