Implementation Manager

servicePath™ is an innovative provider of commercial software for IT Service Providers, specifically managed Services and Cloud Computing providers.

Job Description:
servicePath™ is looking for a technically minded Implementation Manager with a Project Management background to manage new client implementations. The ideal candidate will have a background in B2B Enterprise SaaS and will be a person with technical project and implementation management experience that yearns for a richer, more active involvement in engagements than a more traditional Consultancy/PM role. Someone with an affinity for addressing business challenges with technology and desires a hands-on, customer-collaborative environment. As would be expected, excellent problem solving, and communication skills would be critical for this role.

About the Job:
Job Title: Implementation Manager
Department: Service Delivery
Reports to: Service Delivery Director
Working Hours: 1:00 PM – 08:00 PM (Philippine Standard Time)
Position: Open-ended Contract
Location: Philippines/ Dubai

Role Objectives:
Participate in engagements from end-to end: From assisting with initial scope and SOWs; planning and leading projects; interacting with client key project participants; assisting with configurations and quality assurance; delivery; to transition to support.
Build strong ongoing client relationships: Be the person the client looks to for advice and guidance with the platform; the person they look to as the face of servicePath™.
Be the client’s advocate: Work closely across internal servicePath™ teams: Sales, Solution, Services, Support, and Engineering teams to build an exceptional client experience with servicePath™ and our platform.
Hands-on: In addition to managing client engagements, you will become an expert in the platform. This is key to delivering successful engagements and handing over a system that will help transform our clients’ businesses.
Track and Measure: tracking and managing client engagements with the objective of improving our relationships and building a better product.
Continuous Improvement: Use the knowledge you gain working with clients, leading engagements, and participating in implementations and configurations to help improve the platform.
Duties
Project Management
Workstream and Task planning and oversight for Professional Services and Implementation engagements
Customer project communications both written and verbal.
Tracking and managing the tasks and deliverables internally to ensure projects stay on track and stakeholders are informed.
Internal project tracking and reporting
Change Request Management.
Conduct Post Project Reviews to help identify process, service, and platform improvements
Technical Analysis
Document client requirements to ensure requirements are agreed by the client and understood correctly by the configuration specialists / development team.
BUAT of code changes in relation to the business process and use cases.
Platform Configuration
Implementation participation with a emphasis on configurations, data importing, business rules, document templates, and any other setup or configurations primarily using the platform user interface (GUI – Experience with coding not necessary)
Customer Success
Work with key client contacts to utilize the features of the platform effectively.
Perform user training and education and assist with servicePath™ and our clients’ efforts to develop training and education materials and processes.
Managing customer participation on user acceptance testing, go-live, platform releases.
Working with Support and Engineering to co-ordinate issue and request tracking and management
Release Customer Management
Platform release co-ordination
Participating in pre-release quality assurance activities
Participation in the editing and validating of user documentation prior to customer release
User Advocacy
Working with Product and Engineering representing the end-user during feature design and development phases
Client user platform advisory and education on best-practices.
Sales Support
Assisting Sales and Solutions with Professional Services engagement scoping
Crafting services Statements of Work and client quotations
Key Competency and Experience:
Minimum:
Previous experience (min 3 years) in a software project or implementation management role
Experience working closely with engineering / development functions.
Strong customer-first focus with experience working with technology-oriented clients.
Very organized with the ability to manage multiple task lists and customers.
Strong communications skills in English, spoken and written.
Core Competencies:
Logical thinker and problem solver that can learn quickly and independently.
Demonstrated interpersonal skills including communication, mentoring, coaching, and the ability to interact with colleagues at all levels.
Dynamic, energetic, motivated, positive outlook.
A very strong aptitude for spreadsheets, particularly those using advanced functions but not necessarily macros.
Experience with Atlassian suite of tools (mainly Jira and Confluence)
Preferred:
Ability to work with minimal supervision.
Experience with software project management.
Agile PM/PMP certification.
Hands-on experience in software configuration and implementation with Platform knowledge.
Experience with B2B high growth SaaS or CPQ and parallel system such as CRM, service management.
Experience with complex implementations.
Experience working with distributed global teams.

Budget: 27K -28K USD per year