**Remote position** The individual in this role will coordinate all post-sales software implementation activities with customers and internal departments (Sales, Engineering, Data Sciences) and ongoing support. The incumbent will ensure that the customer and the company adhere to the statement of work identified in the sales process through implementation until the product is fully launched. This individual will implement current support processes and develop and implement processes and methodologies that are scalable in a high growth software business.
This is an individual contributor role reporting to the CEO and is the organization’s key leader responsible for post sales implementation, ongoing customer management and service. This individual will manage two data analysts. This individual’s efforts will ensure that the organization’s revenue or customer base is not at risk and sees the opportunity to deepen relationships with customers and participation in the acquisition of new customers.
Education / Experience
· 5+ years’ experience working in a software environment, ideally in the parcel space
· Comfortable working remotely and the discipline it takes to be successful
· BA/BS degree – related field
· Experience with project management software/application, Project Management Professional (PMP) designation preferred
Key Responsibilities (primary duties may include, but are not limited to)
Project management of implantation activities and coordinate efforts between internal departments and customers.
Ensures completion of all critical deliverables from multiple disciplines to assure timely and accurate implementation for the customer.
Accountable for the accuracy, timeliness, and completeness of the implementation process.
Manages client implementation kickoff meetings and internal and external implementations status meetings.
Maintains necessary documents, action items /issue logs, project plans, decisions, and deliverable documents.
Translates technical information into layperson terms and vice-a-versa for customers.
Provide customer training.
Receive and troubleshoot customer issues after implementation; coordinate with internal resources to solve problems.
Position Attributes/Skills Needed
Excellent communication and interpersonal skills both verbal and written for both internal and external situations.
Comfortable working in a matrixed environment and holding people accountable to deadlines and deliverables. Constant communication to all parties whenever anything is impeding the implementation plan.
Strong planning and organization skills to make sure that everyone involved is always aware of where the project stands, maniacally always focused on all details.
Ability to think critically and solve customer problems.
Basic understanding of web and analytics tools
Project manager who can see the big picture while putting together a clear concise action plan to get the client and company across the finish line.
Professional demeanor for quality customer interface.
Managing client and company expectations through effective communication and continual follow through.
Proactive in seeing potential issues and getting in front of them before they become big issues.
Asking key questions to clients along the implementation process to learn what the expectations are and managing internally and externally to achieve results.