Implementation Manager - DSSI

Direct Supply - Milwaukee, WI

Full-time - Mid Level

Milwaukee, WI

1,001-5,000 employees

Merchant Wholesalers, Durable Goods

About the position

The Implementation Manager plays a crucial role in onboarding provider and supplier customers, ensuring they maximize the benefits of the platform. This position involves collaborating with internal teams on site builds and technical integrations, utilizing expert project management and consulting skills to deliver an exceptional customer experience. The focus is on helping clients reduce costs and establish processes for future success, making it an impactful role for those passionate about customer service and project management.

Responsibilities

• Ensure an exceptional onboarding experience by guiding customers in leveraging technologies to drive outcomes and encourage product adoption.
• Lead implementation projects with direct interaction and support for suppliers and provider customers.
• Consult with customers on optimal integration and use of systems.
• Gather project requirements and business needs to define clear scope; negotiate where needed to secure successful outcomes.
• Develop project plans, outlining objectives, deliverables, schedules, and dependencies.
• Set and manage expectations with stakeholders, provide regular project updates, and identify solutions to address risks and issues.
• Manage project scope and schedule changes, clearly communicating impacts to relevant parties.
• Complete projects within established SLAs and quality standards.
• Troubleshoot and support newly launched implementations.
• Document processes related to new configurations and rollout procedures.
• Drive process improvements in implementation based on customer feedback.
• Collaborate with sales, engineering, suppliers, and customer success teams to fulfill savings commitments.
• Address client escalations with urgency, coordinating internal resources as needed.
• Leverage technology to enhance the customer experience and streamline onboarding processes.

Requirements

• Bachelor's degree in IT or business related field
• 2-3+ years experience in similar or progressive roles
• Proven experience driving successful projects, driving software adoption and leveraging customer success best practices.

Benefits

• Generous benefit package available.