Manager, Implementation Projects

Manager – Implementation Projects

Reporting to the Implementation Services Manager, the Manager – Implementation Projects is directly responsible for supervising the team of Implementation Specialists and Project Coordinators. This position serves as the primary point of contact for all sold work orders and projects (including SOW projects such as CMM and LTO), provides leadership and support for complex systems, and works closely with Business Development (as needed) to resolve any client concerns. This position ensures team coordination with all internal CaterTrax departments including Business Development, Site Build, Menu Services, Training, and Implementation. This is a hybrid position, located in Rochester, NY

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provides leadership and support for large, complex, or difficult projects. Partners with Business Development as needed.
• Establish project standards and manage ongoing Governance activities for site creation, maintenance and ongoing support.
• Serves as the primary point of contact for CaterTrax partners after a new work order has been sold (all work types – Price book or SOW).
• Maintains a continuous engagement strategy with clients by communicating real-time information on all projects.
• Ensures team coordination on new client introductions and onboarding functions for new and/or project add-ons.
• Coordinates efforts between clients and internal departments to ensure successful project execution.
• Provides coaching and support to Implementation Specialists and Project Coordinators and assists with solution validation and engagement of additional resources as needed.
• Collaborates with internal departments (Business Development, Client Services, Technology, Leadership, etc..) as needed.
• Responds to client inquiries via telephone and/or email in a timely and professional manner.
• Monitors all project progress and ensure timely client communication and status.
• Ensures clients are enrolled in applicable trainings with the Education team.
• Coordinate with Managed Services and Professional Services on SOW projects including Partner Content Publishing (LTO); CMM, SSO/SAML, Data Exports and more.
• Ensures processes are documented and maintained in Confluence for all team activities.
• Reviews launch methods with clients to collaborate and enable best practice techniques that maximize value for the site's operation.
• Reports monthly on the progress of required Key Performance Indicators (KPI's) to the Implementation Services Manager.
• Coordinates a seamless transition to the appropriate Client Success Manager (CSM) after a successful launch.
• Assists with special projects as requested.
• Drives recommendations for product and process improvements based on client feedback and lessons learned.
• Performs other duties as assigned.

LEADERSHIP:

• Provides leadership to the Implementation Specialists and Project Coordinators that mirrors the company's mission, vision, and core values. Fosters a success-oriented, accountable environment by delivering one on one coaching and mentoring.
• Leads the team through project prioritization, communication, and employee development.
• Facilitates communication between staff, partners, and other resources within the organization with a positive spirit.
• Understands, plans, and communicates departmental headcount needs to human resources by analyzing resource allocation
• Participates in the recruitment process for new talent.
• Completes management responsibilities in the HRIS system including time and attendance and performance management in a timely manner.

SKILLS AND COMPETENCY REQUIREMENTS:

• Leadership skills and sense of ownership that reinforce reliability and confidence both internally and externally.
• Excellent organizational skills with the ability to manage multiple priorities within a fast paced and high-volume environment.
• Strong communication and interpersonal skills.
• Ability to make decisions, problem solve, think flexibly, and focus on desired results.
• Core commitment to client satisfaction with the ability to think flexibly, focus on desired results, and follow up to ensure client satisfaction.

EXPERIENCE:

• Minimum 2-3 years of Project Coordination or Project Management experience
• Minimum 3-5 years of Customer Service and/or Sales or Delivery experience
• Prior management experience required

EDUCATION:

Bachelor's Degree preferred

COMPENSATION: Starting at $65,000 annually, based on experience