Implementation Manager I

Who We Are Looking For

We are seeking a dedicated professional skilled in building strong client relationships and guiding clients through the successful implementation of OnSolve products. This role involves managing clients throughout the implementation process, ensuring a smooth rollout of OnSolve’s features and solutions. You will be responsible for fostering customer satisfaction and supporting long-term retention.

Location: Hybrid in Annapolis, MD or Alpharetta, GA or can be remote based in the US

What You Will Work On

• Oversee the installation and implementation of software, ensuring that client timelines and requirements are met.
• Test and evaluate new software to confirm ease of use and reliability for clients, identifying potential issues before rollout.
• Collaborate closely with clients to define requirements, scope installations, and suggest future enhancements.
• Schedule and deliver training sessions to equip clients with the skills to effectively use the software to meet their needs.
• Set realistic expectations with clients, address escalations with urgency, and serve as the primary point of contact during implementation.
• Understand client use cases and success criteria, offering guidance to help them achieve desired outcomes.
• Assist clients in importing and managing contact data with a working knowledge of data import methods.
• Provide a seamless transition from implementation to support teams.
• Leverage collaboration tools and foster customer-centric practices with a proactive approach.
• Maintain high organizational standards, manage multiple tasks, prioritize effectively, and communicate clearly across teams and with clients.
• Perform additional duties as assigned.

What You Will Bring

• Associate’s degree or equivalent work experience.
• At least 2 years of experience in a role emphasizing relationship-building and client support, including hands-on experience in client implementations.
• Proficiency with ticketing and CRM systems, such as Salesforce, ServiceNow, and Atlassian JIRA.
• Familiarity with visualization tools (e.g., Visio, Snag-it) and data management methods (CSV, XML, API integrations like SOAP and REST).
• Experience with TRM (Technology Resource Management) systems.
• Willingness to travel occasionally (less than 10%).
• Strong aptitude for learning and understanding various product offerings.
• Excellent written and verbal communication skills, along with strong analytical and problem-solving abilities.
• Background in daily customer engagement through phone interactions.
• Highly organized, with strong interpersonal skills and the ability to collaborate across teams.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and collaboration tools such as SharePoint and Atlassian Confluence.
• Experience with client relationship management tools like Salesforce and FinancialForce.