Implementation Support Manager

Trimble - Newark, NJ

Full-time - Manager

Newark, NJ

Professional, Scientific, and Technical Services

About the position

As the Implementation Support Manager at Trimble Maps, you will play a pivotal role in managing a team of Implementation and Training Consultants. Your primary responsibility will be to partner with clients to successfully implement and deploy Trimble Maps product solutions, ensuring that they meet their business goals. This position requires you to not only manage the team but also to actively participate in project management responsibilities and handle some implementation engagements directly. You will be expected to establish best practices for implementation and training processes, driving consistency across the team and enhancing customer satisfaction. In this role, you will strategically assess, plan, and execute initiatives aimed at improving the processes, workflows, and capacity of the Implementation and Training team. You will develop a project management methodology that includes tools and standardized deliverables for Professional Services offerings. Balancing team workloads and project assignments will be crucial, as will ensuring adherence to best practices and client communication expectations. Collaboration with internal teams such as Sales, Support, Customer Experience, and Product Management will be essential to ensure success during the implementation phase and facilitate smooth transitions throughout the customer lifecycle. As a people manager, you will coach, mentor, and manage performance to foster team knowledge and professional skills, ensuring a high-quality customer experience. You will also be responsible for developing and driving KPIs for team members to measure and support overall customer health and success during the implementation phase. Regular communication and meetings with management, staff, and customer operations will be necessary to provide updates on current projects, highlight successes, and address any projects that may be in jeopardy. Your strong working knowledge of customer business requirements will enable you to conduct thorough reviews of project requirements and deliverables, ensuring that projects progress positively and are delivered on time to achieve customer satisfaction.

Responsibilities

• Manage a team of Implementation and Training Consultants to successfully implement Trimble Maps product solutions.
• Act as a working manager, assisting with project management responsibilities and handling some implementation engagements.
• Establish best practices for implementation and training processes to enhance customer satisfaction.
• Strategically assess, plan, and execute initiatives to improve processes and workflows within the team.
• Develop project management methodology, including tools and standardized deliverables for Professional Services offerings.
• Balance team workloads and project assignments, ensuring adherence to best practices and client communication expectations.
• Collaborate with internal teams to ensure success within the Implementation phase and smooth transitions in the customer lifecycle.
• Cultivate talent and motivate the team to exceed expectations.
• Facilitate customer scoping calls to propose professional services engagements.
• Develop and drive KPIs for implementation team members to measure customer health and success during the implementation phase.
• Communicate and facilitate regular meetings with management and staff to provide project updates and highlight successes.
• Assist in troubleshooting implementation challenges and resolve issues during active implementations.

Requirements

• Bachelor's Degree or equivalent work experience.
• 5+ years of progressive experience in functional/technical software implementation and project management.
• 2+ years of experience building and managing high performing teams.
• 2+ years of experience in the Transportation Industry.
• NPTC Certification preferred.
• Ability to manage multiple complex communications and software application implementation project teams simultaneously.
• Ability to effectively plan, assign, prioritize, and oversee the work of others while promoting a team environment.
• Ability to manage and motivate team members in a remote environment.
• Ability to work well under pressure and produce a high degree of accuracy in work.
• Ability to establish priorities and handle multiple assignments concurrently with minimal direction.
• Willingness and ability to communicate with diverse backgrounds and establish effective working relationships.
• Experience in Software Development Life Cycle, especially related to commercial software package implementation.

Nice-to-haves

• Experience with project management tools and methodologies.
• Familiarity with Trimble Maps products and services.
• Strong analytical and problem-solving skills.

Benefits

• Medical, Dental, Vision, Life, and Disability insurance coverage.
• Time off plans and retirement plans.
• Tax savings plans for health, dependent care, and commuter expenses.
• Paid Parental Leave.
• Employee Stock Purchase Plan.