• Senior Manager, Implementation

    Job Locations US-TX-Austin
    Job ID
    2019-1669
    # of Openings
    1
    Category
    Client Success
    Experience Level
    Senior
  • Overview

    Frontline Technologies is a leading provider of SaaS EdTech solutions for educators and administrators across the United States. We currently partner with over 7,500 school districts whose professionals and staff use our premier software solutions on a daily basis. In 2015, we were recognized by INC. Magazine as one of the fastest growing private companies in North America. Our unprecedented growth has created a number of new opportunities across the company.  Currently, we are looking to delight our customers by hiring an Sr. Implementation Manager who has experience building out and leading a team that implements products to our clients successfully. This is a unique opportunity to make an impact in a fast growth organization.   

     

    Reporting to the VP of Implementation & Onboarding, the Sr. Implementation Manager is responsible for leading a team responsible for the successful rollout of products to clients. 

    Responsibilities

    Critical Performance Objectives: 

     

    First 3 months: 

    • Develop and drive consistent implementation process for all Implementation Consultants 
    • Methodology 
    • Materials (SOWs, Sign-off, Kick-off, etc.)  
    • Project Plan 
    • Time Tracking 
    • Reporting  
    • Set baseline and reduce implementation time including: 
    • Margins & Utilization 
    • Client Satisfaction 
    • Effort 
    • Duration 
    • Backlog Pipeline 
    • Evaluation of People & Roles 
    • Establish key objectives / goals for team 
    • Evaluate team members for skillsets & role 

     

    Key Competencies: 

    • Coach, mentor, and retain best talent 
    • Reviews customer satisfaction results and developing improvement initiatives. 
    • Researches, analyzes, develops, and recommends processes and procedures to improve the customer's overall experience. 
    • Drives efficiencies and consistency amongst Team Members and Cross Functional Teams  
    • Provide leadership to the team and act as first point of escalation 
    • Explore and implement a variety of best practices and standardized processes to ensure operational efficiency and scalability. 
    • Liaison between Sales, Support and Product for specific product line to represent product & client priorities and communication.  
    • Own retention and improve client satisfaction within solution bundle 
    • Lead cross-departmental strategic initiatives 
    • Anticipates customer needs and adapts project plans in order to achieve mutually beneficial long-term objectives and goals 
    • Establishes, grows and maintains relationships with a wide range of groups (including all project contributors, client stakeholders, implementation specialists, etc.)

    Qualifications

    Requirements: 

    • You have earned a Bachelor’s Degree or higher 
    • You possess the ability to work self-sufficiently in a fast-paced environment. 
    • Ability to manage multiple projects simultaneously with minimal supervision. 
    • You have 10+ years serving customers, ideally during a company’s growth mode as a Project Manager for a SaaS company 
    • 7+ years leading, managing and growing individuals  

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