Technical Product Implementation / Support Manager

Responsibilities:

• Strong analytical skills for identifying, prioritizing, and proactively addressing challenges.
• Foster a forward-thinking team culture that champions continuous learning, refinement, and customer-centricity.
• Lead, manage, and mentor a high-performing team of technical support and Configuration Management.
• Ensure punctual delivery of product implementation while prioritizing customer contentment.
• Develop and foster strong relationships with customers to deliver fulfilling their business needs.
• Ability to identify and mitigate potential project or strategy risks through strategic planning and countermeasures.
• Present compelling project execution strategies to potential clients, elucidating the pathway to shared success and value generation.
• Strategically realign service delivery strategies with organizational objectives, fostering agility, scalability, and quality.
• Solicit and integrate customer insights to refine and enhance service delivery approaches.
• Institutionalize best practices in project execution for consistent and reliable outcomes.
• Uphold high-quality standards at all customer touchpoints, ensuring exceptional experiences.
• Promote a team ethos anchored in empathy, responsiveness, and effective problem-solving.
• Pioneering initiatives to augment revenue via efficient utilization of resources.
• Assume a senior role in addressing project issues and conflicts, orchestrating successful resolutions.
• Implement efficient processes and tools to amplify team efficiency and effectiveness.
• Regularly evaluate team performance, identify skills gaps, offer constructive feedback, and recommend interventions.
• Foster a performance-driven culture by setting, tracking goals, and providing coaching and mentoring to elevate high performers.
• Oversee hiring, onboarding, retention, and continuous growth of consultants and project managers.
• Collaborate with cross-functional leaders to ensure alignment with overall company strategy.
• Perform additional tasks and responsibilities as assigned.
• Embrace and sustain a fast-paced work environment.
• Demonstrated ability to lead, mentor, and develop teams to surpass business objectives and enhance individual performance.
• Skillful guidance through transitions, ensuring organizational readiness and securing buy-in during transformative phases.
• Ability to foster collaboration across departments, creating a cohesive environment aligned with company objectives.

Relationship Management:

• Proven expertise in cultivating and sustaining value-driven relationships with clients and stakeholders across organizational levels.

Project Management:

• Grasp of planning, executing, and closing projects, ensuring efficient completion aligned with client goals.
• Proficient utilization of financial data to manage budgets, forecast revenue, and make informed strategic decisions.
• Competence in streamlining processes to ensure on-time, within-budget project delivery while maintaining high-quality standards.
• Skilled negotiation and conflict resolution abilities, vital for securing contracts, navigating project terms, and resolving disputes.

Effective Communication:

• Proficiency in conveying complex ideas through written and verbal communication to diverse audiences.

Requirements:

Required Education & Experience:

• A minimum bachelor's degree in Computer Science, Software Engineering, or a related field.
• A minimum of 10 years of implementation or consulting services experience, with at least 3 years in leadership or managerial roles.
• Proven track record of managing and delivering large-scale projects on time and within budget.
• Demonstrable experience in developing and managing client relationships.
• Previous experience in strategic planning and execution.
• Experience in software implementation projects is a plus.

Preferred Education & Experience:

• 10+ years of consulting services experience in a tech or software industry.
• Prior experience in a SaaS or technology-focused company.
• Experience in change management or organizational transformation initiatives.
• Prior experience in sales or a deep understanding of the sales process and dynamics.
• Certifications in project management, service management, Six Sigma Black Belt, or other relevant areas.