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Professional Services Implementation Manager - Remote

Company: Verathon Inc
Location: Duluth
Posted on: April 8, 2021

Job Description:

Professional Services Implementation Manager - Remote CBORD and Horizon are the world's leading providers of integrated technology solutions powering housing, access, foodservice, nutrition, eCommerce, and card systems for K-12 and higher education, acute care, senior living, and business campuses. Our success and growth is directly attributed to our DREAMteam. Our culture is built on integrity, respect for our people, and continuous personal development. We maintain an entrepreneurial spirit, where creativity, innovative problem solving, and learning agility drive our day-to-day actions. DREAMteam (how we refer to all of us) You're engaged and self-motivated. You think like an entrepreneur, constantly driving improvement and innovation. You act as a change agent. You're a team player contributing to a collaborative and diverse work environment. We question the status quo and so should you. You are accountable and focused and take smart risks. You're an extension of our talent acquisition team - always scouting top talent to join our team. Through leadership and management of the implementation processes, this customer service professional is responsible for ensuring implementation objectives are met enabling customers to fully implement and maintain CBORD/Horizon systems. The measure of success is high adoption rates and customer satisfaction. This individual leads a team of implementation specialists in establishing CBORD/Horizon's implementation strategy for their software portfolio; program design; and development of the implementation programs. This individual will collaborate with product management, education, and technical support teams to identify best practices and incorporate those into the implementation process. This individual will act as a consultant with the sales team leveraging CBORD's service value proposition. This individual is self-directed, proactive, cost conscious, customer-service focused, and works effectively in cross-functional environments.
This position can be a remote role. What You'll be Doing Implementation Program Management

  • Collaborate with the Professional Service management team developing an overall services delivery strategy
  • Manage Implementation resources in delivering timely and professional customer contracted projects
  • Act as a primary point of contact liaising between implementation and all other CBORD/Horizon departments to ensure a strong customer experience implementing CBORD/Horizon software
  • Act as an escalation point regarding customer issues and provides leadership and exceptional service in such situations
  • Support the Consultant Professional Services as they provide the sales team custom service quotes and maintain standard service requirements
  • Leverage CBORD/Horizon's services value proposition to assist in closing sales
  • Participate in sales presentations including presentation preparation and follow-up
  • Monitor service delivery and fulfill in NetSuite
  • Monitor revenue reconciliation and effectively manage backlog
  • Monitor team tools and processes including standard templates, deliverables and workflows to ensure high level quality and efficiencies
  • Develop, execute and report for huddles on the comparison of Implementation business plan for revenue and other KPIs
  • Develop department annual budget submission for revenue and expense
  • Assign and monitor RFP responses ensuring they have the appropriate level of detail People Management
    • Manage the Implementation team members establishing performance and quality standards, providing development feedback, DreamChecks, career development plans, and approval of expense reports, etc.
    • Recruit, hire, develop, and provide performance management related direction
    • Develop and maintain a staff training and development program including new hire on-boarding ensuring staff is trained and able to deliver services
    • Ensure staff is current with new products and releases
    • Manage resources including staff scheduling and management/approval of overtime, if applicable
    • Manage communication with team and leadership
    • Maintain service standards and address issues, as needed
    • Make assignments (projects/tasks) and monitor for completeness, timeliness, and accuracy.
    • Ensures compliance with CBORD/Horizon standards What You'll Bring to the Table
      • 10 years of experience implementing software solutions
      • Solid project management skills with demonstrated experience managing multiple projects simultaneously
      • Demonstrated successful experience working in cross functional teams
      • Demonstrated experience working in a technical environment
      • Strong writing, editing, communication, and presentation skills.
      • Strong human relations and interpersonal skills.
      • Strong time management, decision-making, and organization skills
      • Intermediate skills in using Microsoft Office 365
      • Self-directed with ability to meet deadlines and quality expectations
      • Proficient in training others and facilitating training activities, classes, seminars, webinars, etc.
      • Passion for CBORD/Horizon's customer which is demonstrated through professionalism
      • There can be up to three (3) days/month business travel (post-COVID). Travel can be higher when initially starting this position, when new staff come on board, and potentially, when launching new programs
      • High level of thoroughness and accuracy is required Who You'll Work With
        • External Customers
        • Internal Customers including Database Services, FNS Integration, PMO, Sales, Product Management, Development, Support, Managed Services Why be a part of the DREAMteam Stay Healthy
          • Eligible team members have access to a robust health insurance plan on their first day of employment
          • To encourage, motivate and challenge team members to take an active interest in their health and well-being, the Company provides a Wellness Benefit of $200 for the calendar year
          • Access to an Employee Assistance Program Eligible team members are granted with the following paid time off annually:
            • Vacation: 15 vacation days; pro-rated during the first year
            • Holidays: 10 paid holidays each year
            • Sick Time: 5 sick days; pro-rated during the first year
            • Personal days: 3 personal days; pro-rated during the first year Plan for the Future
              • Employer paid Life Insurance / AD&D / Short-Term Disability Insurance
              • Voluntary Long-Term Disability Insurance / Term Life Insurance / AD&D
              • Access to FSA Plans & Commuter Benefit Plans
              • 401(k) Savings Plan where the Company matches team member contributions $0.50 for every dollar saved up to 8% of pay
              • Access to the Roper Employee Stock Purchase Plan
              • Paid Parental Leave Program Make an Impact
                • DREAMcares (The Company's outreach initiative to support our extended community) Eligible employees will have access to 3 paid days off annually to serve at a qualified and approved organization This description is intended to be generic in nature. It is not intended to determine all specific duties and responsibilities of any particular position. Essential functions and overtime eligibility may vary on the specific tasks assigned to the position. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Keywords: Verathon Inc, Duluth , Professional Services Implementation Manager - Remote, Executive , Duluth, Minnesota

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