Implementation Manager I

Crisis24 Protective Solutions, LP - Annapolis, MD

Full-time - Entry Level

Annapolis, MD

Publishing Industries

About the position

The Implementation Manager I at Crisis24, a GardaWorld company, is responsible for managing client relationships and overseeing the successful implementation of OnSolve products. This role focuses on ensuring client satisfaction and retention by guiding clients through the installation and rollout of software solutions, providing training, and maintaining clear communication throughout the process.

Responsibilities

• Oversee the installation and implementation of software, ensuring that client timelines and requirements are met.
• Test and evaluate new software to confirm ease of use and reliability for clients, identifying potential issues before rollout.
• Collaborate closely with clients to define requirements, scope installations, and suggest future enhancements.
• Schedule and deliver training sessions to equip clients with the skills to effectively use the software to meet their needs.
• Set realistic expectations with clients, address escalations with urgency, and serve as the primary point of contact during implementation.
• Understand client use cases and success criteria, offering guidance to help them achieve desired outcomes.
• Assist clients in importing and managing contact data with a working knowledge of data import methods.
• Provide a seamless transition from implementation to support teams.
• Leverage collaboration tools and foster customer-centric practices with a proactive approach.
• Maintain high organizational standards, manage multiple tasks, prioritize effectively, and communicate clearly across teams and with clients.

Requirements

• Associate's degree or equivalent work experience.
• At least 2 years of experience in a role emphasizing relationship-building and client support, including hands-on experience in client implementations.
• Proficiency with ticketing and CRM systems, such as Salesforce, ServiceNow, and Atlassian JIRA.
• Familiarity with visualization tools (e.g., Visio, Snag-it) and data management methods (CSV, XML, API integrations like SOAP and REST).
• Experience with TRM (Technology Resource Management) systems.
• Strong aptitude for learning and understanding various product offerings.
• Excellent written and verbal communication skills, along with strong analytical and problem-solving abilities.
• Highly organized, with strong interpersonal skills and the ability to collaborate across teams.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and collaboration tools such as SharePoint and Atlassian Confluence.

Nice-to-haves

• Experience with client relationship management tools like Salesforce and FinancialForce.