As the Manager-Technology Support Services, you will be leading and managing the implementation of SaaS based solutions/services for customers, ensuring smooth transitions and maximum value from the new system. This role involves project management, client communication, training, and ongoing support & services to ensure successful customer excellence. You will manage a team of experienced technical professional employees who are providing technical expertise to internal and external customers. You will be responsible for implementing measurable annual performance objectives for your team as agreed with Director and Senior Director.

Responsibilities:

Program Management & Planning:

Oversee the entire implementation process from start to finish, including project planning, execution, and closure.  Create detailed timelines, budgets, and resource allocation plans for each implementation project.  Ensure projects stay within budget and meet deadlines while meeting client expectations.  Monitor project milestones and provide regular updates to stakeholders, including clients and internal teams.  Proactively assess potential issues and develop strategies to address them.  Utilize project management tools and techniques to streamline implementation processes. 

Client Communication & Relationship Management:

Act as the main liaison between the client and the product team.  Gather requirements, document workflows, and ensure the solution aligns with the client's business objectives.  Develop a trusted advisor relationship with clients by providing expert guidance and support.  Keep clients informed about progress, potential challenges, and risks.  Provide post-implementation support and address any issues or questions clients may have. 

Technical Implementation & Configuration:

Work with product team to customize and configure the solution to meet the client's specific needs.  Oversee data migration, integration with existing systems, and ensuring secure data flow.  Address any technical problems that arise during the implementation process. Create training materials and documentation to help clients and end-users learn how to use the solution. 

Collaboration & Coordination:

Collaborate with sales, product and support teams to ensure a seamless implementation experience. Effective communication between internal teams and clients throughout the implementation lifecycle. Ensure the solution integrates seamlessly with the client's existing systems and workflows. Keep abreast of new technologies and best practices. Identify areas for improvement and proposing new strategies to optimize the implementation process. Present the value of the solution to potential clients and demonstrate its features.  Provide technical support to external and internal customers as needed in their field of expertise, while managing a team of subject matter experts. Coordinate vendor training activities for team and others within the Technology and Support Services (TSS) organization. Strive for continual improvement with team organization, processes and procedures. Maintain reporting of key performance indicators (KPI). Develop customer-facing and internal documentation on best practices, troubleshooting flowcharts, training materials and FAQs to ensure consistent customer experience. Communicate with Engineering, Applications Engineering, Marketing, Category Management, Supply Chain Services, and Quality Assurance divisions of any product problems, opportunities, or emerging customer needs.

Qualifications:

Associates’ Degree (U.S.)/College Diploma (Canada) or commensurate years of technical experience required Licenses/Certificates/Designations required Bachelor’s Degree preferred 10+ years of experience in the technical field of expertise in design, implementation and/or commissioning 3+ years of experience speaking with strong presentation skills 2+ years of experience leading a team of up to 4 direct reports preferred Possess a customer-centric mindset Possess advanced computer skills, including proficiency with Microsoft Office Outlook, Word, Excel, PowerPoint and Visio Demonstrate strong leadership skills and the ability to make decisions within the designated area of responsibility AutoCAD 2D or AutoCAD Inventor preferred BISCI RCDD, OSP, NTS and/or DCDC or Industry Equivalent preferred Ability to travel up to 25%

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