Manager, Implementation Services
N. Harris Computer Corporation - CAD
Location
Victoria, BC | Canada
Job description
Manager, Implementation Services
CityView - Remote
The primary function of the Manager of Professional Services is to ensure that professional services are responded to and delivered in a profitable and efficient manner. These goals shall be achieved by meeting targets for net revenue and customer satisfaction.
This position is budgeted for a starting base salary between $80,000-105,000 CAD per year based on experience.
What your impact will be:
- Ensure that the implementation services team is fully resourced on projects, delivering on their revenue responsibilities, and ensure all staff maintain high levels of service.
- Monitor the overall performance of the implementation services team by tracking and analyzing utilization and other key metrics, providing standard reporting to the VP of Professional Services.
- Be a resource to your people, helping remove their day to day roadblocks through your comprehensive knowledge of how our solutions are implemented to meet customer expectations.
- Proactive customer follow up, communication & issue management. Ensure contractual obligations are met and a high level of customer satisfaction is achieved. Be a point of escalation for dealing with customers who are unhappy with some aspect of services.
- Build a path to success for each employee and evaluate this success on a regular basis. This means ensuring ongoing training is designed and assigned and opportunities to demonstrate progress are created and assessed.
- Mentor your team on implementation best practices, client relationship building, and foster a culture of accountability.
- Ensure employees’ work is peer-reviewed for quality and completeness on a regular basis.
- Collaborate with other internal departments to ensure contract deliverables are satisfied and to work toward cross-functional team process improvements.
- Empower the more experienced team members to nurture and develop the less experienced so that the team as a whole gains strength and knowledge is shared.
- Ensure the defined processes are executed and evolved.
- Understand our customers’ needs and gain the requisite knowledge to speak with authority on how we help them with their daily challenges.
- Establish clear, measurable objectives for the implementation services team. Monitor & measure these objectives regularly, providing coaching & discipline as required.
- Oversee change orders on projects and directly sell services back to base.
- Monitor new opportunities to provide billable services.
- Employee hiring, terminations and performance reviews.
- As a results-oriented leader, support the team in driving customer success and software adoption.
- Maintain a working knowledge of CityView products and technologies.
- Participate in summits and conferences provided by Harris.
- Travel, as required.
What we are looking for:
- Three years or more of direct management experience in a Professional Services organization.
- Five years or more experience in a professional services organization, including hands-on experience.
- Success managing groups of 6 or more, in remote locations.
- Excellent oral and written communication skills.
- Ability to work in a team environment and lead a team of services individuals.
- Especially well organized.
- Experience with client-facing roles and the ability to build trust relationships and customer confidence.
- Excellent understanding of utilization and software project resource management.
- Strong Project Management skills specifically in software implementations.
- Working knowledge of Microsoft Office applications and project scheduling tools.
- Demonstrated ability to motivate teams to achieve and improve performance.
- Highly driven, results-oriented, and able to manage time with competing priorities.
- Good troubleshooting and analytical thinking to resolve issues.
- Experience with local government business processes is considered an asset.
- Knowledge and experience with sophisticated, enterprise software implementations is required.
Job tags
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