As an Implementation Project Manager on the Client Implementation team, you execute the seamless onboarding of new clients & launch of customer programs including complex IT enhancement launches. Additionally, you work collaboratively with a variety of internal and external resources to execute implementations that meet customer program requirements, which may include custom product development and IT solutions. These resources will include: New Business Development, RFP, Call Center, Business Outfitters Creative, A/R and Inventory Management, Web Development, Lands' End Order Services, Information Services, and outside vendors.
Accountable for the onboarding of new clients and execution of successful launches & enhancements for assigned accounts – this includes ensuring that all milestones are achieved promptly and efficiently.
Manage scope, schedule, and quality of install requirements; manage related risks and issues, develop mitigation strategies, and serve as a first point of escalation for account execution issues.
Act as main point of contact for customer – collaborate with clients to deeply understand their business objectives & launch goals to customize and tailor their implementation. This may include custom product development and IT solutions.
Coordinate and facilitate client meetings with a focus on business objectives & defining scope for a successful launch.
Coordinate and facilitate cross functional partner meetings to mitigate risks and execute upon client needs.
Manage relationship and communication between cross-functional partners and customer.
Accountable to the key performance indicators related to client onboarding, implementation timelines & launch success.
Successfully & meticulously document project scope, launch metrics (where applicable) and project handoff documentation. Execute a seamless handoff process between client implementation & maintenance project team.
Proactively identify and address areas for improvement to the onboarding, implementation and enhancement process. This includes proposing solutions and effectively troubleshooting and resolving issues for both internal and client facing processes/procedures to maintain exceptional client satisfaction.
Document and execute operational approach, activities, schedule, workflow and plan for assigned client programs.
Support training sessions for clients, ensuring a comprehensive understanding of product features and functionalities throughout the implementation.
Develop and maintain sophisticated implementation and enhancement project plan templates, project management resources and tools for a seamless and efficient onboarding & implementation process.
Participate in additional projects as assigned to achieve strategic business goals.
Act as a resource/mentor to colleagues who have less experience. Often considered an informal leader among peers.
Travel may be required 4-6 times per year to support accounts
May work on special projects/other duties as assigned
This position is based in Dodgeville, WI. and currently follows a hybrid schedule with three weeks per month onsite (Monday – Thursday in person, Friday's remote) and the 4th week each month is remote.
Skills
Experience leading multiple, complex projects with multiple stakeholders simultaneously.
Demonstrated organizational, analytical, and problem-solving skills.
Strong communicator with the ability to establish customer relationships.
Ability to actively seek to improve processes, can determine root-causes of poor performance within processes and execute improvements, including development of strategy, project plan, communication plan and process documentation.
Able to synthesize and translate internal and external customer inputs, business performance metrics and strategic directives into projects and action plans.
Maintains a focus on the customer, with a sense of urgency and high results-orientation.
Demonstrated ability to take initiative and work with minimal direction. This includes the ability to work in a fast-paced environment and manage multiple projects while remaining flexible in a self-directed, organized, decisive, professional and objective manner.
Demonstrated ability to communicate clearly, concisely, logically, tactfully, and effectively, both verbally and in writing; must also have excellent group facilitation skills. Comfortable communicating with senior level executives at a client site and presenting in front of a large group.
Extensive knowledge of Microsoft Office Suite including Outlook, Word, PowerPoint and SharePoint.
Previous experience in a sales environment or handling client objections.
Ability to delegate, hold self and others accountable, and prioritize tasks for optimum efficiency.
Ability to be flexible and embrace change in a positive manner.
Demonstrate self-awareness and a desire to grow professionally.
Available for moderate travel (~4-6 trips annually).
Ability to effectively prioritize work to focus both on client-specific needs and additional internal assignments to support the business.
Effective mentorship and training experience.
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)
